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Post by Admin on Nov 13, 2015 9:23:06 GMT
Please write down your solution and explanation to the problem of giving information at the hotel below (minimum 300 words):
Dear Sir,
I am writing the complain on the miscommunication between me and your staff.
Upon my arrival at approximately 2.45pm, I and my wife were told our room was not ready and to "go for a walk". We were not happy about this, as we had just arrived after a long flight and were very tired. On returning at 3.30pm, we were told our room was still not ready. There were quite a few other people in the reception area waiting as well. The receptionist offered us a free of charge of welcome drink.At 4.30pm we were finally told our room was ready and could book in. We were not impressed when they wanted to put $500 on our credit card. As we had already paid for the room, and inquired what this was for, the reply was that it was normal hotel policy and is for "incidentals". Not agreeing with this, we were then told because we had booked through a hotel booking website, we may not have enough money to cover any incidentals that may need to be paid for. We were spoken to in a rude and intimidating manner and by this stage felt like cancelling the booking, but being late and very tired, did not feel like looking for other accommodation.When checking out,our deposit in amount of $750 was not refunded.
Please give your best solution and explanation otherwise your hotel will be black listed by my office and our aliens.
Yours,
Anne
Source:http://www.tripadvisor.co.uk/ShowUserReviews-g255103-d3340337-r149535795-Fraser_Suites_Perth-Perth_Greater_Perth_Western_Australia.html#
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Post by shifnaraifah on Nov 25, 2015 1:50:39 GMT
Please write down your solution and explanation to the problem of giving information at the hotel below (minimum 300 words): Dear Sir, I am writing the complain on the miscommunication between me and your staff. Upon my arrival at approximately 2.45pm, I and my wife were told our room was not ready and to "go for a walk". We were not happy about this, as we had just arrived after a long flight and were very tired. On returning at 3.30pm, we were told our room was still not ready. There were quite a few other people in the reception area waiting as well. The receptionist offered us a free of charge of welcome drink.At 4.30pm we were finally told our room was ready and could book in. We were not impressed when they wanted to put $500 on our credit card. As we had already paid for the room, and inquired what this was for, the reply was that it was normal hotel policy and is for "incidentals". Not agreeing with this, we were then told because we had booked through a hotel booking website, we may not have enough money to cover any incidentals that may need to be paid for. We were spoken to in a rude and intimidating manner and by this stage felt like cancelling the booking, but being late and very tired, did not feel like looking for other accommodation.When checking out,our deposit in amount of $750 was not refunded. Please give your best solution and explanation otherwise your hotel will be black listed by my office and our aliens. Yours, Anne Source:http://www.tripadvisor.co.uk/ShowUserReviews-g255103-d3340337-r149535795-Fraser_Suites_Perth-Perth_Greater_Perth_Western_Australia.html# |
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Post by shifnaraifah on Nov 25, 2015 2:45:55 GMT
Dear Anne
We are so sorry for your uncomfortable by my staffs. We have investigated this problem and found what the miscommunications are. First, about your room was not ready. Our staff made mistake because we have some problems with our computer so we have to save our data to the other computer faster. But not all of the data were saved, and one of the data which was not saved was your data about reserve. And we are so sorry that you have to wait for a long time because we were making new data correctly again on that day. That is the reason why there were quite a few other people in the reception area waiting as well. They had problem same with you about losing data of reserve. Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. But do not worry about this problem because we had found my staffs who have to in charge of this problem. We had fired my staffs who did corruption and deception. And we do not know that they had done this mistake for a long time before. And about your money, before write this e-mail, we have transfer triple of your disadvantage, $2250, and you can check your deposit. We have to say big sorry for you madam, and please do not black list my hotel from your office and your aliens. We have overcame all of the problems of my hotel and we hope you can visit and reserve again. We promise that your bad experiences at our hotel will never happen again. And we will increase my hotel's services as good as possible so all of our customers including you can feel comfortable
Sincerely
Hotel Manager
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Post by Novita Anggraini on Nov 25, 2015 14:19:36 GMT
Dear Anne,
we are so sorry for your uncomfortable in booking my room. Our hotel has rules and then all of our guests will get the best facilities from our hotel appropriate the rules. If you got the uncomfortable in booking our hotel, we will manage it based on the rules. We believe that there is misscommunication between you and our staff. we will do it faster, if our staff has false, we will give him punishment based on our rules, and you get your money back. we will call you in 24 hours, please waiting for it. thank you, and so sorry for your uncomfortable.
Sincerely,
Hotel Manager
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Post by Novita Anggraini on Nov 25, 2015 14:20:41 GMT
Dear Anne,
we are so sorry for your uncomfortable in booking my room. Our hotel has rules and then all of our guests will get the best facilities from our hotel appropriate the rules. If you got the uncomfortable in booking our hotel, we will manage it based on the rules. We believe that there is misscommunication between you and our staff. we will do it faster, if our staff has false, we will give him punishment based on our rules, and you get your money back. we will call you in 24 hours, please waiting for it. thank you, and so sorry for your uncomfortable.
Sincerely,
Hotel Manager
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Post by Admin on Nov 27, 2015 1:04:54 GMT
Dear Anne We are so sorry for your uncomfortable by my staffs. We have investigated this problem and found what the miscommunications are. First, about your room was not ready. Our staff made mistake because we have some problems with our computer so we have to save our data to the other computer faster. But not all of the data were saved, and one of the data which was not saved was your data about reserve. And we are so sorry that you have to wait for a long time because we were making new data correctly again on that day. That is the reason why there were quite a few other people in the reception area waiting as well. They had problem same with you about losing data of reserve. Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. But do not worry about this problem because we had found my staffs who have to in charge of this problem. We had fired my staffs who did corruption and deception. And we do not know that they had done this mistake for a long time before. And about your money, before write this e-mail, we have transfer triple of your disadvantage, $2250, and you can check your deposit. We have to say big sorry for you madam, and please do not black list my hotel from your office and your aliens. We have overcame all of the problems of my hotel and we hope you can visit and reserve again. We promise that your bad experiences at our hotel will never happen again. And we will increase my hotel's services as good as possible so all of our customers including you can feel comfortable Sincerely Hotel Manager |
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Post by Admin on Nov 27, 2015 1:05:42 GMT
Please write down your solution and explanation to the problem of giving information at the hotel below (minimum 300 words): Dear Sir, I am writing the complain on the miscommunication between me and your staff. Upon my arrival at approximately 2.45pm, I and my wife were told our room was not ready and to "go for a walk". We were not happy about this, as we had just arrived after a long flight and were very tired. On returning at 3.30pm, we were told our room was still not ready. There were quite a few other people in the reception area waiting as well. The receptionist offered us a free of charge of welcome drink.At 4.30pm we were finally told our room was ready and could book in. We were not impressed when they wanted to put $500 on our credit card. As we had already paid for the room, and inquired what this was for, the reply was that it was normal hotel policy and is for "incidentals". Not agreeing with this, we were then told because we had booked through a hotel booking website, we may not have enough money to cover any incidentals that may need to be paid for. We were spoken to in a rude and intimidating manner and by this stage felt like cancelling the booking, but being late and very tired, did not feel like looking for other accommodation.When checking out,our deposit in amount of $750 was not refunded. Please give your best solution and explanation otherwise your hotel will be black listed by my office and our aliens. Yours, Anne Source:http://www.tripadvisor.co.uk/ShowUserReviews-g255103-d3340337-r149535795-Fraser_Suites_Perth-Perth_Greater_Perth_Western_Australia.html# |
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Post by Admin on Nov 27, 2015 1:11:45 GMT
Dear Anne We are so sorry for your uncomfortable by my staffs. We have investigated this problem and found what the miscommunications are. First, about your room was not ready. Our staff made mistake because we have some problems with our computer so we have to save our data to the other computer faster. But not all of the data were saved, and one of the data which was not saved was your data about reserve. And we are so sorry that you have to wait for a long time because we were making new data correctly again on that day. That is the reason why there were quite a few other people in the reception area waiting as well. They had problem same with you about losing data of reserve. Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. But do not worry about this problem because we had found my staffs who have to in charge of this problem. We had fired my staffs who did corruption and deception. And we do not know that they had done this mistake for a long time before. And about your money, before write this e-mail, we have transfer triple of your disadvantage, $2250, and you can check your deposit. We have to say big sorry for you madam, and please do not black list my hotel from your office and your aliens. We have overcame all of the problems of my hotel and we hope you can visit and reserve again. We promise that your bad experiences at our hotel will never happen again. And we will increase my hotel's services as good as possible so all of our customers including you can feel comfortable Sincerely Hotel Manager Your answer has reached 319 words. Your score is 3 according to ETS writing rubrics (https://www.ets.org/Media/Tests/TOEFL/pdf/Writing_Rubrics.pdf). A response at this level contains some important information from the lecture and conveys some relevant connection to the reading, but it is marked by one or more of the following: â—ŹAlthough the overall response is definitely oriented to the task, it conveys only vague, global, unclear, or somewhat imprecise connection of the points made in the lecture to points made in the reading. â—ŹThe response may omit one major key point made in the lecture. â—ŹSome key points made in the lecture or the reading, or connections between the two, may be incomplete, inaccurate, or imprecise. â—ŹErrors of usage and/or grammar may be more frequent or may result in noticeably vague expressions or obscured meanings in conveying ideas and connections. Grammatical errors: But......And...(use of conjunction at the beginning of the sentence),before write (preposition + verb ing),we have transfer (should be verb III), Choice of word: Big sorry (it should be --deeply sorry) Use of personal pronoun:we...my.. (inconsistent) |
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Post by Admin on Nov 27, 2015 1:13:36 GMT
Dear Anne, we are so sorry for your uncomfortable in booking my room. Our hotel has rules and then all of our guests will get the best facilities from our hotel appropriate the rules. If you got the uncomfortable in booking our hotel, we will manage it based on the rules. We believe that there is misscommunication between you and our staff. we will do it faster, if our staff has false, we will give him punishment based on our rules, and you get your money back. we will call you in 24 hours, please waiting for it. thank you, and so sorry for your uncomfortable. Sincerely, Hotel Manager Your reply only consists of 119 words (less than 300).Your score is 2 out of 5 (see ETS writing rubric at www.ets.org/Media/Tests/TOEFL/pdf/Writing_Rubrics.pdf)A response at this level contains some important information from the lecture and conveys some relevant connection to the reading, but it is marked by one or more of the following: â—ŹAlthough the overall response is definitely oriented to the task, it conveys only vague, global, unclear, or somewhat imprecise connection of the points made in the lecture to points made in the reading. â—ŹThe response may omit one major key point made in the lecture. â—ŹSome key points made in the lecture or the reading, or connections between the two, may be incomplete, inaccurate, or imprecise. â—ŹErrors of usage and/or grammar may be more frequent or may result in noticeably vague expressions or obscured meanings in conveying ideas and connections |
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Post by Admin on Nov 27, 2015 1:32:01 GMT
Dear Anne, we are so sorry for your uncomfortable in booking my room. Our hotel has rules and then all of our guests will get the best facilities from our hotel appropriate the rules. If you got the uncomfortable in booking our hotel, we will manage it based on the rules. We believe that there is misscommunication between you and our staff. we will do it faster, if our staff has false, we will give him punishment based on our rules, and you get your money back. we will call you in 24 hours, please waiting for it. thank you, and so sorry for your uncomfortable. Sincerely, Hotel Manager Your reply is 104 words and the score is 2 out of 5. Please see the writing rubric on www.ets.org/Media/Tests/TOEFL/pdf/Writing_Rubrics.pdf. |
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Post by liliksulistiyo on Nov 27, 2015 3:45:17 GMT
Dear Anne,
Please accept our apologies for the discomfort that you and your wife got from our hotel. We have checked your complain. We are really sorry for the miscommunication between our hotel staff and you. Our staff had made a mistake with your time arrival. Our staff said that you and your wife would arrive at our hotel at 4.30 p.m. And all rooms in our hotel are booked that day. That was why your room were ready at 4.30 p.m. We should have prepared a place for you to take a rest after your tiring flight because it was our mistake to make you wait so long. We are also really sorry for the incidentals that you had to pay and the rude services that our staff gave to you. The staff that served you was a new employee in our hotel. She was lack of experience about serving a customer. I should have sent a senior staff to accompany her when she served a customer. I am really sorry for the rude service. Moreover, there was an error data that we got that day. We did not know that you have paid for the room. We have maintained our computers so that it will not happen today. We have scolded our staff for the mistakes that she made and ask her to apologize to you directly. We will make good hotel services in the future. As our apologies, we have sent two flight tickets for you and your wife. We will give you a free room at our hotel. For your comfort, we will pick you up at the airport. You are free to use the room and the facilities at our hotel. All of the services we give to you are free. You do not need to pay. We will serve you better than the last, Sir. I hope that you will accept our apologies.
Sincerely,
Hotel Manager
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Post by rinamazidatul on Nov 27, 2015 6:06:54 GMT
Dear Anne, Iam sorry to hear of the problems you and your wife experienced. We have checked your complain. We pride ourselves on the standard of our service and I have carried out an investigation to find out how we fell short this time. We are always looking to improve the standard of service we can provide and as part of this programme. In our hotel make a renovation in this mount, so the resulting we lack of rooms. Unfortunately, the room that you were offered was in the old section, and not to the same standard as our executive rooms. We should have prepared a place for you to take a rest after your tiring flight because it was our mistake to make you wait so long. We are also really sorry for the incidentals that you had to pay and the rude services that our staff gave to you. The staff that served you was sick, resulting in delays in checking in. Moreover there was an error data that we got that day. We have scolded our staff for the mistakes that she made and ask her to apologize to you directly. We will make good hotel services in the future. On behalf of our Hotels, I would like to offer our sincerest apologies for the inconvenience that these problems have caused you. In order that you can experience the new accommodation first hand, I would like to offer you two nights in our newly renovated executive rooms at the basic room rate of $50. I also enclose a free voucher for dinner for two in our newly refitted restaurant, with our compliments. For the last, we do not forget to refund a half of your money. We hope that you will take advantage of our offer and stay with us again. We look forward to seeing you soon.  Sincerely, Hotel Manager |
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Post by Fitri Rahayu on Nov 27, 2015 7:26:20 GMT
The best way for overcoming this problem are: Firstly, the front office manager should reply the letter as soon as possible with positive response. Saying thank you to the guest for booking room in the hotel. The front office manager and the receptionist must do apology to the guest. It is very important thing to do for showing that the hotel staff did mistake and make an inconvenience condition to the guest. They have to accept the guest complaint of the services. The hotel manager should show his empathy to make sure that he feels what is felt by the guest. Secondly, the hotel manager and the receptionist must be responsible to give best solution that gives advantage to the both sides, the hotel and the guest. The hotel should refund the deposit amount of $750 to the guest. Then, maybe the hotel can give free dinner to the guest. It is very important to get the guest trust for booking in their hotel again. Furthermore, the front office hotel manager should say thank you to guests for constructive criticism that has been given to him and saying thank you for booking room in the hotel . In addition, the front hotel manager should apologize once again with a promise that all the complaints that have been experienced will not happen again by way of repairing damaged facilities in the rooms and provide job training to staff in order to improve performance and excellent services. Also, the front office manager should not blame the receptionist or other staffs to show that he is a professional manager that can handle that problem without making a rude way to his staff. Finally, making a list of guest complaints is very important and very useful to the hotel for clarifying the guest complaints and minimizing misunderstandings between the receptionist and customers. So, the guest can put their complaints in the guest history record. |
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Post by Yustiani Anjar Sari on Nov 27, 2015 16:49:42 GMT
The first time I will say sorry and thank you about the complaint from the guest. Its mean that the guest helps us to more improve the quality of our hotel. Then I will confirm the complaint and check the main problem. After finish check and asks from the staff who handles of this guest, I will make a decision of this problem.
About the room which not ready it can happened if in that room still had a guest and that guest not check out yet. And us as the provider can’t do anything about that we can only ask the guest to patient and their understanding until the room clean and ready to use. Because the guest who late to check out also get sanction.
About the other charge we will make an investigation about this case too. Because the guest was booking by website (Online) it can caused a new problem. It can be refreshing data from website and by hotel. I as manager will check the problem and find the solution of this problem. If it’s came from our fault we will change the money that the guest paid more when they were at hotel and had paid by website.
This uncomfortable situation also regrettable from our side because we as the provider this service and hope guest to not regret to stay with us. Find the problem and make a solution is the best answer to this problem.
Because this is related with Internet the provider (hotel) must to check(update) the information everyday if necessary every hours so this accident don’t occur again and avoid this accident. It can be the server which can’t work well or from human error. This can be a lesson to all provider who serve the guest to be more careful about this cases.
At least, we should be careful of this problem so the guest feel comfortable and enjoy to stay and happy to use our service.
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Post by rarasati maya on Nov 28, 2015 13:28:44 GMT
Dear Anne
For the first time we want to say sorry our satifying service. We have investigated our staff about this problem and we have found what the miscommunications are. First, is about your room was not ready, it's because we have some problems with our computer program so we have to save our data to the other computer faster. But not all of the data were saved, and one of the data which was not saved was your data about reserve. And we are so sorry that you have to wait for a long time because we have to correct our data first on that day. That is the reason why there were quite a few other people in the reception area waiting as well. They had problem same with you about losing data of reserve. Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. And about this problem because there are double data and our staff do not know about that,but dont worry we will refund your money, please send me your account in this email , we will refund your monet soon.
Sincerely
Hotel Manager
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Post by hanumarita on Nov 28, 2015 13:39:49 GMT
Dear anne
I am sorry about our bad service. It is just about miss communication in our staff. They have a problem in our computer, so they late to prepare your room and make you wait so long. It is not happen before in our hotel. This is our first problem when we are serve our guest, sir. Once more I just apologize to you. And about fee $500, I really don’t know about this. Once again this is missing communication. Our employed think that you are in a good service, so they take you for paying the fee. I hope you want to forgive us for our mistake. And please, do not black list our hotel. We will replace all of your loss since in our hotel. We will give you the best service in our hotel. I am waiting your coming to our hotel again miss. Once again , I said big sorry for our bad service.
Sincerely
Manager hotels
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Post by siti malikhah on Dec 1, 2015 1:54:24 GMT
Dear Anne,
I am the manager of hotel apology for the inconvenient. We will check our staff about this. We will check our staff if they did mistakes or gave bad service for you and for your wife. We will give a warning to our staff if they do mistake. Once again we apologize. i will make sure that this accident will not happen again. With my pleasure, we invite you and your wife to come to our hotel and stay for a week. We will strive to be the best hotel by providing outstanding service.
Sincerely,
Manager
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Post by Admin on Dec 2, 2015 2:11:58 GMT
Dear Anne, I am sorry to hear of the problems you and your wife experienced. We have checked your complain. We pride ourselves on the standard of our service and I have carried out an investigation to find out how we fell short this time. We are always looking to improve the standard of service we can provide and as part of this programme. In our hotel make a renovation in this mount, so the resulting we lack of rooms. Unfortunately, the room that you were offered was in the old section, and not to the same standard as our executive rooms. We should have prepared a place for you to take a rest after your tiring flight because it was our mistake to make you wait so long. We are also really sorry for the incidentals that you had to pay and the rude services that our staff gave to you. The staff that served you was sick, resulting in delays in checking in. Moreover there was an error data that we got that day. We have scolded our staff for the mistakes that she made and ask her to apologize to you directly. We will make good hotel services in the future. On behalf of our Hotels, I would like to offer our sincerest apologies for the inconvenience that these problems have caused you. In order that you can experience the new accommodation first hand, I would like to offer you two nights in our newly renovated executive rooms at the basic room rate of $50. I also enclose a free voucher for dinner for two in our newly refitted restaurant, with our compliments. For the last, we do not forget to refund a half of your money. We hope that you will take advantage of our offer and stay with us again. We look forward to seeing you soon. :) Sincerely, Hotel Manager Your reply is accepted because it consists of 310 words. Your sentence"In our hotel make a renovation in this mount" makes me confuse,"the room that you were offered was in the old section" also indicates grammatical error.The solution and additional service you offer to the clients are accepted. Your score for this section is 5 (A).See the ets writing rubrics on line (www.ets.org/Media/Tests/TOEFL/pdf/Writing_Rubrics.pdf). |
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Maifrita Indri Ardiana
Guest
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Post by Maifrita Indri Ardiana on Dec 3, 2015 7:14:10 GMT
Dear Anne,
For the first time I would like to sorry for this problem, I know that my staff has been make a mistake, it happens because of technical computers problem, two days ago the computer is being repaired of it, so that is why the computer did not doing well until now. As the result the computer can’t input new information from the other customer. Second, We are really big apologize to you because when you are complaint with me it is so long for you to wait, for there are many people too that had complained about this and we are to service to other guests who will stay in our hotel. I hope that you are known about this problem, until now we are working hard to resolve this problem. For the second problem is about payment that you are know it is very expensive from $ 500 and you have to pay until $750 in your booked room by using credit card. You have to pay $750 because of new regulation of our hotel. But as a replacement we will give you free service for this hotel, for example dinner and about the refund I will ask to my staff to calculate again for the payment. To make easy this service I will send you an email, so you have to reply again to me. I will send my email to you and will active on 24 hours start from now and I hope that you will give me appropriate and complete data. Finally, once again, I would really say big sorry and big apologize for these problems, we did not that the mistakes will happens like that, I as a manager in this hotel will replace your uncomfortable by facility in this hotel as a well. Thank you for your complaint to me. I hope that you are enjoying in this hotel.
Sincerely
Hotel Manager
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Post by fiyyazulfa on Dec 6, 2015 4:40:50 GMT
Dear Anne
Sorry, we are humbled by our mistake and sincerely apologize for the poor service. At the first, we should be discipline to our staff and repair our service. We are from hotel official will be explicit in prepare all of the customers need. We feel so sorry if you and your family were waiting the room in a long time after a long flight and were very tired. We should prepare your room quickly for take a rest with your family, but apologize about this incident. It will be training for our staff to serve the customers better in the next time. In order to make the customers satisfied, we will increase the service well. And about your credit card, please forgive us for the misunderstanding that happened. For next time, we as the hotel official will be more cautious and check back our service. We will also be responsible for this incident. We should pay more attention to our staff in order to avoid further unpleasant incident like this again. we are very sorry for our mistakes. Our hotel official will also refund your money in amount of $750 and pay damages that happened. Start from now, we will more pay attention to the comfort and safety of the customers. We are also review how our staff give service or treat to the customers. We attempted to teach them how to friendly and loved by the customers. If necessary, we will also give the additional class of manner for our staff. We as hotel official also will try to make our services can trusted again by the customers. Regarding this incident, we think again about our services and hotel accommodation. We as hotel official hope that Anne and family willing to forgive our negligence, because we are really sorry for the hotel services to you.
sincerely
Hotel Manager
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Post by fitrirahayu on Dec 8, 2015 7:16:55 GMT
The best way for overcoming this problem are: Firstly, the front office manager should reply the letter as soon as possible with positive response. He should say thank you to the guest for booking room in the hotel. The front office manager and the receptionist must do apology to the guest. It is very important thing to do for showing that the hotel staff did mistake and made an inconvenience condition to the guest. They have to accept the guest complaint of the services nicely. The hotel manager should show his empathy to make sure that he feels what is felt by the guest. Secondly, the hotel manager and the receptionist must be responsible to give best solution that gives advantage to the both sides, the hotel and the guest. The hotel should refund the deposit amount of $750 to the guest. Then, maybe the hotel can give free dinner to the guest. It is very important to get the guest trust for booking in their hotel again. Furthermore, the front office hotel manager should say thank you to guests for constructive criticism that has been given to him and saying thank you for booking room in the hotel . In addition, the front hotel manager should apologize once again with a promise that all the complaints that have been experienced will not happen again by way of repairing damaged facilities in the rooms and provide job training to staff in order to improve performance and excellent services. Also, the front office manager should not blame the receptionist or other staffs to show that he is a professional manager that can handle that problem without making a rude way to his staff. Finally, making a list of guest complaints is very important and very useful to the hotel for clarifying the guest complaints and minimizing misunderstandings between the receptionist and customers. So, the guest can put their complaints in the guest history record.
Thank you
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Post by henimukharomah on Dec 10, 2015 16:47:31 GMT
Dear Ann,
First of all, I would like to say sorry for your uncomfortable and thanks for sending me this email. We assure you that your complaint and feedback will give the opportunity to remedy any problem that may exist and help to improve our service further. We also note your feedback on availability of information regarding our products and services as well as the service levels. I really appreciate it. I have checked the entire problem that you complaint about. My staff said that your room had not ready yet, but they did not tell you the reasons. There was a problem with the electricity, so the computer was error and the data is affected by the viruses. We are very sorry about it because the broken server. It was quite difficult because the main server was broken because of the electricity. And we tried to recover it as soon as possible, but it took long time. We have investigated and checked the entire problem and also the staff that worked at that day, there were a lot of misunderstanding. And for the extra payment that our staff asked to you, we are very sorry. There is a miss communication about it. Our staff did not tell you about the new regulation. And because of the broken server, the computer was error. Please accept my sincere apologies. We will make every effort to see that this never happens again. We appreciate your business and will do everything we can to serve your needs. For apology, we will give you free for two nights for next holiday. We will be grateful if you can come and enjoy your holiday with our hotel. Please send me the reply as soon as possible, so we can prepare the room for you. The last, I hope that you would accept my offer.
Sincerely,
Hotel Manager
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Post by Nurulislamiyah on Dec 12, 2015 3:55:22 GMT
Dear Anne,
the First time that I would say We are so sorry for our service ,and miscommunication with my staff.Before that I would like to say thank for your sending message by email.This is just miscommunication because based the information that I know from my staff is about the time,it just late 5 minutes to ready and our staff have cleaned it and prepare for the guest.At this time my staff accept 2 messages by via email that want to book 2 rooms.in the otherwise our hotel has rule that should prepare the room in same time,so the first guest who want to book the room it will the first,we are so sorry that by data in email you book the room in the second,so we are so sorry that our staff preapre outside your room's booking.we promise that we will give you a discount breakfast and dinner,futhermore we are from the hotel will give a promotion in this years for the guest who has uncomfortable service in our hotel and there is the real reason from the uncomfortable service ,but really sorry that about the price this is our deal,so how much our agreement it become our right.one more We are so sorry for the uncomfortable in the hotel,for late our service booking the room.We will admonish our staff to be better when giving service to the guest.once again this is just miscommunication between the staff and our mechine because the data that enters in our mechine you are the second who book the room,and our staff have many agenda to arrange how to be good room when you and your family stay at this time.I hope that you aren't upset with this hotel and will return back to the hotel to book the room when get holiday because every years we have discount and there is event performance in the hotel,so you can enjoy at the hotel.The information should you know that our hotel rarely has the different way service to the guest.All in all we are so sorry for uncomfortable for booking room we are waiting for you to come back sometime.Thank you
sincerely,
Hotel Manager
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Post by pipinardiningsih on Dec 13, 2015 13:09:15 GMT
dear Mrs. Anne
We are very sorry for the inconvenience service you got from our hotel. After receiving the report, we have investigated soon the causes of these problems as to find a solution. First, we apologize for making you wait a long time to take your room. This problem because the room that you booked has just been abandoned by the previous buyer. We are so sorry this time is holiday season so our hotel is so crowded. And we took a little longer to clean up and prepare for the next guest. Second , there is a miscommunication on our staff that doing reservation to the customer at that time. Beyond our control, there is damage in our working system at the day when you make a reservation with us. It causing the ordering all data on that date was not entered. for the rude service, we are very sorry about this problem. Our staff are in a good condition at the time. We promise to repair it. Instead about the loss of your money, from the hotel will refund your money in one twenty-four hours. We will also be added with a free two-day stay in executive room with free dinner at our Hotel. You can enjoy your free time with your wife. We are very grateful for the criticism that you submit via e-mail. we are very grateful for criticism and suggestions from you will be very useful for the improvement of our facilities and services. for the next service, the hotel will try to not repeat the same mistakes for the next customer. We hope you are willing to accept the offer of compensation from us. We will very happy if you be able to cooperate with us again for the next. See you back soon.
sincerely,
Hotel Manager
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Post by corneliaaghita30 on Dec 13, 2015 15:59:53 GMT
The best way to solve this problem is: First, the front office manager must reply to the letter as soon as possible, and an apology to the guests. Because this is the biggest mistake so the hotel let alone could create inconvenience to guests and the name will be bad. The hotel manager should show empathy to ensure that he felt what was perceived by the guests. Secondly, the hotel manager and receptionist have to be responsible to provide the best solutions that provide benefits to both sides, and hotel guests. Hotel must return the deposit amount $ 750 for guests. Then the hotel can provide services free of charge to guests, such as free dinners a luxurious, elegant guest rooms are ready to serve the living heart's content. It is nice to have the trust and satisfaction of the guests to visit again in the hotel. The third front office manager will be better prepared, and spry again and will provide more satisfactory service to consumers again and again will also train the staff in order to provide good service to its guests, and will pay attention to performance, services, as well as the role for guests who want to relax in the hotel. The solution for a hotel poorer performers were to satisfy guests
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Post by Wilda Isna on Dec 15, 2015 8:23:38 GMT
I know that my staff has been make a mistake,It is nice to have the trust and satisfaction of the guests to visit again in the hotel. The third front office manager will be better prepared, and spry again and will provide more satisfactory service to consumers again and again will also train the staff in order to provide good service to its guests, and will pay attention to performance, services, as well as the role for guests who want to relax in the hotel. The solution for a hotel poorer performers were to satisfy guests
I should have sent a senior staff to accompany her when she served a customer. I am really sorry for the rude service. Moreover, there was an error data that we got that day. We did not know that you have paid for the room. We have maintained our computers so that it will not happen today. We have scolded our staff for the mistakes that she made and ask her to apologize to you directly. We will make good hotel services in the future. As our apologies, we have sent two flight tickets for you and your wife. We will give you a free room at our hotel. For your comfort, we will pick you up at the airport. You are free to use the room and the facilities at our hotel. All of the services we give to you are free. You do not need to pay. We will serve you better than the last, Sir. I hope that you will accept our apologies.
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Post by Admin on Dec 15, 2015 9:30:00 GMT
Dear Anne, For the first time I would like to sorry for this problem, I know that my staff has been make a mistake, it happens because of technical computers problem, two days ago the computer is being repaired of it, so that is why the computer did not doing well until now. As the result the computer can’t input new information from the other customer. Second, We are really big apologize to you because when you are complaint with me it is so long for you to wait, for there are many people too that had complained about this and we are to service to other guests who will stay in our hotel. I hope that you are known about this problem, until now we are working hard to resolve this problem. For the second problem is about payment that you are know it is very expensive from $ 500 and you have to pay until $750 in your booked room by using credit card. You have to pay $750 because of new regulation of our hotel. But as a replacement we will give you free service for this hotel, for example dinner and about the refund I will ask to my staff to calculate again for the payment. To make easy this service I will send you an email, so you have to reply again to me. I will send my email to you and will active on 24 hours start from now and I hope that you will give me appropriate and complete data. Finally, once again, I would really say big sorry and big apologize for these problems, we did not that the mistakes will happens like that, I as a manager in this hotel will replace your uncomfortable by facility in this hotel as a well. Thank you for your complaint to me. I hope that you are enjoying in this hotel. Sincerely Hotel Manager Your responds have reached the par (318 words)but there are some grammatical errors. Here are the details: my staff have been make (present perfect tense), two days ago the computer is (past tense) , we are really big apologize (we are very sorry),when you are complaint(when you made the complain),there are many people too (there are also so many people),you are know (you know that...),we did not that mistake (we did not mean to put you in trouble).so that is why (that is why),we are to serve (we will serve).
Your score 3 out of 5 according to ETS writing rubrics(www.ets.org/Media/Tests/TOEFL/pdf/Writing_Rubrics.pdf)
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Post by Admin on Dec 15, 2015 10:16:51 GMT
I know that my staff has been make a mistake,It is nice to have the trust and satisfaction of the guests to visit again in the hotel. The third front office manager will be better prepared, and spry again and will provide more satisfactory service to consumers again and again will also train the staff in order to provide good service to its guests, and will pay attention to performance, services, as well as the role for guests who want to relax in the hotel. The solution for a hotel poorer performers were to satisfy guests I should have sent a senior staff to accompany her when she served a customer. I am really sorry for the rude service. Moreover, there was an error data that we got that day. We did not know that you have paid for the room. We have maintained our computers so that it will not happen today. We have scolded our staff for the mistakes that she made and ask her to apologize to you directly. We will make good hotel services in the future. As our apologies, we have sent two flight tickets for you and your wife. We will give you a free room at our hotel. For your comfort, we will pick you up at the airport. You are free to use the room and the facilities at our hotel. All of the services we give to you are free. You do not need to pay. We will serve you better than the last, Sir. I hope that you will accept our apologies. Your answer 262 words which are not eligible yet. Your grammatical errors are; my staff has been make a mistake ( present perfect),the third...( what do you mean?there should be first,then,...third). |
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Post by Admin on Dec 15, 2015 10:40:45 GMT
The best way to solve this problem is: First, the front office manager must reply to the letter as soon as possible, and an apology to the guests. Because this is the biggest mistake so the hotel let alone could create inconvenience to guests and the name will be bad. The hotel manager should show empathy to ensure that he felt what was perceived by the guests. Secondly, the hotel manager and receptionist have to be responsible to provide the best solutions that provide benefits to both sides, and hotel guests. Hotel must return the deposit amount $ 750 for guests. Then the hotel can provide services free of charge to guests, such as free dinners a luxurious, elegant guest rooms are ready to serve the living heart's content. It is nice to have the trust and satisfaction of the guests to visit again in the hotel. The third front office manager will be better prepared, and spry again and will provide more satisfactory service to consumers again and again will also train the staff in order to provide good service to its guests, and will pay attention to performance, services, as well as the role for guests who want to relax in the hotel. The solution for a hotel poorer performers were to satisfy guests Your reply is below the requirement of ETS written test (minimal 300 words).Your grammar is fine.Please check the ETSs rubrics on www.ets.org/Media/Tests/TOEFL/pdf/Writing_Rubrics.pdf. |
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Post by Admin on Dec 15, 2015 10:44:09 GMT
I know that my staff has been make a mistake,It is nice to have the trust and satisfaction of the guests to visit again in the hotel. The third front office manager will be better prepared, and spry again and will provide more satisfactory service to consumers again and again will also train the staff in order to provide good service to its guests, and will pay attention to performance, services, as well as the role for guests who want to relax in the hotel. The solution for a hotel poorer performers were to satisfy guests I should have sent a senior staff to accompany her when she served a customer. I am really sorry for the rude service. Moreover, there was an error data that we got that day. We did not know that you have paid for the room. We have maintained our computers so that it will not happen today. We have scolded our staff for the mistakes that she made and ask her to apologize to you directly. We will make good hotel services in the future. As our apologies, we have sent two flight tickets for you and your wife. We will give you a free room at our hotel. For your comfort, we will pick you up at the airport. You are free to use the room and the facilities at our hotel. All of the services we give to you are free. You do not need to pay. We will serve you better than the last, Sir. I hope that you will accept our apologies. Your feedback is only 262 words which below the par of ETS writing test. |
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