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
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