Email Response Example Essay
Dear Mr. W.,
I am the general manager of Colonnade Hotel and Resort, and am writing to follow-up on your recent unexpected accommodation experience with us, the advance room reservation system sticking strictly to the “Overbooking Policies” of our hotel and the consequence of your inability to stay in our hotel according to your scheduled dates, even though your booking has been quaranteed by advance accommodation payment by your registered credit card, in order to celebrate your parents’ 50 wedding anniversary with us. We are sorry to disappoint you and your framily.
As a 250-room, 4-star hotel catering to business and leisure travelers, our hotel has been open for a decade and recently went through a world-class renovation. We are located close to the major office centers and the city parks and museums with good reviews on TripAdvisor and other travel sites. We also have a high rate of repeat guests who love our spacious meeting space and the restaurants hired with internationally-acclaimed chefs and staff .
I have known through our front office agent who served you and your wife at the time when both of you coming to check-in with us. Due to the recent update of our computerized room reservation system, it, in order to protect itself against no-shows, has implemented overbooking policies. The number of rooms we overbook depends on how many no-shows we are expected each night. We tried to predict this number with 100% accuracy, but some unexpected incidents such as extend stays of some existing guests who decided to suddenly stay longer with us unexpectedly happen from time to time. We also have our Walking Procedures in place to protect our hotel guests having to encounter the overbooking situation without expectation. We have negotiated walk rates with referral hotels before walking guests to obtain the selling status of comparable area hotels, and will pay for all of their necessary relocation costs, like hiring hotel vans and documents transferred, to another hotel of their choice. Our Prestige Club level members will be avoided by this incident at all costs whenever possible. We would like to help you relocate to another hotel, however, failed because we understand your frustration of the situation.
We want to take this opportunity to apologise for the dissatisfaction we have caused you and your family. Our front desk staff has entered entered you under our VIP guest section to ensure we provide you with exceptional service and does not walk you and your guests on a future stay. Guests return the following days will be offered an ungraded room, according to availability. A personal note of apology from me will be sent in your room, with a VIP gift upon your return. Guests who do not return will be sent a personal note to their home address.
We deeply apologise your frustration due to this incident, and regret that you have left some negative comments to TripAdvisor and …
