I appreciate you taking the time to write a review of your experience with us. The situation you described regarding the billing issues is truly regrettable. We are very sorry for your experience. To prevent this from happening again, I have reviewed our billing procedures and associated promotional discount policies with our front desk staff. The staff and I appreciate your comments, as it will only help us to improve. If you have any additional feedback, please reach out to me at firstname.lastname@example.org. It would be our pleasure to have you stay with us again in the future to show you our positive strides taken to enhance your experience with us.
Thank you for taking the time to write a review of your stay. The issues you described are unacceptable, and I sincerely apologize for your experience. To prevent this from happening again, I will make sure we are thoroughly inspecting rooms prior to guest arrivals. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. If you would like to discuss this further, please do not hesitate to contact me at email@example.com. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.