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Practice 1 : LETTER OF COMPLAINT
You just came back from a trip to Kuala Kangsar with the members of the schools debating
team. While you were there to take part in the debate, you stayed in a hotel. However, all of you
found that the service at the hotel was not satisfactory. Your teacher has asked you to write a
letter of complaint to the manager of the hotel based on the point below:
Rooms were not ready when you arrived
Reserved double rooms with single beds but were given rooms with
double beds
Facilities
o no coffee-making facilities as advertised
o air-conditioner not working
o pillow were dirty
Hotel staff rude and unhelpful
In your letter, inform the manager the problems you faced and state what action you want the
manager to take.

STEPS
1. Identify the relevant points(???)
2. Elaborate on the points using 5W+1H
Points
1.

5 W + 1H
How long

2.

Why:

3.

What:
Why

What action

4.

How

Grammatical Structure
a. use PAST TENSE as the incidents have already happened

b. use FUTURE TENSE and MODALS to state action to be taken

TASK : Complete the letter below using the points and details given
______________________________
______________________________
______________________________
______________________________

______________________________
______________________________
______________________________
______________________________

__________________

_____________

_______________________________________

With reference to the above , I wish to complain about __________________________

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
____________________________________________________________ .

The
main
thing
you
wish to

Duratio

How
long
you
have to

2. My friends and I stayed in your hotel from _______________________ to

n of the
_______________ .We were there to take part in a debate held in Kuala Kangsar.
stay
However, when we arrived, _______________________________________________ .
We had to _____________________________________________________ .After a
tiring five-hour journey by bus, this was irritating.

3. When we finally got our rooms, we discovered that although we ____________

______________________________________________________________________

_______________________________________________________________ . We
needed single beds because_______________________________________________
______________________________________________________________________
______________________________________________________________________
__________________________. As a result of the mistake, some of us
______________________________________________________________________
_____________________________________________________________________ .

Action
taken
Request
made

Reason
for the
request
Effect
of
mistake

4. The air-conditioning system in the rooms was not working, the pillows were dirty and
there was no coffee-making facility as advertised. We complained to
_____________________________________________ and requested that they send
________________________________________________________________
and
give us ________________________________________________________________
___________________________________________________________________ .

5. Your staff not only did not_______________________________________________

______________________________________________________________________
_________________________________________________________________ . The
technician came to repair the air-conditioner but________________________________
______________________________________________________________________
_____________________________________________________________________ .

6. I hope you will investigate our complaints and advise your staffs
______________________________________________________________________
______________________________________________________________________
__________________________________________________________ . Hotels should
_______________________________________________________________ to attract
Suggestio ______________________________________________________________________
______________________________________________________________________
ns to
__________________________________ .
improve
Action
should
be
taken

Thank you.

Yours ___________,

( _________________________ )

Reaction
of the
staffs
how
they
were
rude and
unhelpfu

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