Apology Letter from Hotel to Guest for Poor Service (Sample)

The quality of a hotel is proved not only by building of large hotels or luxury services but also by attending to the complaints of the customers and providing solutions to them at the earliest.

Most of the common complaints are generally relating to the cleanliness of the rooms, noise from the adjacent rooms, delay in providing services, etc.

If the hotel was unable to serve the customer timely and appropriately, then it must apologize to the customer and solve the issue asap.

Here are examples of letters and emails from the hotels to its guests seeking apology for some mistake.

TEMPLATE #1

(Apology letter to hotel guest for inconvenience.)

Date: ________

To

(Name of the Guest)

(Address)

Mob. __________

Dear Sir/Madam,

We would like to sincerely apologize to you for the inconvenience that we may have caused you during your stay at our hotel on (Date). We realize that our services were not up to the mark. We could have done better in serving you.

Although we hate to make excuses, the real reason for the poor service on that specific day was because a couple of our staff on duty called in sick and in their absence, there was delay in servicing the guests present at the hotel by other staff on duty.

We would like to make it up to you. Hence, we offer you a ___% discount on your next stay any time in the future in our hotel. Please produce this letter or use the code ________ while booking.

Once again, we are deeply sorry for the inconvenience.

Thank you for your understanding!

Yours faithfully,

    (Signature)

(Name of the Hotel Executive)

(Designation)

TEMPLATE #2

(Apology mail to hotel guest for noise complaint.)

Dear Sir/Madam,

We have received your complaint on the noise that is bothering you at room no. ____ in our hotel. Please accept our sincere apologies for the inconvenience caused to you for the same.

We have enquired into the same and have found out that it was coming from the room adjacent to you. We have strongly requested the guests in that room to reduce the noise immediately and not to cause the same again.

We hope you are not bothered with any noise anymore. Once again, we are deeply sorry for this.

Thank you for your understanding!

Kind Regards,

(Name of the Hotel Executive)

(Designation)

TEMPLATE #3

(Apology mail to hotel guest for cleanliness/ dirty room.)

Dear Sir/Madam,

We are so sorry to learn that you did not find the room to your satisfaction on the cleanliness front. After receiving your complaint, we instructed our staff immediately to have it cleaned thoroughly.

We sincerely apologize to you for the inconvenience caused. We assure you that this will not be repeated again during your whole period of stay. Please contact me directly if you have any further concerns.

We strive to provide the best service to our guests, but we fall short of the same sometimes. We hope you will see the improvement and enjoy your time with us.

Thank you for your understanding!

Kind Regards,

(Name of the Hotel Executive)

(Designation)