Complaint Letter Response
Word Count: 277 Author: Kimi Ural Created: 2014
The Bridge Hotel
Mersey Road
Liverpool
L18 3DR
48 Hampton Road
Liverpool
L14 3GD
Dear Mrs. Brown,
Thank you for your letter, I read it with great interest and I am taking your complaints extremely serious.
Firstly, I would like to apologise for the bad experience you have had with us I can imagine how frustrating it must have been. In your letter it says that you have booked a honeymoon suite but did get a different room, therefore I was wondering if you have booked this hotel room on a website other than ours?
I am really sorry for the closed swimming area but it was needed for safety reasons.
I am glad that you enjoyed your first night at the bar but I cannot change the fact that our customers can book the bar for a private party because that is one of the criteria’s we offer.
I checked about the false fire alarm which unfortunately woke you on Saturday night, a customer thought there was a fire and therefore activated it. We need to evacuate as quickly as possible that everyone will get out safely therefore there was no time to check if it actually was a fire or not.
As an apology I can offer you a 45% discount offer the next time you book in. I hope the unfortunate experience you had will not hold you back from visiting us again.
Once again I would like to apologise for your disappointing stay and I would like to reassure you that we take all complaints seriously and only want the best for our customers.
Yours sincerely,
Kimi Ural
Head of Customer Service
