How to write a hotel guest complaint investigation report

Investigation report on hotel guest complaints

Dear manager:

According to the front desk of our hotel, I recently received many complaints from hotel guests, saying that during my stay in our hotel, the hotel rooms were often not cleaned in time and the cleaning was not in place. At the request of the company's management, our department set up a three-person investigation team to investigate the situation reflected by hotel guests. The investigation is hereby notified as follows:

I. Basic information

1. The room cleaning in our hotel is divided into groups, that is, the existing cleaning is divided into several groups, each group has a team leader, and each group cleans the designated room as required.

2. If there is cleaning leave on duty, the team leader will arrange other cleaning for cleaning.

3, after each cleaning, cleaning need to sign in to the team leader.

Second, the complaint investigation

1, our three-person investigation team collected complaint information from the front desk and summarized it.

2. We will be on duty in the complaint room according to the specific date of the complaint and screen out the cleaning personnel related to the complaint.

3. After the person in charge of cleaning confirmed, we further determined the relevant responsible person for the guest's complaint.

4. After obtaining evidence from many parties, Wang Moumou, Li Moumou and Zhang Moumou did have careless and irresponsible behaviors when cleaning the room.

Three. Deal with suggestions

1. Criticize and educate the behaviors of Wang Moumou, Li Moumou and Zhang Moumou, and deduct wages and cancel year-end bonus for other staff members.

2. Criticize and educate the head of the cleaning group where the above three people are located, and order them to pay attention to the supervision of hotel room hygiene in the future. Once it is found that there is no cleaning or no cleaning, it is necessary to immediately order the relevant responsible personnel to take action to make up for the work mistakes.

3. Apologize to the complaining guests in the name of the hotel and assure them that this will not happen again in the future. It is suggested to give them hotel coupons to maintain the valuable customer resources of the hotel.

Three-person investigation team: XXX, XXX, XXX.

20 years * * month * * day.