at the beginning, allow me to apologize for replying back in English. We are sorry to read about your negative experience in our resort. I would like to express my personal apologies that you left feeling disappointed.
Rest assured that we are taking all guest feedback very seriously and actions will be taken accordingly, as part of our continuous improvement management plan.
We have clearly failed on this occasion and should your time permit, I kindly request you to share some additional details with me concerning your reservation experience on firstname.lastname@example.org.
I hope you will give us the opportunity to redeem ourselves.
With kind regards,