Bài 4

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FIVE STAR HOTELS

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Dear Mr Rees,

Thank you for your letter of 21 June. I was very disturbed 1 by your account of what happened in our hotel last week, and I am writing to apologise 2 this. I can understand that you were shocked 3 the way the employee spoke to you. There can be no excuse 4  such behaviour and I fully understand why you felt the need to complain 5 the situation. I can provide no explanation 6  the way the receptionist behaved.

Our hotel group has a reputation 7 being good 8 looking after our customers, and I am very sorry that your experience 9 our service did not confirm this. I intend to deal 10  the staff member appropriately and I will ensure that she does not repeat this behaviour 11  sending her on a retraining course next week. I would like to assure you that the bahaviour you encountered is not typical 12 our staff.

As the manager, I am responsible 13 all of our employees so please accept my apologies again and this voucher worth £50 to spend in any 14 our hotels.

Yours sincerely,

Clive Martin

Hotel Manager