Dear Mr Bennert,
Thank you for taking your time to provide us with your valuable feedback regarding your recent stay in Good Life Hotel. I am terribly sorry to know about your experience and sincerely apologise that we did not meet your expectations which you have the right to expect.
I am disappointed to know that about the level of service you received at the front desk as well as the problems you faced with the facilities. It is certainly not the exceptional experience we aspire for our guests to enjoy, and I sincerely apologise.
Please know that we have addressed all the points which you highlighted, and remedial actions are being taken. Thank you again for giving us an opportunity to review our processes to understand the missed opportunities and prevent recurrences in the future.
I sincerely hope that you will give us another chance to regain your confidence the next time you are in town. Please be kind enough to contact me directly and I will personally ensure a seamless experience for you and your family.
We look forward to receiving your reply, for an opportunity to restore your faith in our hotel and service team.
Guest Service Agent – Front Office