Free Hospitality Complaint Templates
Free complaint templates for hotels, restaurants, takeaways and hospitality services. Use them as a starting point, and adapt the wording to fit your own situation.
Most Popular Templates
Hotel Stay Complaint
Dear [Hotel/Guest Relations Team],
I am writing regarding my stay at [hotel name] from [arrival date] to [departure date], booking reference [booking reference].
When I booked, I understood that the stay would include [what was promised - for example air conditioning, clean room, quiet room, breakfast, pool access, parking, accessible room]. Unfortunately, this was not delivered as expected.
The main issue was: [briefly explain what happened].
This affected my stay because [explain the impact clearly - lost sleep, unable to use facility, additional cost, health/safety concern, reduced enjoyment].
I raised this with [staff member/department] on [date/time], and the response was [explain what was done or not done].
I have attached the relevant evidence, including [photos, booking confirmation, screenshots, receipts, emails].
Given the gap between what was promised and what was delivered, I am asking you to review this complaint and confirm what fair resolution you can offer. I would appreciate a response within 7 days.
Kind regards,
[Your name]
Restaurant or Takeaway Complaint
Dear [Restaurant/Takeaway Team],
I am contacting you about my order/visit on [date] at [location/order platform]. My order/reference number was [reference number if available].
The issue was [wrong item, missing item, cold food, quality issue, delay, poor service, allergen concern, hygiene concern].
This was disappointing because [explain what you expected and how the issue affected you].
I reported this to [person/platform/team] on [date/time], and the response was [briefly explain].
I have attached [photos, receipt, order screenshot, messages] to support my complaint.
Please review this and let me know what resolution you can offer. Based on the issue, I believe a fair outcome would be [refund/replacement/partial refund/goodwill gesture].
Kind regards,
[Your name]
Complaint Follow-Up / Escalation
Dear [Manager/Guest Relations Team],
I am following up on my complaint sent on [date] regarding [brief issue summary].
I have not yet received a satisfactory response / I do not feel the response fully addressed the main points raised.
For clarity, the key points are:
- [What was promised]
- [What was not delivered]
- [Impact on you]
- [Evidence provided]
I am asking for this to be reviewed by a manager or guest relations representative. I would appreciate a clear response within 7 days explaining your position and any resolution you are prepared to offer.
Kind regards,
[Your name]
More Templates
Short Review Request After Poor Complaint Handling
Dear [Venue/Guest Relations Team],
Thank you for your response. I appreciate you taking the time to review my complaint.
However, I do not feel the response fully addresses the issue raised. My concern is not only that something went wrong, but that the service delivered was different from what was promised at the time of booking/purchase.
To resolve this fairly, please review:
- the original booking/order terms
- the evidence provided
- the impact the issue had on my experience
- how the complaint was handled at the time
I would be grateful if this could be reconsidered and a final response provided within 7 days.
Kind regards,
[Your name]
Evidence Checklist
Before sending a complaint, collect:
- Booking confirmation or receipt
- Date and time of the issue
- Venue name and location
- Photos or videos
- Names/descriptions of staff spoken to, where appropriate
- Screenshots of advertised promises or facilities
- Emails, messages or app chat records
- Notes of how the issue affected your experience
- What outcome you are asking for
Tip: keep the complaint factual. Avoid insults, threats or emotional language. A clear complaint is easier for a venue to investigate.
3 Question Case Checker
1. Was something clearly promised, advertised or reasonably expected?
Examples: clean room, working facilities, correct order, safe food handling, agreed room type, included breakfast, parking, quiet room, accessible room.
2. Was there a clear gap between what was promised and what was delivered?
Examples: facility closed, room dirty, food missing, long delay, poor complaint handling, incorrect charge.
3. Can you show evidence or explain impact?
Examples: photos, booking confirmation, receipt, messages, names/times, additional costs, lost sleep, missed service.
If the answer is yes to all three, the complaint may be worth structuring properly.
These templates are provided for general information and complaint guidance only. They are not legal advice and do not guarantee a refund, compensation or response from any hospitality provider.