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
Dear mr and mrs. Biggen
ReplyDeleteOur sincere apology for you unpleasant experience on the holiday. Due to our company's policy, we cannot reimburse the amount of money that you spent. However, we can give you some amount of credit or voucher within our record. So you can use it in the future with us. It was not our intention to leave you unsatisfy. We would love to explain and solve all the issues related for our mutual benefits. It was our unexpected issue when you address the infested sea. We just got informed that it happened recently due to its immigration season. Because of your information, we can start to search the seasonal posibilites. The discotheque next door of the hotel was just build without any advance notification. They built the discotheque to accomodate the recent rising demand. Evidently, we never have any trouble with the resort. It might be below the par, but it is the suitable choice for the location. We are sincerely feeling guilty for your unpleasant trip. The only thing we can do is that we can reimburse your meal tickets. Thank you for the evidence, and we hope we can fix it as soon as posible.
Best regard
Raymond Baruna
Customer relation
Dear Mr and Mrs. Biggen
ReplyDeleteOur company have a apology for your unpleasant experience about the holiday. We also just get informed that the sea was infested by jellyfish and it is happened because that the jellyfish were moved by the waved. The discotheque beside the hotel were made to satisfy the wants of the customer. We were sorry if the noise was disturbing we will done something to it and fix the wrong things and will make sure that this things would not be happening again. As the company policy could not refund the money . We could give you compensation of a discount of 50% off for your next vacation with us. We are sorry for the unpleasant trip. forward to see you next time and we would make sure your not disappointed again. Thank you for the report and we will be fixed as soon as possible.
Best Regard
Andrew Sandjaja
Guest Relation
Dear Mr. and Mrs. Biggen
ReplyDeleteOur tour operator is really apology about your unpleasant situation that you feel in your vacation. We already get a many informations about your complaint. That’s all just happened outside our plan too. The delay airplane in the first day because they had a bad weather and the entire airplane was delay for several hours too. The hotel problem is really outside our control too, we already have a deal with that hotel for the best room but they give you a really bad room. We already try to fix it but it’s really hard to have a connection with them and takes several days. So we really try to make your vacation going well for another time and we will give you a special rate for your next vacation. We will sure that you will not get any disaster again while you on vacation. Thank you for the report for us, and we hope we will fix it.
Best regard
Peggy Yapri
Dear Mr and Mrs Biggen,
ReplyDeleteIn reply of your letter, I deeply feel sorry for your bad experiences during your holiday to Vilamoura.
We did not know about the delay of the flight to Vilamoura before due to the management of the flight had not tell us about it. I apologize for your inconvenience for waiting so long.
As you describe, the jellyfish in the sea was out of our reach handling
We could not responsible for the natural complication of the sea.
But surely, next time we will make sure the sea without jellyfish anymore.
As about the resort, we chose the best accommodation for our customers. You can ask the front office to move to another room to prevent the deafening sound as you said.
Other than that, the concierge in the resort could tell you anything about the areas including good places for foods and cheap shops. I am sure they will feel happily to tell you.
I understand Mr.Biggen it has been hard times for you and your wife. We really sorry for the uncomfortable and unsatisfied holiday with our travel. For the compensation, We would like to give 30% discount for you and your wife to enjoy your next travel with us. We gladly welcome you and your wife to enjoy your travel with us.
Yours Sincerely,
Siaowan Winarto
Dear Mr. Biggen,
ReplyDeleteWe sincerely apologise for the inconvenience you had encountered during your much needed time of relaxation. We would like nothing more than for all aspects of our advertised tour packages to proceed as intended, but sometimes unfortunate events may occur.
Due to an unforseen system error at the airport for Vilamoura, several planes had been been delayed that day. This does not excuse the unhelpful and impolite behaviour you had encountered. We will do everything in our power to minimise similar issues occuring in the future for our customers.
As for the conditions of the hotel, amenities and nearby attractions, we had been misinformed by the hotel's represantative regarding the actual conditions of the hotel and the surrounding environment. We have now adapted a more critical screening process to ensure the advertised conditions we had stated are accurately fulfilled.
To compensate for the inconvenience you had endured, please allow us to provide you with all paid two week vacation to our most popular tour packaged destination. (details are attached)
On behalf of Binus Tours, we would like to apologise once again and we hope we can look past these unfortunate events. If you have any further queries, please do not hesitate to contact me directly on (021) 799 4444 or email me on r.verhage@binustours.com.
Sincerely,
Radja Verhage
Binus Tours