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Yours sincerely,

Guest Service Manar

Dear Mr. wan

Greetin frothe shanaiHuashan hotel!

First of all,I would like to apoloze for the unpleasant experiences you had durinyour recent stay with us. I ast earrassed to learn about the incidents and service shorin that you encountered. Our Senior Manant teahad discussed yournts in details in our daily etinand shared thewith all the concerned departnts to ensure such silar cases will not happen ain.

Mr. wan we ask for your kind understandinand accept our st sincere apoloes to you in this respect. I do hope your recent experience would not deter you frostayinwith us on your next visit to Shanai and I would be ad if you would allow us the opportunity to show you the true Marriott hospitality.

As a sture of odwill and to allow us the opportunity to show you our truehospitality and hopefully to restore your confidence in our hotel; we would like to (offer you breakfast or afternoon tea).

Please do letknow when you plan to visit Shanai ain and I will be delited and look forward to the opportunity to wee you back to the huashan hotel ain. Please letknow your thouts and callany ti if I can be any assistant of you and I can be reached at .

Sincerely yours,

Dear Mr. & Mrs. Wan

Thank you for choosinto stay at Shanai hotel and for takinthe ti to sharinyournts and experiences for our services.I ast

earrassed to learn about the service shorin that you encountered and the proble you had with our Reservation Departnt.Please acceptsincere apoloes on behalf of the hotel.