Summary
Summary Letter reply to a customers complaint
- Institution
- PEARSON (PEARSON)
The letter concerns an apology from a customer service agent. The letter includes how the organisation will make up for the issues the customer faced.
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The Bridge Hotel,Mersey Road,
Liverpool,
L18 3DR
48, Hampton Road,
Liverpool,
L14 3GD
Dear Stephanie Brown, 17th November 2021
We are writing to you concerning the recent issues you have listed. It is unfortunate to hear
that your stay with us was not as you expected and was not able to appeal to your needs.
We have read through your listed complaints and want to ensure we can explain to you why
these issues arose during your stay.
Looking at your booking, it can be seen that you did book the honeymoon suite for your
weekend holiday. The reason we had to move you to a different room is there where issues
with the toilet and shower water supply which needed to be repaired due to the water
being slow running and not high pressure. As we do have a pool at our accommodation,
unfortunately as you had stated, it was close for repairs. Due to this, we had ensured to
notify our guests by stating that the pool was out of order on the website and at what date
it would be available again. The pool was only closed due to re-chlorinating the pool which
was only due to take three days. This is the same for the private party in the restaurant as
this was added to the website also to be viewed publicly. This party had been book way in
advanced which meant we had a knowledge of this and wanted to ensure that all guests
where able to be notified of this private occasion. We are sorry that this information did not
make it to you and where unaware that this was the case. In the case of the fire alarm, we
where not allowed to notify any guests or staff that it was a drill as all fire alarms have to be
treated as real until it is announced that they are false. However, we understand your
distress as it was not meant to go off at night and was an error within the test times.
Altogether, we are sorry that your stay was not as you expected and hoped. For this reason,
we are willing to give you a 40% discount if you come to stay with us again. Along with this,
you will be upgraded to a higher class room for your whole stay the next time you stay with
us.
We hope that this is acceptable and will allow you to have a better experience with us next
time.
Yours Sincerely, (Customer service agent at ‘The Bridge Hotel’)
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