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Falcon ltd

1, Ligovsky Avenue, St.Petersburg, Russia, 191123

tel: (812) 164 13 25, fax (812) 164 13 26

Mrs. Wilson 28 February 200…

421 Michigan Avenue

Chicago, Il. 60602

USA

Dear Mrs Wilson,

Thank you for your letter of 15 February this year.

I am delighted to enclose a falcon Family Tours brochure for next season. This brochure offers a widest selection of tours to St.Petersburg, Russia.

Concerning the best suitable for your family programme, we dare advice the programme №3 – Imperial Petersburg. It is a 7 days tour with accommodation in Oktyabrskaya Hotel in the very city centre – on Nevsky Avenue and with the programme interesting both for adults and children.

Visa support and registration in the hotel are included in the total price.

Yours sincerely,

Elena Minina

Elena Minina

Manager

Enc. FALCON Family Tours brochure (1)

etter providing information

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Hotel okhtinskaya

4, Bolsheokhtinsky Avenue * St.Petersburg, 195027 * Russia

Mrs Wilson 28 February 200…

421 Michigan Avenue

Chicago, Il. 60602

USA

Dear Mrs Wilson,

Thank you for your letter of 15^th February asking for more detailed information about our hotel. We are pleased to inform you that our hotel is in 15 minutes by car from the city centre, we also have shuttle bus service for our guests from the hotel to Ploshchad Vosstanya metro station, which is directly on the main street - Nevsky Prospect.

The best variant of accommodation, in our opinion, is to book 2 rooms – one for two persons and the other for three persons close to each other. Our terms are as follows:

single room – 85$ / one night, double room – 100$ / one night, triple room – 139$ / one night, buffet breakfast is included. Visa support costs 30$ per person and together with registration fee (20 rubles) is paid separately at the reception desk.

Accommodation is still available for 23-29 May, but in 2 or 3 weeks we shall be almost booked up. Would you therefore let us know your decision as soon as possible, so that we can reserve the rooms you need.

We look forward to the pleasure of seeing you here soon.

Yours sincerely,

Alesya Popova

Alesya Popova

Reservation Department Manager

etter providing information

Negative answers, suggesting alternatives

You may receive a letter requesting a booking, order or something else but you cannot provide or you do not have what the enquirer has asked for or you may not be able to handle the order, tell him/her this and if possible refer him/her elsewhere but remember that there are certain rules for doing it correctly and politely.

It is difficult to say "No". To make your "No" tactful is even more difficult. There must be a feeling of goodwill in a letter of refusal, and then the reader's disappointment will not be so great. It is very important to find a good beginning of such a letter. When we are giving our partners some good news we usually start our letter with:

I am pleased to inform you that... or We are delighted to advise you that ...

There are phrases for giving bad news, of course:

We regret to inform you that... or I am sorry to advise you that...

But do not start your letter of refusal with these phrases. Begin your letter:

• with a thank-you :

1) Thank you for your recent letter requesting information about...

2) Thank you very much for giving us an opportunity of ...

3) Thank you for your interest in Bentson Project...

4) We are pleased that you thought of us as a source of information...

5) We appreciate your inviting us to participate in your March conference ...

• with an acknowledgement and thank-you :

1. We have received your letter of 13 May for which we thank you.

2. Thank you for your order of 3 June ...

3. We acknowledge with thanks the receipt of your enquiry of 28 December …

The next two steps are to express refusal and give reasons for it. Very often it is advisable to explain the refusal before making it. Irrespective of its place in the letter and the explanation must be quit clear and reasonable.

Use the following expressions of refusal:

1) I am sorry we cannot provide the information you requested.

2) We regret to decline this opportunity to participate in the Autumn Fair.

3) I am sorry we cannot grant your request.

4) Much as we would like to place an order, however, we feel that now we are unable to do it.

5) Unfortunately, we are not in a position at present to make you an offer as...

Do not forget to close your letter with a note of encouragement, use the following helpful phrases:

1) We regret not being able to meet your order at the present time and look forward to your new orders in future.

2) We will be glad to receive other ideas/proposals from you.

3) We are interested in your proposed new business.

4) We wish you great/continued success.

The following would be a logical arrangement of the points you would cover in a letter of refusal:

1. Acknowledge and/or offer thanks for some previous written or oral contacts.

2. State the refusal.

3) Give your reasons for refusal.

4) Offer a courteous note of encouragement.