A Complaint Letter To Hotel General Manager is a formal document used when a hotel guest needs to escalate concerns about their stay or services received to senior management. This document is particularly relevant in the Indonesian hospitality context, where it must align with local consumer protection laws and tourism regulations. The letter serves as an official record of the complaint and may be used in further legal proceedings if necessary. It typically details the guest's stay information, specific issues encountered, attempts at resolution with staff, and desired outcomes. In Indonesia, such complaints are governed by Law No. 8 of 1999 on Consumer Protection and specific hospitality regulations, making it essential to structure the complaint in a way that acknowledges these legal frameworks while maintaining professional business communication standards.
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1. Sender's Contact Information: Full name, address, contact number, and email of the complainant
2. Date: The current date when the letter is written
3. Recipient's Information: Hotel General Manager's name (if known), hotel name, and complete address
4. Subject Line: Clear indication that this is a complaint letter with reference to the booking/stay dates
5. Booking Details: Reservation number, dates of stay, room type, and any other relevant booking information
6. Issue Description: Detailed account of the problems encountered, with specific dates and times
7. Previous Communication: Summary of any attempts already made to resolve the issue with hotel staff
8. Expected Resolution: Clear statement of what remedy or compensation is being sought
9. Closing: Professional closing with a specific timeframe for expected response
1. Impact Statement: Description of how the issues affected travel plans, health, or business commitments - include when the complaint involves serious disruption
2. Legal References: Citation of relevant consumer protection laws or hotel policies - include when escalation might be necessary
3. Loyalty Program Status: Details of membership status in hotel loyalty program - include if complainant is a frequent guest or program member
4. Third-Party Booking Reference: Information about booking platform or travel agent - include if booking was made through third party
1. Photographic Evidence: Photos documenting the issues mentioned in the complaint
2. Booking Confirmation: Copy of original booking confirmation email or document
3. Receipt Copies: Copies of bills, charges, or additional expenses incurred due to the issues
4. Previous Correspondence: Copies of emails or other communication with hotel staff regarding the issues
5. Medical Reports: If applicable, medical documentation for complaints involving health and safety issues
Relevant legal definitions
Clauses
Relevant Industries
Hospitality
Tourism
Travel and Leisure
Accommodation Services
Customer Service
Food and Beverage
Events and Conferences
Relevant Teams
Guest Relations
Customer Service
Front Office
Legal
Operations
Quality Assurance
Compliance
Guest Experience
Management
Relevant Roles
General Manager
Hotel Manager
Customer Service Manager
Guest Relations Manager
Front Office Manager
Operations Manager
Quality Assurance Manager
Legal Counsel
Customer Experience Director
Compliance Officer
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