Hotel Guest Services Apology Letter

Letter -1

I [title] [name] from [name] hotel am writing to you about your stay at our hotel from [date] to [date]. I wanted to apologize for the inconvenience you faced while staying with us.

We understand that you had reserved the rooms facing the beach but when you reached the hotel we couldn’t give you those and you were given room [number] and [number]. As we had informed you earlier, we had no idea at the time of confirming your reservation that on the day of your arrival there would be an issue of gas leakage in those rooms rendering them unfit for occupation.

We hope you would understand the impossible situation we found ourselves in. We hope you enjoyed the complimentary fruit basket we sent up to your room. Also, we would like to give you a voucher for 10% off on your next reservation. Your satisfaction and comfort are our biggest priority and we deeply regret any inconvenience or undue stress you faced on arrival.   

Looking forward to your kind patronage in the future too.

Letter -2

I [title] [name] from [name] hotel am writing to you about your stay at our hotel from [date] to [date]. I wanted to apologize for the inconvenience you faced while staying with us.

We recognize that at the time of reservation we had committed that you will get a free trip to the nearby village and a visit to the local handicrafts market but upon arrival, we couldn’t fulfill either of these commitments. As we informed you earlier, we had no idea that during your stay there would be a strike going on in the area, and the handicrafts market would not be accessible.

No one could predict that things will take a turn for the worse and we wouldn’t be able to deliver the package we routinely provide. Despite all these unforeseeable circumstances, we tried to make your trip as eventful as possible. We hope you enjoyed the visit to the historical caves of [name] and the visit to the fruit orchard.

Also, we would like to give you a voucher for 10% off on your next reservation. Your contentment and comfort are our biggest concerns and we deeply regret any inconvenience or unnecessary stress you faced during your stay with us.  

Looking forward to your kind patronage in the future too.

Hotels are a major part of the service industry. Running a hotel means you have to treat every guest with respect and provide them with the best service possible. Hotel guests can be a good way to advertise the hotel by using word of mouth. So, if a customer gets upset over bad service, it is very important to write him/her an apology letter.

The apology letter should include:

• The problem that made the guest upset
• Discuss the ways you plan to attend and fix the issue
• Write an assurance that it will not be repeated in the future
• Add some offers or discounts to keep up the ties with the guest

Hotel Guest Services Apology Letter

I would like to offer my sincere apology for the problems you faced during your stay at our [hotel name etc.]. I am still looking into this matter to see how this problem occurred. It is very rare to have problems with our booking system but sometimes even the technology/computer systems can deceive us. Whatever the reasons might be, your stay at our hotel was not a very pleasant experience and we are very sorry for that.

I hope, once the issue was solved, your stay with us was pleasant and you enjoyed the rest of your holiday. I am glad we were able to get you the room you were looking for. I hope you enjoyed the free meal we sent to you to cheer you up. We would love to see you again so; we are offering you a [10% etc.] [any other discount or offer] on your next visit to our hotel.

We are always concerned about all our guests and it makes us feel very bad when even a single guest goes unsatisfied. We will make sure that such problems do not occur in the future. The hotel staff tried their best to fix your issue, I hope this satisfied you and gave you some comfort. I would love to hear about any other negative experiences you had with us.

I hope you will stay with us the next time you visit this town.