A customer has sent a complaint letter to Jason Stankowski, manager of the 4-star QNM Hotel in

downtown Toronto. The customer who sent the letter was on a business trip, visiting the hotel

from Winnipeg for two nights. Here is the body of the complaint letter:

I was on a business trip and visiting your hotel for a couple of nights last week. I had stayed at

your hotel on a few business trips in the past, the most recent one being about 18 months ago. All

I can say is, wow, what a difference 18 months can make. I recognized only two of your

employees from my past visits, and neither they nor the new employees seemed to be very

enthusiastic about their work. The front desk clerk never smiled, she did not even look at me and

the only words she used were purely to get the information she needed, such as my driver's

license and credit card. I got the same level of warmth that I would have expected if I was

dealing with a machine. When I called for room service, nobody answered. After not getting

through on a few attempts, I walked to the main reception counter to make my request in person.

When I returned to my room after the first day of meetings, I was not impressed with the level of

cleaning that was done after my first night's sleep. The garbage cans were not all emptied out

and one of my used towels was lying in the shower. And another thing, your television didn't

work properly, as it showed too much pixilation on the screen, but I didn't bother calling to get it

fixed because I wasn't sure you guys would get around to doing it. Overall, it was a frustrating

experience, and one that I'll avoid next time I visit Toronto because I'll stay at a different hotel.

Yours truly,

Unhappy customer

Please refer as a manager and Make any reasonable reply

and solve this situation as favorably as possible