Name : Ni Putu Ayu Septiari

NIM : 20182413003

Subject : English Business Correspondence (EBC)

Lecturer : Ni Made Emila Junipisa, S.Pd.,M.Pd

Date : Friday, January 21, 2022

1. Make a Complaint Letter and Response Letter.

Complaint Letter

Medan, 23 December 2017

From : Karina Yasmina

To : Costumer Relation Departement of Grande Hotel

Dear Sir,

As a costumer of your hotel, I would like to thank you for your service. However, along with this
letter I would like to say a few words regarding to the service of this hotel.

On 22 December at 4 p.m., I called the facilities service from my room because the bathroom
lamp did not light. I called them three times and I also thought no one would answer my call. But
the fifth trial, someone picked up the phone and answered me. He said he would be arrived in 15
minutes. I waited for 30 minutes but no one came. So, I called the facilities service once and
someone picked it up and answered my call loudly like he was angry. I do not understand why he
was angry. If anyone should angry, that would be me. Why did not he come and fix the bathroom
lamp? Later, at 7 p.m. someone knocked my door and there the facilities service officer came.

From all that points, I want to say I hope the facilities service will be more responsive to your
hotel costumers. This point will probably annoy some of  bad tempered costumers. I hope this
kind of situation will not happen again in the future. Thank you for your attention and I am sorry
if there were some mistakes in my words.

Sincerely,

Karina Yasmina
Response Letter

Medan, 23 December 2017

From : Costumer Relation Departement of Grande Hotel

To : Mrs. Karina Yasmina

Dear Mrs. Karina Yasmina,

In reply to a complaint letter that Mrs. Karina had sent to us on 23 December, we are from
Costumer Relation Departement of Grande Hotel would like to thank you for the letter. We also
would like to apologize with the inconvenience and lack of service that we provide to you.

We realized that our officer did not do his work professionally, so we sent him to a training
coach to develop his skill in responding costumers calls. Also, we assure that situation will never
happen again in the future. We will upgrade our service to be more responsive and responsible.

Thank you for your attention and cooperation.

Sincerely,

Andi

Manager of Costumer Relation Departement of Grande Hotel