Dear {Name},
I received your complaint concerning your stay at {Hotel Name} on {date}. I would like to apologize for the substandard treatment that you received. I have {worked at/owned} this hotel for {number} years and it has always been my primary goal to provide excellent service to the guests who stay with us.
I'm sorry that the service did not live up to those goals for you. I will make every effort to address the {issue} issue in order to make sure that it does not happen again for you or our other guests.
Although it can't make up for your poor experience, I would like to offer you a {discount, free stay, etc.} as an apology. Thank you for bringing the problem to our attention.
Sincerely,
{Name}
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Index of letter of apology templates