Dear Mr./Mrs.

/Ms Addams,

Thank you for writing to us here at the Anytown Grand Hotel. We are sorry to hear that your stay at our
establishment (1) did not meet your expectations

In your letter, you state that your room was not ready when you arrived even though it was after the
established check-in time. We are sorry to have caused such inconvenience on your visit to Anytown.
Your complaint has inspired us to re-train the desk staff. Now, all employees have been reminded that
the appropriate procedure in this situation is to hold the guests' bags (2) and offer vouchers to the
hotel restaurant

You also stated that your room was excessively noisy (3) due to the construction next door. You
say that you called the front desk but you were not given a new room. We have checked our records,
and it seems there was no other room available to give you. Even so, (4) we apologize for the noise
and wish we could have done more to make your night more comfortable.

Please (5) accept our most sincere apologies . Given the unfortunate experience you had here at the
Anytown Grand Hotel, we would like to offer you this $100 voucher for your next stay at our
establishment. We hope that your next stay with us (6) will better meet our standard of
excellence.

Sincerely,

accept our most sincere apologies due to the construction next door

we apologize for will better meet our standard of excellence

and offer vouchers to the hotel restaurant did not meet your expectations

FIND WORDS/EXPRESSIONS IN THE LETTER THAT MATCH WITH THESE DEFINITIONS

- express something definitely or clearly in speech or writing= stay

- the period during which guests are expected to arrive= check in time
- an established or official way of doing something= procedure
- making or given to making a lot of noise= noise
- the sum of the past achievements of an organization, or company= records
- able to be used or obtained; at someone's disposal= available
- a small printed piece of paper that entitles the holder to a discount, or that may be exchanged
for goods or services = voucher