Response to a formal written complaint. This needs to be written in a professional manner and must look professional (consider logo, font, paragraphs, spelling & grammar). It must be sincere, empathetic and an appropriate solution offered. Remember, this letter is not public and addressed directly to guests, the resolution should reflect this.

6 Walmsley Street Swansea SA1 ZAR September 21st 2022 Subject : Complaint Dear Sir/Madam, My Family and l were recently guests at your Hotel from 15th September to 20th September 2022, in a family room. During our stay, we encountered a number of issues that I think you should be made aware of. Your Hotel was highly recommended by friends who had stayed there last year on their honeymoon. We also did our own research before deciding where to stay and your website is beautifully presented with wonderful photos and there are several positive reviews on the web which helped us make our final choice and decision. We felt confident that in choosing a hotel which came highly praised from our close friends as well as winning us over via your website and its reviews online, was sure to be the vacation we were hoping for. We were reassured at the time of booking that we were to be in one of the newly renovated rooms on the quiet side of the hotel. Upon Check-In, we were told that due to an unexpected over booking (I don't even understand what that is), we had to be moved to another room, room number 121 and that should something free up during our stay that we would be able to move if we wished. The room was certainly one of the older, un-renovated rooms located on the ground floor near the lift which meant that we heard every single guest coming in and out of the Hotel until all hours of the night including the Housekeeping team coming in and out of the list with their trolleys from very early in the morning. The room itself was also really quite dirty and seemed to have been perhaps unused for quite some time; there was a constant damp and mould like smell in the room that gave my children a headache after the first night. We complained and were assured that we would be moved into another room but each day went by with no rooms available for us and we ended up staying in the same room for the rest of our stay. The entire experience ruined our entire holiday and we will never be going back to your hotel or recommending it to any of our friends. The room was not at all what we booked and had we have known the state of both the room and the level of noise we'd experience we would have never chosen to stay at your hotel. We feel that we were completely miss-led via your website, booking process and the very positive feedback that we had received from our friends. Awaiting your prompt reply. Yours sincerely, Mrs Mary Lewis Page 28 of 35