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Well, should I? I'm aiming for something suitably biting and subtly vicious, because this lady was a real bitch. She sent a two-page bulleted list of complaints from her stay here, and also sent it to our corporate headquarters because, as she wrote in her letter "we have doubts whehter it would be worthwhile addressing it there" (to us). Names are changed, unfortunately, because I really would love to send the letter addressed to...
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Dear Mrs. Old Bat,
Thank you for taking the time to bring to our attention issues with your stay at the Dreadful Inn of Hendersonville. We appreciate the chance to address our guests’ concerns.
As I understand it your first complaint is that your card keys did not work properly. For that we are sincerely sorry, although you did note in your letter that we did provide you with working card keys. We further apologize for the miscommunication that caused other employees to attempt to attend to your needs after they had already been met.
Your second complaint is that there is no raised seat on the toilet in Rm 124. You will note, however that there were steel rails on the walls, and therefore that the room conformed to handicapped-accessible standards. You further complained that there were no facial tissues provided. However, please note that when we offered to give them to you, you declined.
In regards to the continental breakfast we provide, we admit that we cannot and do not attempt to tailor our breakfast foods to every individual. We tailor them to the majority, and speaking as someone whose parents are both diabetic amputees, I can understand this is frustrating. However, yours was the first request for diabetic maple syrup that I have ever received in my nearly five years in the hospitality industry. There is simply not enough call for it for us to place it on our breakfast. Our continental breakfast is meant to be a selection of simple, free food as a courtesy. It is not meant to be an expansive buffet that will please every guest no matter their preferences and dietary needs, and is not advertised as such.
Regarding your spider bites, no you cannot state with certainty that they occurred in the room, and because no other guest before or since has complained of them, and because inspections of the room have not turned up any evidence of spiders, we will not assume that they occurred there.
Concerning the guest survey forms, we do apologize that no form was provided in the room, although as you noted and considering the length of your complaint letter, a survey form would not have been the proper medium to communicate your issues.
Finally, as your letter states that we have lost you permanently as a guest, we feel there is little we can do to assuage your concerns, although we do note that our rates are in line with others in the area, and that we doubt you could have found “immensely” better accommodations at a significantly better price. While you are free to search for a better rate, and we wish you luck in your search, please be aware that hotel rates in the summer typically range from $89.99 to $2000.00 a night in the Asheville-Hendersonville area. Again, we wish you the best of luck in finding other accommodations in any future visit you may make to the region.
Sincerely,
hauntedheadnc, guest services
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Dear Mrs. Old Bat,
Thank you for taking the time to bring to our attention issues with your stay at the Dreadful Inn of Hendersonville. We appreciate the chance to address our guests’ concerns.
As I understand it your first complaint is that your card keys did not work properly. For that we are sincerely sorry, although you did note in your letter that we did provide you with working card keys. We further apologize for the miscommunication that caused other employees to attempt to attend to your needs after they had already been met.
Your second complaint is that there is no raised seat on the toilet in Rm 124. You will note, however that there were steel rails on the walls, and therefore that the room conformed to handicapped-accessible standards. You further complained that there were no facial tissues provided. However, please note that when we offered to give them to you, you declined.
In regards to the continental breakfast we provide, we admit that we cannot and do not attempt to tailor our breakfast foods to every individual. We tailor them to the majority, and speaking as someone whose parents are both diabetic amputees, I can understand this is frustrating. However, yours was the first request for diabetic maple syrup that I have ever received in my nearly five years in the hospitality industry. There is simply not enough call for it for us to place it on our breakfast. Our continental breakfast is meant to be a selection of simple, free food as a courtesy. It is not meant to be an expansive buffet that will please every guest no matter their preferences and dietary needs, and is not advertised as such.
Regarding your spider bites, no you cannot state with certainty that they occurred in the room, and because no other guest before or since has complained of them, and because inspections of the room have not turned up any evidence of spiders, we will not assume that they occurred there.
Concerning the guest survey forms, we do apologize that no form was provided in the room, although as you noted and considering the length of your complaint letter, a survey form would not have been the proper medium to communicate your issues.
Finally, as your letter states that we have lost you permanently as a guest, we feel there is little we can do to assuage your concerns, although we do note that our rates are in line with others in the area, and that we doubt you could have found “immensely” better accommodations at a significantly better price. While you are free to search for a better rate, and we wish you luck in your search, please be aware that hotel rates in the summer typically range from $89.99 to $2000.00 a night in the Asheville-Hendersonville area. Again, we wish you the best of luck in finding other accommodations in any future visit you may make to the region.
Sincerely,
hauntedheadnc, guest services
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