Letter 1 Westbank Hotel and Conference Centre 23 25 New Mount Street Bath Avon BA1 8DF Solpro Properties

es 44 Marylands Avenue New Romney Kent TN28 8FR 12 August. Dear Mrs Zoe Henry, Thank you for choosing our Hotel and Conference Centre for your activity. I am pleased to inform you that the conference room is available on October 12 to 14 for the activity that you are going to do in it. We recommend, after your activity is over, to relax in our new Relaxation Centre that we opened recently for our guests. Also, we need from you the final figures by midSeptember because we need to know how to organize everything by then. I read in your letter that some of the participants are vegetarian. We need to know if your participants eat fish and eggs or not. Yours sincerely, Esther Woodford Manager

Letter 2 Mr Max Humphreys Sales Manager Global Office Supplies PO Box 340 Borehamwood Herts WD6 1LT Wiseman Medical Supplies 56 Elton Road Leith Edinburgh EH1 3WP 22 January Dear Mr Patrick Rhodes, We apologize for all the inconvenience that has occurred lately. We will try to repair all the mistakes. First of all, we didnt know that Wiseman is eligible for discount referring at the invoice from 10 January. We will try to fix this. For the fact that you receive 3 items that you didnt order, we will return the products to our headquarters and the costs will be covered by us. In terms of labels, they will be sent by express currier as quickly as possible. We made this mistake because we were having a flu epidemic and because of this many of our staff had been off work. As a consequence, that staff that remain on work they all worked an extra time to cover the absences. We apologize once again and we like to let you know that is the first when we are in this situation. We werent prepared for flu epidemic and staff nearly is all back to work. This kind of problems will not happen, we assure that. Yours sincerely, Max Humphreys Sales Manager

Dear Mrs Zoe Henry, I am writing to you in response to your correspondence dated 12th August in which you requested availability for conference and hotel rooms from October 12 to 14 inclusive. I can confirm that we have conference rooms available in that period. You mention that one member of your staff is in a wheelchair so I can ensure you, that we have 4 specially adapted suites on the ground floor of the hotel. Also you said in the letter that some participants are vegetarians and we need to know if they eat fish and eggs or not. Please can you send me this informations by mid-September in order to hold these rooms for you. After you activity is over, participants can enjoy our new Relaxation Centre.

Yours sincerely, Esther Woodford Manager

Dear Mr. Patrick Rhodes, I am so sorry to hear about your difficulties with our services. We will try to solve all the mistakes. Invoice errors were produced because we have a temporary member staff and he didnt know that your company receive discount. For the packing material that you didnt order will be issued a credit note. We will send you the missing labels as far are possible by express courier and all costs is supported by our company. These mistakes were produced because in our company was a flu epidemic for which we arent prepare and many of our employees have been off work. And for these reasons the rest of the staff have to work more and cover the absences. Once more, please accept our sincerest apologies. You are a valuable customer and we hope that you will remain one for many years to come. Please let us know if we still have not adequately resolved the problem and assure you that we would do everything required to address the issue.

Yours sincerely, Max Humphreys Sales Manager