A: Complaint Letter Complaint Letter for Unsatisfactory Hotel

Accommodation / Reservation

To: Aftab Ahmed Manager of PC Hotel

Subject: Unsatisfactory Hotel accommodation and reservation process.

Dear: Aftab Ahmed

I am writing to you today to explain about a bad experience I had at P.C Hotel Lahore on
January/10/2018. While I was busy (give details of what you were doing).

Me and my husband Masood Ahmed we were some weeks ago guest at your hotel, during to our
honeymoon time. We are also deciding at another hotel for stay but my husband friend also
recommend to your hotel because who also stayed here during to honeymoon time or may be last
three year ago. We are research or observed about your hotel at your website by the source of
comment, like and viewers who also give you feedback positive. We are also full satisfy with your
hotel environment or room structure, parking system, safe area environment there is no noise and,
we like your menu. According to your website views or comment feedback positive and my
husband friend to tell us your service and environment we were thinking our honeymoon may be
good spend at your hotel. We are reached at your hotel 1st thing is that there is no good parking
system and your security guard are also full uneducated and also unethical in other words they
have not good manner about how to treat customer and also when we reached at counter and I
think their name Farah is not well experienced how to treat guest, main thing is that we are
already booking room online but she told me your room number 300 is also already someone stay
there so please you moved or shift another room and Manager said we give you another room 310
but my husband compromise than say no problem. When we enter in room 310, we shocked
about room structure, bed position [sheet], furniture, bathroom, water system and to much noise of
factories, vehicle and outside people. In my point of view 310 room is just like a dirty kitchen

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which some workers are stay and those perform their jobs who stay there. Then we are
complained to manager again this room is, and my wife also fell not better from 1 st night so kindly
change the room but their no response from manager. We when order the Dinner then total menu
waste, also not fresh, we think like we come at dhaba just like at lower class hotel. We are totally
disappointed from service, menuand environment and staff. Staff we see that staff is just like
complete duties because who not sincere with hotel. Masood are shocked and call to friends and
told him about overall hotel problem and my husband told we are ever in our life we can’t come
here again and please you can’t suggest this hotel anyone. We are can’t recommended to other for
go to spend their honeymoon because you are just thinking about own profit not for customer
satisfaction. We are paid high standard fee but their no-good service, not good-mannered
employee and in simple words our experience is totally bad. So please refund our total charges.
My husband told me we were misled. Hotel website is total fake feedback. We are awaiting your
good response/ reply.

I look forward to hearing from you

Sincerely: Ayesha Masood

Contact Number- 03000000000

Date- 16-04-2020

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 B Response Letter

Subject: Re: Unsatisfactory Hotel accommodation and reservation process

Dear Madam Ayesha Masood.

I am writing in response to email that you sent last weekend. Thank you for the letter about you
concerning complaint about our hotel service and we really appreciate the feedback to improve
our services.

I appreciated it must be frustrating when you received a poor service by our hotel. I am
disappointed because the service we have provided to you was not satisfactory due to the system
failure, staff and environment. We had the system problem ever since last two weeks and we
managed to find the solution to fix the problem and we are hire a new team or high standard level
trainers who give training our staff of employee about Hotel Policy and also how to treat with
guest and we are improve criteria about new staff hire [ education or experience] and we were
meeting with owner about hotel repairing the room, furniture, water system and close the whole
widow which from noise come and we hire a doctor for emergency at hotel and we decide about
customer feedback system so we can evaluate the hotel performance and we are think how to
improve that so don’t worry madam again you have not any complain about our hotel system. We
are launch application for online booking, so you easily again do book. We are also thinking about
menu and as soon we upgrade and, we hire a new cooker from other countries who is especially
for special guest. We are bought new plot with near hotel for parking system. Owner also Increase
the salary or bonus of employee and give facility for pick and drop. We are improved management
staff for perform a great job/ duty and who deal with customer and fulfill their requirement and
urgent solve guest problem. So, as you soon hearing the good news. Our vision is “provide a good
service to customer” and we thinking customer is our king and we are his servant, so we solve all
problem. a

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Please accept our genuine apology to any distress you had or embarrassment we caused you and
your family beautiful honeymoon trip. This kind of problem was never happened before and, in
this case, we will be giving you a voucher of 50% discount for your next booking at our hotel. The
voucher file will be link down below and we also provided free lunch voucher at our restaurant for
all your family members. Once again, we would like to say sorry and thank you again for your
kind comments and complaint. We look forward to serving you again soon.

Best regards,

Aftab Ahmed Manager of PC Hotel.

Contact Number:071293000

p.chotellahore@gmail.com

Date: 24-04-2020

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