Complaint Letter

Write a reply to the complaint letter below:


December 22, 2011

Dear Sir/Madam

I am writing to complain about the recent holiday that I booked with you to Vilamoura.

According to your brochure description the holiday was to be 'relaxing' and 'away from it all'. However, from the beginning we were met with a catalogue of disasters. First of all, our outward flight was delayed by over six hours, which meant that we completely lost the first day of our holiday. When we finally boarded, there was no apology for the delay, and the flight attendants were impolite and unhelpful.

The hotel was only a five-minute walk from the beach, as the brochure describes, but we were extremely disappointed not to be able to swim because the sea was infested with jellyfish. The photographs in the brochure are highly misleading when they show people swimming from this beach. We had to use the small hotel pool, which was grossly inadequate for the number of guests and in the shade after 10.30 in the morning. At night, deafening music from the discotheque next door made it impossible to get a good night's sleep.

The resort itself was far from what we had been led to expect. Good food was very difficult to find, the shops were expensive, and the area to the east of the harbour was a building site with the constant noise of pneumatic drills.

We had been looking forward to this holiday for some time; both my wife and I needed to relax after a stressful year's work as we made clear when the booking was made. Instead we spent a miserable two weeks which resulted in even more stress and inconvenience.

I await your suggestions for compensation.

Yours faithfully

Iva Biggen

Letter of apology by Karen Zheng

Dear R.Linneker:
Thank you for your letter so we know that our tour has been dissatisfy our customers. I, Karen Zheng as the manager apology and I will fix it. I will do double check to make sure that those things will never happen again. Those things happen because that time I was sick when we did the survey. I could not come and I gave the task to my assistant but unfortunately she still young. She just graduate and looking for some experiences. This is the first time she made a mistake and she learnt so many things from this mistake. I hope you understand.
And for this, I will return 50% from your total payment by cash. When do you have a free time? I want to see you as soon as possible.
Thank you for your understanding.

Yours faithfully, 

Karen Zheng Wen Fang

Tour Operator's Report

1. TERMS OF REFERENCE

At the request of the MD, to carry out a survey on the relationship between our management and resort hoteliers.

2. PROCEDURE

• A questionnaire was designed in consultation with senior marketing staff.

• Our hoteliers and our Tour Operations Department were approached and asked to complete the questionnaire.

• The findings were analysed.

3. FINDINGS

3.1 Tour Operations outlined the following difficulties:

3.1.1 Hoteliers are not always frank and open in their dealings.

3.1.2 Many hoteliers refuse to contribute towards the cost of advertising although they benefit from
good publicity.

3.1.3a Some hoteliers introduce massive price increases after rates have been fixed, frequently in the middle of the season.

3.1.3b Others demand additional charges for new room allocations, upgrades and other extras.

3.1.4 Hotel standards often fall below expectations.

3.1.5 Our promotional material is not always well displayed in the hotels.

3.2 Hoteliers tended to focus mainly on money and methods of payment.

3.2.1 Tour operators force down the rates for which rooms were originally contracted.

3.2.2 Tour operators make false claims: either that we have been unable to sell the holidays at the
fixed prices and so insist on a cut in room rates or that local hoteliers have already cut their rates.

3.2.3 Tour operators refuse to pay an economic rate.

4. CONCLUSIONS AND RECOMMENDATIONS

There appears to be a great deal of mistrust on both sides. There are examples of both sides behaving unscrupulously. Neither is happy with the present methods of rate fixing. Realistic contracts should be drawn up at the beginning of the season and adhered to. Clear dates should be set for payments and agreements must be honoured.

Hoteliers should be persuaded of the benefits of contributing towards the advertising and marketing of their hotels.

Hoteliers must be encouraged to maintain high standards in all hotels.

Reflective Writing

Dear Students,

After reviewing the peer assessment feedback and video recording of your presentation, write a paragraph reflecting upon what you think you did and did not do well.

Please state three goals for your next presentation?

Please submit your response as a comment on this post.

Happy Blogging!