From: Grozny City Hotel, Grozny, Russian Federation, info@groznycityhotel.

ru
To: Ms/Mrs name, city, country, e-mail
Subject: Re: complaint

Dear Ms/Mrs name,

Thank you very much for your letter dated 6 September regarding you the unsatisfactory service you
received while your stay at the Grozny City Hotel.

We truly regret that you had such an unpleasant experience and we offer our deepest apologies for the
inconveniences this caused you. We are disappointed that you your stay caused such a deep level of
discomfort and that it did not provide you with a tranquil holiday for which you have planned. We will do
our best to redress this situation.

Our Front Office Manager was informed about your complaint regarding the discourtesy and lack of
respect you were met with upon arrival at our hotel. A new course of courtesy training for all staff was
repeated. And your feedback about restaurant food has also been brought to the attention of our chef and
corrective measures have been taken.

I understand how the construction work at our hotel could cause such serious inconveniences. However, I
would like to explain. Well in advance of each gest’s arrival we informed each person via e-mail about
the work being done and how this may affect their stay. Please find attached the letter that was send to
you on 2 September at 14:30. We regret that you never mentioned any of the problems and issues you
faced while you were staying at Grozny City Hotel. If you had come to us during those two weeks we
would have taken actions immediately.

However, we understand your disappointed and frustration. As part as our deepest apologies we offer you
two complimentary nights at our spacious Business Suit any time over the next year. Our current work
will be finished in December, so you will be able to enjoy relaxing vacation.

Again, I would like to extend our sincere apologies for the inconveniences caused during your time at our
hotel. Our team hopes that these isolated incidents will not affect our future relationship.

Your sincerely,

Ekaterina Lipilina

Ekaterina Lipilina
Receptionist
Grozny City Hotel
Kadyrov Avenue, 1/16
+7(8712)296000