August 12, 2009 Guest Name 1234 N First Street Gueststown, TX 12345 Dear Mr.

Guest, I want to express my appreciation to you for taking the time to contact me regarding the problem you experienced while staying with us at Hotel Name. Not only does it give me the opportunity to address the issue, and find a way to fix the problem, it also demonstrates your desire for our hotel to improve in our service to you and all of our Guests. I truly welcome comments from our Guests, both positive and negative, because it is the only way I can learn what our Guests are experiencing when visiting our hotel. Let me offer my apologies for the situation you encountered. This is something that we try to avoid but, obviously, we sometimes fall short of the mark despite all our best efforts in satisfying the needs of every Guest. It is clear that we dropped the ball, so to speak, when taking care of your needs. This shows me that we have an area where further training is required for the staff in providing our Guests with better service. Your situation is not something that happens on a regular basis and it was not handled as it should have been. I hope you can allow us the chance to improve in this area and stay with us again. Then let me know if we have indeed improved our service in your eyes. After all, it is the Guests point of view that is most important to us. Without our Guests we would not be here. I will be using your correspondence at my next staff meeting to demonstrate where mistakes were made and how it affected the quality of our Guests stay. The hotel staff, managers as well as service representatives, need to understand where and how to correct these mistakes. With your input I am confident they will get the picture. Again, thank you very much for bringing this situation to my attention. Sincerely,

Hotel Manager Name Manager Title Hotel Name City Name