A customer has written a letter complaining about having her reservation cancelled at your hotel. Your hotel is named the Winter Sands Hotel, and she had a reservation for November 25th. The hotel features a spa, for which she also had reservations. The spa is not associated with your hotel management, and the spa reservation could not be cancelled. The customer had to drive to the appointment, and drive back home, since all the other hotels in the area were more expensive. Your management will offer her a 15% discount on a future stay, but needless to say, her letter was not relaxed — she was very upset, but civil. Draft a response to the letter that demonstrates your understanding of proper written communication techniques for addressing customer concerns

Date 28, 2015


Jane Black

New York

Dear Madam,