Firstly, we would like to thank you for your feedback, it is indeed appreciated. While we would naturally wish you had a better experience, it is feedback such as yours that we learn from and use to continuously improve. We work very hard to deliver an exceptional guest experience, nevertheless, it is apparent in this case that we fell short.
If you will provide us with the opportunity to earn back your trust and accommodate you, I would be happy to make your reservation personally and see to it that you enjoy the experience that so many of our guests have grown so fond of.
Please do contact me through email@example.com if you would like to discuss further, or indeed stay with us again.
Quality & Guest Experience Manager