It is important to acknowledge that a guest was not happy and to let them know that you will use their visit to improve your service. Guests like to know their stay made a difference one way or another. If you do not let them know that you are trying to be better, they will make sure that everyone knows about their unpleasant stay and it could lead to reduced guests.
Apology Letter from Hotel (Format)
Dear (Full Name),
We would like to thank you for contacting us and letting us know that your recent stay on (date) at (name of hotel) was not up to the standards that you expected.
We strive to provide the best service in the industry, and we apologize that your experience was not the best. We have addressed your issue with our staff and have taken the appropriate action to correct the problem. Rest assured that this is not how we normally do business and because of this, we want you to please accept this voucher for a complimentary (number of days) night(s) stay at (name of hotel).
We hope that your next stay will be better and please feel free to contact us and let us know about your next visit with us or with any comments or questions.
Sincerely,
(Sender)
(Title)
(Number)
Sample Apology Letter from Hotel
Dear Mr. John Smith,
We would like to thank you for contacting us and letting us know that your recent stay on 11/1/2019 at ABC Hotel was not up to the standards that you expected.
We strive to provide the best service in the industry, and we apologize that your experience was not the best. We have addressed your issue with our staff and have taken the appropriate action to correct the problem. Rest assured that this is not how we normally do business and because of this, we want you to please accept this voucher for a complimentary night stay at the ABC Hotel of your choice.
We hope that your next stay will be better and please feel free to contact us and let us know about your next visit with us or with any comments or questions.
Sincerely,
Jane Doe
Manager
999-999-9999
