Dear Valued Guest,
I am dismayed to learn that your recent stay at our property was not incident free. Please accept my sincere apologies for providing you with a stay that was memorable for the wrong reasons.
Your television remote control should have been replaced as soon as you notified us that there was an issue with the one in your guest room. I apologize for the delay in doing so.
With regard to your credit card, our house policy dictates that we obtain a credit card upon check in from all of our registering guests. If a guest wishes to settle their account in a different manner we simply seek authorization for a lesser amount on the card to cover the possibility of any incidental charges that may be incurred during the stay. Our guests swipe their own cards at our terminals and approve the amount themselves. There are no hidden costs or charges.
Thank you for bringing these concerns to my attention, and for choosing to stay at our hotel during your recent visit to Gilroy. I hope we get the opportunity to welcome you back again at some time in the future.
Sincerely,
Martin Donnelly
General Manager