A procedure for handling guest complaints during and after a stay, responding to online reviews, and deciding on refunds or goodwill gestures – with response letters for common complaints and a complaints log.
Holiday lets, B&Bs & guest houses
Guest Complaints Procedure and Response Letters
About this document
How you deal with a complaint matters as much as the complaint itself – especially when guests can post a review for thousands of future guests to see. This procedure helps you respond quickly and consistently, put problems right during the stay where possible, and make fair decisions about refunds.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
Included in the pack
Holiday lets, B&Bs & guest houses
for every document in this category
Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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