Hotel Management Apology Letter to Guest Over Poor Hospitality: The quality of a hotel is proved not only by building of large hotels or luxury services but also by attending to the complaints of the customers and providing solutions to them at the earliest. When a complaint of a customer who paid your business for a service and found that it did not meet their expectations, perhaps even soiling a special vacation gets to your desk. Then, it’s your opportunity to be a positive force of change to turn things around.
Some common poor service complaint raised by hotel guest are untidy rooms, noise from the adjacent rooms, delay in providing services, etc. If the hotel was unable to serve the customer timely and appropriately, then it must apologize to the customer and solve the issue asap.
Check out examples of letters and emails from hotels to its guests seeking apology for inconveniences.
Apology Letter To Hotel Guest for Inconvenience
____________________ (Name of the Guest)
____________________ (Address)
____________________ Phone Number
Dear Sir/Madam,
We would like to sincerely apologize to you for the inconvenience that we may have caused you during your stay at our hotel on ____________________ (Enter date in full). We realize that our services were not up to the mark. We could have done better in serving you.
Although we hate to make excuses, the real reason for the poor service on that specific day was because a couple of our staff on duty called in sick and in their absence, there was delay in servicing the guests present at the hotel by other staff on duty.
We would like to make it up to you. Hence, we offer you a ___% discount on your next stay any time in the future in our hotel. Please produce this letter or use the code ____________________ while booking.
Once again, we are deeply sorry for the inconvenience.
Thank you for your understanding!
Yours faithfully,
____________________ (Signature)
____________________ (Name of the Hotel Executive)
____________________ (Designation)
Sample Apology letter format to Hotel Guests
To
____________________ [Name of the Guest]
____________________ [Address]
____________________ [Phone Number]
Dear Sir/Madam,
Please allow me an opportunity to introduce myself; my name is ____________________ [Mention your name] and I am the Director of Rooms Division at the ____________________ [Hotel Name], ____________________ [City Name]. My Guest service team has advised me of the service you received during your stay with us; first and foremost I want to sincerely apologize for this.
We always strive to provide the best service to our guests and especially to regular guest such as yourself and on this occasion we did not exceed your basic expectation.
I would like to extend an invitation to you and your family to stay with us the next time your travel should bring you to ____________________ [Mention City Name]. Please be kind enough to contact me directly I will personally ensure that your stay is VIP, And I will extend a special discounted rate with complimentary breakfast to order.
I look forward in hearing from you and looking forward to welcome you at ____________________ [Mention Hotel Name].
Yours sincerely,
Director of Operations
____________________ [Hotel Name]
____________________Hotel Email Address]
Apology Email Letter To Hotel Guest For Poor Cleanliness/ Dirty Room
To
____________________ (Name of the Guest)
____________________ (Address)
____________________ Phone Number
Dear Sir/Madam,
We are so sorry to learn that you did not find the room to your satisfaction on the cleanliness front. After receiving your complaint, we instructed our staff immediately to have it cleaned thoroughly.
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We sincerely apologize to you for the inconvenience caused. We assure you that this will not be repeated again during your whole period of stay. Please contact me directly if you have any further concerns.
We strive to provide the best service to our guests, but we fall short of the same sometimes. We hope you will see the improvement and enjoy your time with us.
Thank you for your understanding!
Kind Regards,
____________________ [Name of the Hotel Executive]
____________________ [Designation]
Hotel Apology Letter to Guest Complaint Over Air Conditioner Failure Inconveniences
____________________Client Name
____________________ Address…
Sub: Letter Hotel to Customer for Apology
Dear Customer Name,
Being the manager of this hotel, I am expressing my heartfelt regret for the inconvenience you suffered due to air conditioning systems failure during your stay in our hotel room. Actually, the air conditioning system failed due to frequent power outages. [show actual problem and situation].
Now our hotel management has decided to purchase an electric generator so that we should have an alternative to supply electricity to all the rooms of our hotel.
I assure you in the times to come our customers will not suffer any inconvenience caused by air conditioning systems failure.
Sincerely Yours,
____________________ [Writer’s Name]
____________________[Hotel management]