Part 3 writing

The Manager

The Grand Hotel

York Rd

Harrogate

HG4 9SP

Dear Sir/ Madam,

Paragraph 1 

Background to the complaint

My husband and I have just returned from a weekend at your hotel. We had been looking forward to a peaceful break in luxurious surroundings, as promised in your brochure, and recommended by friends. Unfortunately, the weekend did not live up to our expectations.

Paragraph 2 

Main complaint/

details

Our main complaint is that, despite having booked several months in advance, when we arrived we were told that the main hotel was full with conference delegates and we were put in an annex behind the hotel. To begin with, the room we were given was extremely cold. The noise if traffic kept us awake most of the night because the annex is right beside the main road. In addition, the bed was uncomfortable because the mattress was old and lumpy. Finally, to add insult to injury, the bathroom had not been cleaned.

Paragraph 3 

Level

of disappointment

Clearly the accommodation in this part of the hotel is not up to the high standard of the main building. We had paid in advance, however, we wouldn’t have proceeded with the booking if we had known that a room in the main hotel wouldn’t be available. We are particularly disappointed since the weekend was a special occasion for us, to celebrate my husband`s birthday. We are extremely annoyed that, apparently, large parties take priority over individual guests regardless of when bookings are received.

Paragraph 4 

Request

for compensation

Despite our dissatisfaction with the room, we have no complaint with the lovely food, or high standard of service from the staff. We are sure that you would wish us and our friends to use the hotel again. We trust therefore that you will take this matter seriously, and look forward to hearing from you by return with an appropriate offer of compensation.

Yours faithfully,

Mrs. M.S. Bayes