two replies to an email complaint
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REPLY 1:
Subject: Our Sincere Apologies for Your Breakfast Experience
Dear [Guest’s Name],
Thank you for sharing your feedback with us. I am truly sorry to hear that your experience at our breakfast buffet did not meet your expectations. Please accept our sincerest apologies for both the quality of the food and the service you received.
At [Hotel Name], we take great pride in providing excellent hospitality and a high standard of food and service. I regret that we clearly fell short during your visit, and I fully understand your frustration.
Your comments regarding the buffet selection and the behavior of our staff are being taken very seriously. I have personally shared your feedback with our F&B Manager and the team to ensure immediate improvements are made. Additional training and supervision are already being implemented to prevent such situations from happening again.
We greatly value your feedback—it helps us grow and improve. I hope you will give us another chance to provide the quality experience you rightfully expect from us. If there is anything further we can do to make amends, please do not hesitate to let me know directly.
Thank you again for bringing this to our attention.
Warm regards,
[Your Full Name]
[Your Job Title]
[Hotel Name]
[Email Address]
[Phone Number]
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REPLY 2:
Subject: Re: Your Feedback About Breakfast
Dear [Guest’s Name],
Thank you for taking the time to share your thoughts. I’m sorry to hear that your experience with our breakfast buffet and staff was disappointing.
We try to provide good food and friendly service every day, so it’s unfortunate to hear that things didn’t go well during your visit. I understand this must have been frustrating.
Your feedback has been shared with the team, and we’ll try to improve. While we cannot change what happened, we hope you will consider giving us another opportunity to provide a better experience next time.
Thank you again for your comments.
Kind regards,
[Your Name]
[Your Position]
[Hotel Name]
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