飯店投訴信（Hotel Complaint Letter）是 IELTS General Task 1 最常考的 formal 投訴子題。典型題目：

You recently stayed at a hotel and were unhappy with the service. Write a letter to the hotel manager.

對象是沒見過的飯店經理——語氣一律 formal。先看 Formal Letter 深度解析 掌握全貌。

投訴信典型 bullet 結構

  1. give details of your stay — 何時入住、訂房編號、住幾晚
  2. describe the problems — 房間瑕疵 + 服務問題（通常題目要求兩種）
  3. say what action you want them to take — 退費、補償、書面道歉

關鍵語氣判斷：投訴 ≠ 發飆。Band 7+ 的投訴信是「冷靜的不滿」——用事實壓人，不用情緒。

10 組投訴信必備詞彙

| 中文 | 英文 | |-------------------|---------------------------------------------------------------| | 我寫信來表達不滿 | I am writing to express my dissatisfaction with... | | 鑒於下列問題 | In light of the following issues... | | 房間遠不如預期 | The room fell considerably short of expectations. | | 持續且令人不安 | a persistent and disturbing problem | | 員工態度令人錯愕 | The staff's response was both unhelpful and dismissive. | | 嚴重影響我的住宿 | This severely compromised the quality of my stay. | | 完全不可接受 | I find this entirely unacceptable. | | 我要求全額退款 | I would expect a full refund of the room rate. | | 書面道歉 | a formal written apology | | 期待儘速回覆 | I look forward to your prompt response and resolution. |

165 字完整範文（逐段解析）

題目：You recently stayed at a hotel and had a number of problems. Write a letter to the manager.

  • give details of your stay
  • describe the problems you experienced
  • say what you would like the manager to do

Dear Sir or Madam,

[§1 目的 + bullet 1 入住細節] I am writing to express my dissatisfaction with my recent stay at the Lakeview Hotel, where I checked in on the 8th of April for three nights, booking reference LV-77231.

[§2 bullet 2 房間 + 服務雙重問題] On arrival, I found that Room 412, despite being advertised as a deluxe lake-view suite, overlooked the staff car park. More seriously, the air conditioning was inoperative throughout my stay, and the bathroom shower produced only cold water, despite repeated requests for repair. The reception staff's response was both unhelpful and dismissive, with one member suggesting I "wear another jumper."

[§3 bullet 3 要求 + 行動] In light of these issues, which severely compromised the quality of my stay, I would expect a full refund of the room rate, along with a formal written apology. Alternatively, I would accept a complimentary three-night stay at one of your sister properties, subject to my approval of the room category.

[§4 收尾] I look forward to your prompt response and resolution.

Yours faithfully, Hsu Chia-hui

字數：165。formal 語氣穩定、bullet 全中、給了兩個 resolution option（refund 或 replacement）——這是 Band 7+ 投訴信的特徵。

台灣考生投訴信常犯錯誤

錯誤 1：太情緒化

I was so angry, the hotel was terrible, the worst experience of my life — 太多形容詞、零事實。Band 7+ 反而少形容詞、多事實：the air conditioning was inoperative throughout my stay。

錯誤 2：威脅性語言

If you don't refund me, I will sue you / post bad reviews everywhere — 直接被打到 Band 5。投訴 ≠ 威脅。寫 I trust you will treat this matter with the urgency it deserves. 即可。

錯誤 3：忘了給 booking reference 跟具體日期

模糊的「last month」「a few weeks ago」會讓 examiner 覺得 bullet 1 沒寫完整。一定要 on the 8th of April + booking reference LV-77231。

錯誤 4：要求過當

I want a free year of stays at all your hotels — 不切實際的補償要求扣分。合理範圍：退費、同等住宿券、書面道歉。

自我練習

寫一封 160 字 formal 投訴信給連鎖咖啡店客服經理：上週點外送但餐點冷掉、外送員態度惡劣、收據顯示多收一杯沒有的飲料。

檢查表：

  • [ ] Dear Sir or Madam, + Yours faithfully,
  • [ ] 給出具體日期 + 訂單編號
  • [ ] 房間/餐點 + 服務 兩個 layer
  • [ ] 至少 4 個投訴句型
  • [ ] 給兩個 resolution option

延伸閱讀：