Responding to a Complaint Letter: A Case Study

The assignment is about analyzing a complaint letter from a customer and the hotel's response. The hotel acknowledges the issues faced by the customer and their colleagues, apologizes for the inconvenience, and outlines steps taken to resolve the problems. The response includes updates to the website, pre-booking system, heater installation, employee training, and security improvements. The goal is to demonstrate how a company can effectively respond to customer complaints and implement changes to improve services.

Responding to a complaint
letter

XYZ Street
London, UK
Panorama Hotel
ABC Street
London, UK
Electronic RDC
Subject: Apologies for the in-effective services
Dear Sir,
I received your letter in which we have gone through all the issues that was given by
you. We have considered all the problems that were faced and we deeply apologies for the
inconvenience that caused you and your colleagues. In order to resolve the issues, we have
taken immediate steps that will enable to solve the problems faced. With this respect, below
given are the points that are implemented within the hotel:
 We have updated our website and the issues in respect with the price is resolved.
Further, we have also considered the pre-booking system in which shortage of rooms
faced by you and your colleagues. This is a new type of system in which all the updates
will be received by you on your cell phone in case there are any type of changes with
respect to you booking made.
 We call up people who checked all the heaters and they have identified many issues. For
this respect, we have repaid all the heater and the once that have no scope of getting
repaid are placed so that no one case this type of issues any more. In total there are
about 16 new heaters that are installed and other proper checked and repaired.
 Most of the employees in our hotel are new and so they do not have proper experience
to maintain the room in effective manner. To overcome this issue, we have arraigned
training and development program so that the issues faced by workers can be identified
and solved. This way, the issue faced in respect with the smell of the smoke and other
related problems will be solved.
 There are certain changes made in the policies and that no will be allowed to move out
and it will be under security observation. For this respect, we have also raised our
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security team who will look after it. In addition this, there are new doors used as they
are sound proof. This will be highly effective to eliminate the noise from outside.
 Lastly, for our conference room we have developed a plan in which the conference hall
will be constructed just near to our hotel and it will be attached. This will take up to 2
months’ time but we will made sure that the time conveyed is reduced so that it will be
convenient for customers.
Hope all the changes and improvement mentioned above will be enable to improve the
quality of hotel and in solving the issues that were conveyed by you in the letter. As we do
understand that you visit to our hotel branches frequently and you are our valuable customers.
We respect the issues that were conveyed to us and we made sure that the problem are not
repeated again. We will also consider some other suggestions or changes in case you required
any. Thank You.
Your Faithfully
Mr. Lando (Manager)
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