The scenario:

It is winter. You are the manager at Great Wolf Lodge, Niagara, which is very famous for its indoor water park. You are informed by the water park manager of your hotel that one of their heat systems is out-of-order and they won't be able to maintain a comfortable temperature (i.e. around 30C) in the water park. The temperature may drop to 20 to 22C in the park, which many people, especially kids, may feel cold. It will take around 2 days to repair the heat system. You have around 280 bookings for tonight and tomorrow, and you know the guests come mainly for your indoor water park.

Email your guests, Mr. and Mrs. Smith, to explain the situation and suggest possible alternatives.

message will be evaluated based on:

• Your Introduction (Introduce yourself, your title and the company you represent as per the scenario)
• Recap the scenario (explain what has happened) and as well as any compensation you will provide if you decide to do so.)
• Options regarding the actions to be taken (what you will be doing to remedy it - 2 options for the customer to choose from)
• Support Material (If you are providing compensation, provide documentation such as vouchers, coupons etc. as attachments that would go with your email)
• The summary and closure (For customer understanding recap what your remedy to the situation is as well as any compensation you are offering, including any documentation attached to the email) (Ensure you close with your name, title, and the name of the company you represent as per the scenario and any contact information for the customer to get back to you)
• Grammar - Punctuation | Sentence structure | Spelling | Correct, proper, and appropriate word choices | Use of paragraphs.