Dear {Customer},
As manager of {business}, I would like to extend my personal apology for the unsanitary conditions you experienced in our {showroom/restroom/kitchen/etc.} during your visit.
I was as shocked as you were to learn of the {roach infestation/garbage pile/rat party/etc.}. Please let me know how we can make this right.
I understand that you may not be eager to return given what you saw, but I assure you that we hired a {cleaning crew/exterminator} and the issue has been resolved.
Please consider using the enclosed gift certificate in the amount of {amount}. I would very much like you to experience {business} under our usual high standards.
Sincerely,
{Name}
enclosure: gift certificate
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Index of letter of apology templates