California Hotel Response to Guest Complaint

[HOTEL LETTERHEAD] [Date] VIA EMAIL [AND CERTIFIED MAIL IF DEMAND LETTER] [Guest Name] [Guest Address] [City, State ZIP] Re: Response to Your Complaint Confirmation #: [XXXXXXXX] Stay Dates: [Check-in] to [Check-out] Room: [Room Number] Dear [Guest Name]: Thank you for contacting us regarding your recent stay at [Hotel Name]. We take guest concerns seriously and have thoroughly investigated your complaint. STAY DETAILS: - Reservation: [Dates and room type] - Rate: $[Amount] per night - Total Charges: $[Amount] - Loyalty Status: [If applicable] RESPONSE TO YOUR CONCERNS: [SELECT AND CUSTOMIZE APPLICABLE SECTIONS] [For Room Condition Issues:] We apologize that your room did not meet your expectations. Our records show that [describe what happened]. When you reported [issue] to our front desk on [date/time], we [describe response - offered room change, sent maintenance, etc.]. Our housekeeping log shows the room was inspected and cleaned on [date] before your arrival. [If guest didn't report during stay:] We note that this issue was not reported to our staff during your stay. We always encourage guests to contact the front desk immediately so we can address concerns promptly. We would have been happy to [resolve issue, change rooms, etc.] had we been made aware. [For Theft/Property Loss:] We understand you are claiming [items] valued at $[amount] were [lost/stolen] during your stay. We take such allegations seriously and have conducted a thorough investigation. Our electronic key card system shows that room [#] was accessed only by [detail]. Our posted room notice, as required by California Civil Code 1860.1, advises guests that safe deposit facilities are available and limits the hotel's liability to $[500/1,000] when proper notice is provided. [If safe available:] You were provided notice of our in-room safe and chose [not to use it / to keep these items outside the safe]. Under California law, our liability is limited accordingly. [For Slip and Fall:] We have received your claim regarding an incident on [date] at approximately [time] in [location]. We have investigated this matter, including reviewing [incident reports, video footage, maintenance logs]. Our inspection records show that the area was inspected on [date/time], with no hazards noted. [Detail any relevant facts about warning signs, conditions, etc.] We are forwarding your claim to our insurance carrier, [Insurance Company], for further handling. You may expect to hear from their adjuster within [timeframe]. [For Billing Disputes:] Regarding the charges you have disputed: - [Itemize each charge and explain] - Our cancellation policy, which was [displayed at booking / in your confirmation email], states [policy]. - The [resort fee / other charge] was disclosed [at booking / in confirmation] and covers [amenities]. [For Service Complaints:] We apologize that your interaction with our staff did not meet expectations. We have reviewed this matter with the team members involved and [describe any action taken]. Your feedback helps us improve our service. RESOLUTION OFFERED: [Choose appropriate response based on merit of complaint:] Option A - Full Denial: Based on our investigation, we do not find merit to your claim for the reasons stated above. We believe we fulfilled our obligations and that no refund or compensation is warranted. Option B - Partial Accommodation: While we maintain that [reason], as a gesture of goodwill and in appreciation of your patronage, we would like to offer [specific offer - e.g., points, future stay discount, partial refund]. Option C - Full Resolution: We acknowledge that your experience did not meet our standards. We are [refunding $X / crediting X points / providing X] to resolve this matter. [If referring to insurance:] This matter has been referred to our liability insurance carrier for handling. The adjuster assigned to your claim is [Name] at [contact information]. NEXT STEPS: [If offering resolution:] Please confirm your acceptance of this offer by [date]. Upon confirmation, [credit will be processed / points added / etc.]. [If denying:] If you have additional information that was not considered in our investigation, please provide it for our review. We value your feedback and hope to welcome you back to [Hotel Name] in the future. Sincerely, [Name] [Title] [Hotel Name] [Phone] [Email] Enclosure(s): - Copy of signed registration card - Confirmation with cancellation policy - [Other relevant documents]