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Submitted by analitica2 on Wed, 02/11/2026 - 09:06

How to handle problems and complaints

As in any other field, in the hospitality industry there may be issues with guests, and you need to know how to respond politely to problems. In customer service, it is essential to know how to handle any complaints you may receive.

  • Siento mucho por las molestias (I'm very sorry for the inconvenience)
  • Voy a solucionarlo ahora mismo (I'll fix it right away)
  • Gracias por informarnos (Thank you for letting us know)
  • Permítame comprobarlo (Let me check that for you)
  • Dame un segundo y estoy con usted (Give me a second and I'll be right with you)

Tips in Spanish for the hospitality industry

  • Use formal language with customers, especially in hotels and restaurants
  • Polite expressions such as “por favor”, “gracias”, and “disculpa” or “perdón” are essential
  • In Spain and Latin America, a friendly but respectful tone is expected
  • Apologizing clearly is considered professional, not a weakness
  • Remember to treat employees with respect, even if you have issues with the establishment; the person you are addressing is only doing their job

These small details make a big difference in customer satisfaction and in the customers’ perception of the place if they have had a problem.

Improve your professional skills in Spanish with don Quijote and our intensive Spanish courses. Whether you work or want to work in tourism, hospitality, or customer service, or if you want to visit or stay at a hotel, Spanish for hospitality will help you from day one. Contact our advisors for more information about our programs and come discover and learn Spanish in Spain with us. We are waiting for you!

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