Original Japanese version:
拝啓
秋冷の候、ますますご清祥のこととお慶び申し上げます。
この度は数あるホテルの中からAホテルにご宿泊頂きまして誠 に有難うございます。
弊ホテルをお選び頂きましたのにも関わらず、お部屋までのご案内、またご朝食 対応に関し、お客様にご迷惑をおかけするとともに、不快な思いをおかけし大変申 し訳ございませんでした。
今後二度とこのような事が起こらないよう、お客様からのご意見を真摯に受け止 め、予約担当とフロント社員への指導・教育の強化を図る所存でございます。
このたびは貴重なご意見をありがとうございました。今後とも弊ホテルをご愛顧 賜りますとともに、引き続き倍旧のご厚情を賜りたく、切にお願い申し上げます。
2018年10月16日 敬具
Translated English version:
16th October 2018
Dear customer,
Thank you for staying with us at Hotel A. It has come to my attention that your recent stay with us was not satisfactory.
Despite having chosen our hotel among the many choices you have out there, we have let you down with sub-par standards. We sincerely apologise for the unpleasant experience that you faced at our hotel during check-in and at breakfast.
Providing the highest level of hospitality is our top priority and we take customer feedback very seriously. In order to prevent such unacceptable incidents from happening again in the future, we would like to assure you that we will be reviewing our processes and strengthening our staff training.
Thank you for your valuable feedback. I hope you can forgive this inconvenience and not let it stop you from staying with us in the future. We hope to serve you again at Hotel A.
Yours sincerely,
Hotel A