Dear Tracy S,
Thank you for taking the time to share your honest feedback following your visit to the hotel.
I am shocked to read that all wasn't expected and that you felt down following your visit. The feedback raised certainly doesn't reflect the level of product and service we are known for. I have taken the opportunity to further investigate your comments with comments with our senior management team.
I do hope we have the opportunity to show you what the team can truly deliver.
Warmest regards,
Tom Ellenor
Guest Relations Manager