Dear Sima_Bader,

Please accept my sincerest apologies as we were not able to provide you with the quality of services you deserved. This is uncharacteristic of our resort and team as we try hard to make sure all of our guests have a rewarding stay. Be assured that I made a note of your remarks and have cascaded them to the appropriate heads of departments in order to improve. We may not be able to change the past but if you give us a chance, we will completely make it up to you.

Yours sincerely,
Marc Reader