# Guest Complaint Escalation Matrix

Severity, ownership, response, and resolution guidance.

Property: ____________________  Date / shift: ____________________

## Checklist

- [ ] Log complaint time, channel and room/visit reference
  - Notes / owner: ____________________
- [ ] Categorize safety, urgent service, or routine concern
  - Notes / owner: ____________________
- [ ] Assign owner and first-response target based on hotel policy
  - Notes / owner: ____________________
- [ ] Notify duty manager for serious incidents
  - Notes / owner: ____________________
- [ ] Document guest updates and promised follow-up
  - Notes / owner: ____________________
- [ ] Escalate overdue or unresolved complaints
  - Notes / owner: ____________________
- [ ] Record resolution, feedback and learning
  - Notes / owner: ____________________

## Exceptions and handover

- Exception / risk: 
- Owner: 
- Due time: 
- Completed / approved by: 

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Digital Room Service Editorial · Adapt for your own property and policies.