Responding to a Complaint

Dear students,

In order to evaluate your last writing assignment, please make use of the following sample response:


Dear Mr. Grundy,

Thank you for your email regarding your recent holiday with Med Tours.

We are very sorry to hear that you were dissatisfied with the organization of your holiday, as we always try to ensure that all our customers receive the highest quality of service.

In your email you mentioned several inconsistencies between the brochure and the conditions in the hotel, particularly the distance from the beach and the delays affecting the length of the stay. Thank you for bringing these matters to our attention. Rest assured that we will amend the information in the brochure.

We were sorry to hear that the staff were unhelpful during your delay at the airport. It is company policy that clients who are delayed are kept fully updated and provided with complimentary refreshments. We will look into why this did not occur in your case.

The further inconveniences you suffered relating to the hotel and the resort, while not our direct responsibility, are of concern to us and we will investigate them.

We value your custom and, as compensation for the inconvenience you have suffered, we would like to offer you a 30% discount on your next holiday with Med Tours.

Once again, our sincerest apologies for the inconvenience caused and we look forward to hearing from you soon.

Yours sincerely


Lee Hoole

Manager