← All articles
Guest Complaint Vocabulary & Phrases
Handling a guest complaint isn't about who's right — it's about how quickly the guest feels heard and sees action. Know this vocabulary and these phrases so you stay calm and professional.
Key Vocabulary
| English | Bahasa Indonesia |
|---|---|
| Complaint | Keluhan |
| Concern | Kekhawatiran |
| Issue | Masalah |
| Problem | Masalah |
| Dissatisfied | Tidak puas |
| Upset | Kesal |
| Resolved | Terselesaikan |
| Acknowledge | Mengakui/menanggapi |
| Apologize | Meminta maaf |
| Empathize | Berempati |
| Action | Tindakan |
| Follow up | Menindaklanjuti |
| Escalate | Meneruskan ke atasan |
Essential Empathy Phrases
| English | Bahasa Indonesia |
|---|---|
| I understand. | Saya mengerti. |
| I am very sorry to hear that. | Saya sangat menyesal mendengarnya. |
| I will take care of that immediately. | Saya akan segera menanganinya. |
| Could you tell me more about...? | Bisakah Anda ceritakan lebih lanjut tentang...? |
Remember: LEARN
The order for handling a complaint: Listen, Empathize, Apologize, React, Notify — listen, empathize, apologize, take action, then inform your supervisor.
Practise until it's automatic
Try the short quiz below to see how ready you are to respond to a guest complaint.