Dear Madam,
Thank you for taking the time to let a review about our hotel.
Unfortunately, we see that the quality of our service did not reach your expectations.
Please accept our apologies for the inconvenience.
It seems that you met trouble when it came to the payment... We apologize once again, be assured that it was only a careless mistake. We do not our guests to pay twice.
We'll notify this matter to our team, in oder to make our coworkers paying more attention.
Kind Regards,
Thomas - Front office