Hotel Industry Portfolio: Analyzing Guest Correspondence & Reviews

This portfolio presents a collection of hotel correspondence, including a thank you letter from Hotel Disney, a response to a negative review on Booking.com for Hotel Daisy, a response to a positive review on Booking.com for The Chilworth London, and an apology letter in response to a customer complaint for Hotel Trinity. The thank you letter aims to build customer loyalty, while the responses to reviews address guest concerns and highlight improvements. The apology letter details steps taken to rectify issues and offers compensation to regain customer trust. The overall objective is to showcase effective communication strategies in addressing diverse customer feedback and maintaining a positive hotel image. Desklib offers a range of similar solved assignments and resources for students.

Portofolio

TABLE OF CONTENT
Element 1:....................................................................................................................................3
Element 2:....................................................................................................................................3
Element 3:....................................................................................................................................5
Element 4.....................................................................................................................................6
REFERENCES................................................................................................................................1

Element 1:
Thank you letter:
Hotel Disney
Dear guest,
Thank you for choosing Disney hotel. I hope we fulfilled every valuable demand that
you have made with us and made your trip memorable with our excellent service. We hope to
see you again, and we are waiting to welcome you with warm heart. However, we are extremely
sorry if we have not meet those demand you made with us, we know there are certain area
where we lack behind and become ineffective, but we will address you professionally on next
visit if you are planning. This year our team is planning to introduce pool area and other
amenities that will fulfil demand of valuable guest.
We are planning to expand our hotel area and including certain attractive things such as
fountain, pool, hot jacuzzi and sun bath. We want you to explore our hotel this summer and
enjoy heat of the town. Please have a look on official site of www.tourism.com where
government is planning to develop certain attractive point in the city to boost tourism. We
recommand you to visit our hotel this summer as we are planning to add some significant
feature in our hotel to attract new guest and to bring back our valuable old guest.
We received your previous feedback where you have mention some improvement area
which was effectively completed by hotel maintenance department. We see you as our loyal
guest since 2010 and waiting for you to visit again and make your trip memorable. There are
certain upcoming mega events including carnival music festival and sport mega event which
will attract guest from all over the world. We never want you to miss such special movement,
we are again inviting you to become our valuable guest and enjoy lights of Fictional hotel.
We hope to see you soon.
Sincerely
Hotel Disney, London.
Element 2:
Negative review of hotel on booking.com:

Hotel Daisy
General manager
Management response to guest booking no: 225255 Date: 09/02/2022.
Dear guest,
We feel valuable to have you as guest at hotel Daisy, we as responsible hotel runner feel
happy to provide you service and made your stay memorable. However, we have noticed that
you have raised a complaint about hotel structure and mentioned that you felt disturbing during
your stay, we are extremely sorry for such terrible movement. We have improved our hotel
structure and planning to introduce new floors with strong foundation, we have notice this
complaint is been arising due to poor structure and many other guest also have mentioned same
problem. Although this problem was arriving due to poor or unrepaired structure of the hotel.
As new managing team, we have completely renovated our floors and changes every
leak pipeline which is been discovered. I personally feel bad for your terrible experience with
us, we are extremely sorry for this issue which you have faced. This hotel is taken over by new
management group and have made major improvement in the structure, we recommand you to
visit our new hotel and enjoy certain extra benefit. We have increased our room size and
changed layout, information including photos and videos of renovated hotel will be shared on
official site of the hotel, www.daisyhotel.com.
You can have a look at new layout of the hotel and room in which you have stayed in,
we recommand you to plan a visit at our hotel and enjoy highly professional service we will be
providing to every valuable guest that have negative experience with us, we will provide heavy
discount to guest who had negative experience on their visit. We are looking forward to
welcoming you and we will try to provide you those service which will help in making trip

memorable. We are planning to attract our old guest with discount and new room that will
surely meet demand of guest.
Best regards
Hotel Daisy.
Element 3:
Positive review of hotel on booking.com:
Hotel Chilworth London
Dear guest,
We are happy that your trip was awesome and you preferred our hotel The Chilworth
London. We are looking forward to provide you professional service that we think we missed
during your visit, we are waiting for you to visit again and share your valuable time with us. We
have notice that you liked certain area of our hotel, as you have mentioned that hotel is located
in quiet area which made you feel relaxed.
Our hotel is located in one of the best area of Westbourne Terrace and will listed best
place to experience quite environment. We are looking forward to welcoming you and relive the
best movement of your life. Responding to your review, we see our staff as most skilled in
whole London because each one of them carry leveraging experience in hospitality industry and
have skills to manage guest from all around the world. Thank you for your valuable review for
our staff member and sharing your thoughts on service you have experienced during your stay.
We see you as our valuable guest who shared their real experience, we sincerely thank
you for every positive point that you have covered in review that you have provided for hotel

The Chilworth London. However, we have notice that you have mentioned some negative point
or experience that you had with our room and service. As you have mentioned that pillow was
uncomfortable for you and room size was also smaller.
We see this as a major issue where guest have felt disturbing during their stay, after
reviewing your feedback we will change pillow type and place new set to avoid such happening
with other guest. We want you to enjoy our professional service with new mattress and pillow.
We are looking forward to welcoming you again, and we will be providing heavy discount to
our valuable guest. Please have look on our official site where you can add your booking
number and avail discount on your next trip. Please follow, www.thechilworthlondon.com to
learn more about hotel and discount that you can avail for next trip.
We are looking forward to welcoming you again and become part of our hotel.
Thank you
General manager
Hotel Chilworth London
Element 4
APOLOGY LETTER IN RESPONSE TO CUSTOMER COMPLAINT
Hotel Trinity
Dear Melanie Drake,
I am Mrs. Claire Maiden & I am guest relation manager at Hotel Trinity. First of all let me
express my sincere apologies on behalf of my hotel for the unintentional mistakes that has
been caused towards you. I am very disturbed after hearing your complaints. On the top of
that, I am extremely sorry for that you had faced numerous attributes at our hotel. I know that
you are so old customer but I really sorry for inconvenience what you faces into hotel. I Have
run a quick investigation at the hotel in order to know the major cause behind all those
problems that has been faced by you and I came to the final conclusion that, it was happened
due to the ineffective coordination among the staff. As a result, the consequences have been
faced by you. As you have made me aware about Ben that every single effort has been ensured
by ben. However, other staff members has lacked in terms of assuring quality services.
This is clearly a mistake that has been made at out hotel and I will make a keen focus over

this. I am taking all the major responsibilities at my end. Each and every complaint that has
been made by you whether it is related to beds, food, check-in timing, less satisfaction and so
on will be taken in consideration and the focus over each mistake will be made. I genuinely
thank you for informing me about the problematic situation that has been made by us. I
understand that, what you have felt throughout experience. I will personally look upon this
matter and the best solution will be made it out. So, next time you never have this experience
again.
I will conduct a group meeting where the mistake of each department will be evaluated to
them and the consideration will be discussed so this will not happen in future again. We are
extremely sorry for making you disappointed. I am assuring you commitment that, the
standards that have been set by us will be maintained. Customer selects our services on the
basis of information they received, we will make keen focus over assuring exact services that
has been revealed in information.
As a result of your complaint, the training has been organized for each department so, they can
be aware about performing their roles and responsibilities in effective manner. Also, next time
when you visit at out hotel, you will get the luxurious and quality services. We are making a
request to you in relation of not taking complaint in the consumer court. I hope, you will
accept our apologies. Also I recognized that you are very old customer and I assure you that
you will never faces this issues and I will defiantly gives you extra discounts in booking
process and other essential facilities with great manner. Discounts which includes for your and
others customer great experience is 30% less in room charges, I will provides individual
worker for you and your family members take care, delivery of fresh food and many more.
Please don't hesitate to revert us back at any time. You can contact us at www.hoteltrinity.com
Also, here is my mail ID [e-mail]. Kindly review us back.
I would also like to inform you that we will assure extra focus and extra measures will be
taken by us in order to make sure that, such mistakes will not take place in-future.
Apologies again for the inconvenience

Guest relation manager
Hotel Trinity

REFERENCES
Books and journals
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