Dear Mr. & Mrs. Wang,
Thank you for choosing to stay at Shanghai hotel and for taking the time to sharing your comments and experiences for our services. I am most
embarrassed to learn about the service shortcomings that you encountered and the problems you had with our Reservation Department. Please accept my sincere apologies on behalf of the hotel.
I have read your comments personally to learn from your comments and experiences and I quite agree that the points you raise are unacceptable and assure you we will do everything we can to rectify them. I have
addressed the issue with the parties concerned so that we may all have the opportunity to learn from it.
I do hope that despite this you will agree that overall the services and facilities of the hotel met with your expectations. I assure you that total customer satisfaction is always our goal and we strive to achieve a high level of seamless and personalized service. This is after all what sets us apart from the competition and makes us truly “Shanghai”.
We are very conscious of the importance in providing a consistent high level of service standards to all our guests and create a most favorable impression with each and every stay.
Please do not hesitate to call me any time if I can be of any assistance.