Complain letter - hotel

Páginas: 2 (309 palavras) Publicado: 6 de maio de 2011
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| Ano Lectivo 2010-2011 |
| Marketing Turístico – Ensino à Distância |
Aluno: Teresa Santos, Nº 4100330 | Módulo 2,Actividade 3 |
Data: 27/04/2011 | | |
Assignment 3: Letter of apology

Dear Mr. Hector Bradley,

On behalf of The Country Village Hotel, I would like to thank you for your letter, aswell as for your preference in choosing our hotel. Also, I would like to present you the most sincere apologies for any inconvenience caused during your recent stay, last May.

I amtruly sorry we haven’t filled your expectations, in what refers to the noise coming from the works inside the building - in fact, we are currently building a new recreation centre. Asthis is the least busy time in the year, we thought it would be the most suitable period to perform the works. However, we will consider your relevant comments as a suggestion, and I canassure you that we will try to re-arrange schedules from now on, so we can start the work only from 09:00AM.

Regarding the problems you found using our swimming pool, I would like toexplain that unfortunately, we were forced to close the pool facilities due to a malfunction/damage in the pump systems. This malfunction required a specific technical intervention, and wewere unable to open the pool to our guests during the repair.

All the works will be finished in two weeks, and we would like to take this opportunity to compensate you for thedifficulties you have experienced, offering you a free weekend in our hotel. You just need to book it directly in the reception.

Again, please accept our apologies. We do believe we willpositively surprise you with our excellence of service, in a future weekend which will surely be unforgettable.

Yours faithfully,

Teresa Santos
The Country Village Hotel Manager
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