DearMr.wang,
GreetingsfromtheshanghaiHuashanhotel!
Firstofall,Iwouldliketoapologizefortheunpleasantexperiencesyouhadduringyourrecentstaywithus.Iammostembarrassedtolearnabouttheincidentsandserviceshortcomingsthatyouencountered.OurSeniorManagementteamhaddiscussedyourcommentsindetailsinourdailymeetingandsharedthemwithalltheconcerneddepartmentstoensuresuchsimilarcaseswillnothappenagain.
Mr.wang,weaskforyourkindunderstandingandacceptourmostsincereapologiestoyouinthisrespect.IdohopeyourrecentexperiencewouldnotdeteryoufromstayingwithusonyournextvisittoShanghaiandIwouldbegladifyouwouldallowustheopportunitytoshowyouthetrueMarriotthospitality.
Asagestureofgoodwillandtoallowustheopportunitytoshowyouourtruehospitalityandhopefullytorestoreyourconfidenceinourhotel;wewouldliketo(offeryoubreakfastorafternoontea).
PleasedoletmeknowwhenyouplantovisitShanghaiagainandIwillbedelightedandlookforwardtotheopportunitytowelcomeyoubacktothehuashanhotelagain.PleaseletmeknowyourthoughtsandcallmeanytimeifIcanbeanyassistantofyouandIcanbereachedat123456789.
Sincerelyyours,
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