Sample Customer Service Letters

Issue: Error in Billing for a Guaranteed Reservation

Offer: Apology and a Refund Issue: Hotel/Motel Gave a Guaranteed Room Away
Offer: An Apology and a Refund
Brand Logo
Brand Logo
Brand
XXX XXXX XXXXX Brand
XXXXXXXXXX, XX XXXXX-XXXX XXX XXXX XXXXX
XXXXXXXXXX, XX XXXXX-XXXX
Date
Date
Mr. xxxxxx xxxxx
xxxxx xx xxxxxxx Mr. xxxxx xxxxxx
xxxx, xx xxxxx xxxx xxxxx
xxxx, xx xxxxx
Dear Mr. xxxxx:
Dear Mr. xxxxx:
We were recently contacted by the BRAND Customer Service
Department regarding your billing for a guaranteed reservation Please accept my personal apologies for the inconvenience you
on ______. We must apologize for this oversight on our part. It experienced with your reservation at our BRAND LOCATION. It
appears that we overlooked the fact that you indeed were a was not our intention to rent your room to someone else.
registered guest that evening. Enclosed is a check in the amount of $_____ to reimburse you for
Mr. xxxxx, we assure you that we have taken measures to prevent the night you reserved with us. You should not have to pay for a
this kind of error. In the future, our staff will be more vigilant before room at an alternate hotel due to our mistake. Although your
billing guaranteed reservations. Meanwhile, your credit card has experience with us has not been a good one, we hope that you
been credited $_______ for the error. will offer us the opportunity to provide you with our hospitality on
your next trip.
Once again, we do apologize for this error. We hope that we can
be of service to you in the future. Thank you for taking the time to let us know of this situation. We
do apologize and look forward to serving you in the future.
Sincerely,
Sincerely,
xxxxxx xxxxxxx
Manager xxxx xxxxxxx
Manager
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Enclosure: 1
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Issue: Hotel error when booking reservation
Offer: Apology and a free night stay Issue: Personnel Issue
Offer: An Apology
Brand Logo
Brand Logo
Brand
XXX XXXX XXXXX Brand
XXXXXXXXXX, XX XXXXX-XXXX XXX XXXX XXXXX
XXXXXXXXXX, XX XXXXX-XXXX
Date
Date
Mrs. xxxx xxx xxxxxx
xxxxx xxxxx Ms. xxx xxxxx xxxxx
xxxxxxx, xx xxxxx xxxxxxx xxx xx
xxxxxxxx, xx xxxxx
Dear Mrs. xxxxxx:
Dear Ms. xxxxx:
Please accept my sincere apology regarding your recent stay at
the BRAND of ______. Mrs. Xxxxxx, what you experienced is not the Thank you for taking the time to let us know about your concerns
standard we strive to uphold. Enclosed is a Free Night Card that with our BRAND. I understand how upsetting it can be to be
you may use for a complimentary stay at our BRAND. We have placed on hold. I have asked our staff to offer to call a guest
reviewed our procedures and made appropriate changes to back instead of having them hold when they are calling long
prevent this from occurring in the future. distance. I apologize for the inconvenience you experienced
when you were asked to call back. I have discussed this situation
We look forward to having you as a guest with our BRAND in the with my entire staff to ensure it is not repeated.
future. Again, I am sorry for the inconvenience. Please contact
me personally for your next reservation at our motel. We assure you this kind of incident is not the way we conduct
business. Our goal is to provide a level of service that requires
With appreciation, diligent attention to detail and is a matter of constant
reinforcement of our motel.
xxxxxx xxxxx
Manager Once again, we are truly sorry for the inconvenience we caused
you. If there is anything else we can assist you with in the future,
Enclosure: 1 please don't hesitate to call. We look forward to having you as
cc: Property file our guest in the future.

Yours In Hospitality,

xxxxx xxxxxxxx
Manager

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Issue: Personnel Concern Issue: Housekeeping
Offer: Apology Offer: Apology and Discount

Brand Logo Brand Logo

Brand Brand
XXX XXXX XXXXX XXX XXXX XXXXX
XXXXXXXXXX, XX XXXXX-XXXX XXXXXXXXXX, XX XXXXX-XXXX

Date Date

Ms. xxxx xxxxxxx Dr. xxxx xxxxxxx

xxxxx xxxxx xxxxx xxxxx
xxxx, xx xxxxx xxxx, xx xxxxx

Dear Ms. xxxxx: Dear Dr. xxxxxxxx:

Thank you for taking the time to write to BRAND Customer Service
regarding your experience at our BRAND. I am sorry that you were
disappointed with my behavior and lack of concern regarding
this situation.
As a consumer, I know how I expect to be treated. I am truly sorry
that I failed to provide you with my very best. I hope that you will
give us the opportunity to serve you on your next visit to our area.
I am enclosing two free night stay cards for you to use at our
facility. I assure you that we will provide you with our very best on
your return visit.
Respectfully,
xxxxxxx xxxxxx
Manager
I want to take this opportunity to apologize for the poor service
you received during your stay at the BRAND of ________.
Your experience with our BRAND was not the quality of service
that we have promised to provide to our guests. Our BRAND
promise is something that we strive to deliver to every guest every
day. There is no excuse that our staff did not fulfill that promise in
your case. Please accept our apologies.
We would like to provide you with the enclosed discount coupon
to use on your next visit to our BRAND. When calling to make your
advance reservation, please ask for me and I will personally assist
you. Thank you for choosing BRAND and I look forward to the
opportunity to better serve you in the future.
Gratefully,

cc: Property file xxxxx xxxxxx

Assistant Manager

Enclosure: 1
cc: Property file

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Issue: Housekeeping Issue: Incorrect Charges
Offer: Apology and Discount Offer: Apology and Refund

Brand Logo Brand Logo

Brand Brand
XXX XXXX XXXXX XXX XX XXX XXXXX
XXXXXXXXXX, XX XXXXX-XXXX XXXXX XXXXXXXX, XX XXXXX-XXXX

Date Date

Mr. xxxxx xxxx Rev. xxxxx xxxx

xxx xxxxxx xxx xxxxxx
xxxx, xx xxxxx xxxx, xx xxxxx

Dear Mr. xxxx: Dear Rev. xxxx:

Thank you for your letter expressing the problems you
encountered during your stay at the BRAND of __________. We
sincerely apologize for the substandard condition of your room. At
BRAND, we take great pride in our high standards of cleanliness.
Unfortunately, you experienced a time when we obviously did not
meet those standards.
Thank you for choosing our BRAND for your recent visit to _______.
We received a notice from the BRAND Customer Service
Department regarding a phone call that was charged to your
credit card. Our records indicate that a telephone call was
placed to ___-___-____ at ____pm. The call lasted for ____ minutes
at a charge of $______.

My hope is that you will allow us another opportunity to serve you. We appreciate your bringing your concern to our attention. Upon
Enclosed please find a business card, which allows you a 50% further research, it was determined that you were indeed
discount on your next visit to our BRAND. overcharged for this call. The correct amount should have been
$______. I have authorized an immediate credit to your credit
Kind Regards, card account in the amount of the difference, $______.
xxxxx xxxxxxxx We apologize for our error and for the inconvenience we caused
Owner/Operator you.
Enclosure: 1
Sincerely,
cc: Property file
xxxxx xxxxx
Front Desk Supervisor

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Issue: Furnishings Issue: Any Situation
Offer: Apology and Full Refund Offer: Apology and Discount

Brand Logo Brand Logo

Brand Brand
XX XXXX XXXXX XXX XXXX XXXXX
XXXXXXXXX, XX XXXXX-XXXX XXXXXXXXX, XX XXXXX-XXXX

Date Date

Mr. and Mrs. xxxx xxxxxxx Ms. xxxxxxxxx xxxx

xxxxxx xxxxx xxxx xxx xxxxxxxxxx
xxxxxx, xx xxxxx xxxx, xxx xxxxx

Dear Mr. and Mrs. xxxxxxx: Dear Ms. xxxx:

It is with great concern that I am responding to your recent letter
sent to the BRAND Customer Service Center. My concern is with
the faulty smoke detector in your room. I want to assure you that
our motel staff is trained to handle emergency issues and should
have responded by personally checking for the cause of the
smoke alarm sounding in your room.
I would like to take this opportunity to apologize for your
unpleasant experience as a guest of the BRAND of ________. I
appreciate the time that you took to bring this matter to our
attention. I assure you that the matter will be looked into. For your
inconvenience, I have enclosed a certificate for 50% on your next
visit to our BRAND.

Please accept my sincerest apologies in this matter. Mr. and Mrs. Once again, I apologize for your unpleasant stay and any
xxxxxxxx, due to the inconvenience, I have enclosed a copy of inconvenience we may have caused you. Please feel welcome
the credit that was applied to your credit card. I hope that you at our hotel in your future travels.
will give us the opportunity to regain your trust in us. I am
available to discuss this matter personally anytime your schedule Sincerely,
allows. Please telephone me at ___-___-____.
xxxxxx xxxxxxxx
Yours truly, General Manager

xxxxxx xxxxxxxxx Enclosure: 1

General Manager cc: Property file

Enclosure: 1
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Issue: Various Concerns
Offer: Apology Issue: Misinformation Given By Motel Staff
Offer: Apology
Brand Logo
Brand Logo
Brand
XXX XXXX XXXXX Brand
XXXXXXXXXX, XX XXXXX-XXXX XXX XXXX XXXXX
XXXXXXXXX, XX XXXXX-XXXX
Date
Date
Ms. xxxx xxxx
xxxx xxx xxxxxx Ms. xxxx xxxx
xxxx, xx xxxxx xxxx xxx xxxxxx
xxxx, xx xxxxx
Dear Ms. xxxx:
Dear Ms. xxxx:
Thank you for taking the time to write to our BRAND Customer
Service Center regarding your stay at our BRAND. First, let me Our BRAND Customer Service Center advised me that when you
apologize for the inconvenience you experienced as a guest of recently tried to reach your husband and you were advised that
our motel. Second, I would like to address the concerns that you he was not a guest at this motel. As the owner of the BRAND of
expressed. _________, I wanted to personally let you know how sorry I was
that you were provided incorrect information.
I have enclosed a bill for your review, which indicates that you
paid with a credit card. Our records indicate that your account Unfortunately, our registration records indicate that your
was not doubled charged. Please feel free to verify this with your husband’s name had been misspelled and therefore entered in
credit card company. Generally, each credit card company has to our system incorrectly. However, the fact that we could not
a toll-free customer service telephone number for inquiries. locate your husband was inexcusable. It is not our practice to
mishandle phone calls and inconvenience the caller when doing
Equally, I apologize that we did not have the current airport
so. Once again, I do apologize and thank you for taking the time
shuttle schedule available for you. Unfortunately, we were not
to bring this matter to my attention. Your concern will allow me
advised of the last minute schedule changes that were made by
the opportunity to reinforce our procedures with each front desk
the Shuttle Company. I fully understand your frustration in this
employee.
matter.
I sincerely hope that you will consider staying at our BRAND if your
Please allow us at BRAND the opportunity to serve you again in
travels ever bring you to the ____________ area. We are proud of
the future.
our hospitality and we love to show it off.
With appreciation,
Respectfully,
xxxxxxxx xxxxxxxxxxx
xxxxxxxx xxxxxxxxxxx
General Manager
Owner
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cc: Property file

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Issue: ADA Related/Guest with Disability Concern
Offer: Apology Issue: Announce a No Show Charge

Brand Logo Brand Logo

Brand
Brand
XXX XXXX XXXXX
XXX XXXX XXXXX
XXXXXXXXXX, XX XXXXX-XXXX
XXX, XX XXXXX-XXXX
Date
Date
M/M XXX XXXX
Ms. xxxx xxxx XXXX XXXX XXX
xxxx xxx xxxxxx XXXX XXXX XXX
xxxx, xx xxxxx Dear M/M XXXX:
Dear Ms. xxxx: We missed you! We held a room for you on the evening of (date)
and were sorry to discover that you didn’t arrive as planned. We
Thank you for expressing your concerns about the handicapped show that the room was guaranteed with your (type) credit card
facilities at the BRAND of __________. I greatly appreciate the time at a rate of (rate) per night, plus tax.
that you took to inform us of your needs and expectations. I
sincerely apologize that we did not meet them. In order to protect your reservation when your plans are to arrive
after our (4/6 p.m.) hold time, we ask that you guarantee the
In consideration of your concerns, I have taken immediate reservation with a credit card. We are obligated to hold that
action. I have contacted the American Hotel & Motel Association room for you until 6 a.m. the next morning or until you arrive. If
in an attempt to become better informed of the regulations your plans change, we ask that you call the hotel before (4/6
associated with the Americans with Disabilities Act. Each of your p.m.) in order to avoid a no-show charge. A cancellation number
concerns will be addressed with the owner of this motel to ensure is then given.
compliance.
Because your room was guaranteed, and we don’t have a
Ms. xxxx, I apologize again for the inconvenience. I hope that you record of your canceling your reservation, we have charged your
will allow us the opportunity to serve you in the future. It is our goal (type of card) a no show charge of one night’s room rate. If we
to provide our very best to each and every guest. have overlooked any pertinent information, or if you have a
cancellation number, please let me know.
Respectfully, We at BRAND are very sorry you weren’t able to stay with us this
time, and look forward to another opportunity to show you our
xxxxxxxx xxxxxxxxxxx
hospitality.
General Manager
Sincerely,
cc: Property file
XXXX
General Manager

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