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2. Read the letter. Write a similar letter, complaining about the disastrous cruise. Write the reply from the Manager of Sunnytours. Plan the letter carefully, considering content and organisation. Your letter should be about 200 words.

15 Cedars Road

Worthing

Sussex

10 September 200…

The Manager

Sunnytours

3 High St.,

Worthing

Dear Sir,

Further to my letter of 4 September 200.., I am writing to complain in the strongest possible terms about the Sunnytours holiday (ref. 59823-4), from which I have just returned. I have been going on package holidays for over thirty years, and never in all this time have I spent such a disagreeable fortnight.

My troubles started at the airport, where I and other guests were obliged to wait for over an hour for a hotel bus which never arrived. Having made my way to the hotel by taxi-at my own expense-I found it to be in a run-down neighborhood a good half-hour from the sea-quite different from the

“pleasant suburb within easy reach of the sea” promised in your brochure.

From then on things got worse. Not only was my room a disgrace, but the food and service were also seriously substandard. In addition to this, other extras, including tours and courier, proved to be non-existent.

In view of the foregoing, I would say that your brochure is misleading. Therefore, I insist on a complete refund.

Yours faithfully,

Audrey Purgent

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3.You are the General Manager of a catering firm which has been subcontracted to provide food, drinks and table service to a famous museum. You have recently received the letter of complaint.

Dear Sir,

I’m writing to complain about the appalling standard of service I received yesterday at the Heritage Museum Coffee Shop.

On entering the self-service restaurant at 3 o’clock my friend and I found a very long queue. We had to reject two trays before finding a clean one. Once at the counter we found most of the food had gone except for three, tired man-handled open sandwiches and the odd cake. There was no one to serve us-a girl rushed up only when a man started to help himself to soup. The girl obviously had no training; she knew neither what the soup was made of nor whether there were any more sandwiches available.

The two girls at the drinks counter were also slow and sloppy(=untidy).

I was disgusted to find the cutlery covered with dry blobs of food and grease. The table we occupied was dirty, and finally the soup I bought was greasy, heavy and over-spiced.

None of this is an exaggeration. I can not believe that such atrocious service could exist in a world-famous institution.

I am a regular visitor and, as an employee in the travel industry, in a position to recommend that visitors boycott this restaurant unless I receive a letter indicating what measures you intend to take to improve the level of service.

Yours faithfully,

Mira Shapur

1.What is your reaction to the letter?

2.How do you explain the poor services she accuses you of? 3.What would you do?

4.You want to apologise to Ms Shapur and have made some notes. Expand them into a letter of apology.

thank you + sorry untypical

main reasons-shortage of staff (sickness & holidays)

very busy period action taken(specify what)