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Negative News

In: English and Literature

Submitted By sdes323
Words 269
Pages 2
800 West Blvd.
Fort Lauderdale, Florida, 54321
25 September 2014

Kevin Ward
123 Hollywood Lane
Los Angeles, California, 12345

Dear Mr. Ward,

I would like to apologize for the unexpected experience you had with us at the Colonnade Hotel and Resort. I to am frustrated with the outcome, and would like to express my disappointment.

Like most hotels, the Colonnade overbooks to protect itself against no-shows. Although management tries to predict this number with 100% accuracy, there are always human miscalculations. Unexpected stay-overs are unpredictable, and unfortunately your family got caught in this rare dilemma. When this occurs we relocate our guests to nearby hotels, offering the first night on us.

As someone who understands the importance of family, I sympathize with you and your emotional distress. Although we cannot reimburse you, we would like to extend our VIP guest package to both you and your brother’s family. This ensures that we provide you with our extended superior service, access to all of our exceptional hotel amenities, and more importantly – that this incident does not occur again. Upon your return we will upgrade you to our signature room, if available, absolutely free. Along with this package, both families will receive a VIP gift delivered personally when you arrive.

Mr. Ward, we can never predict human error. I speak not only as an employee of the Colonnade, but also as someone who understands the frustration; we are truly sorry for the experience you had with us, and hope we can restart our relationship with you and your family.

Kind Regards,

Steve Smith

Colonnade Hotel and Resort
General

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