Apology for poor service

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Simply replace the unfilled areas such as "[]" and "[date]" with your information.

Dear [name],

Thank you for taking the time to fill out our questionnaire during your stay with us. We do appreciate hearing from our customers, as their comments are vital for us to continue improving our accommodations.

The problems that you mentioned have been brought to the attention of our housekeeping department.  While the lack of service you experienced is unusual and not the standard of our motel, there is no excuse for a lackadaisical attitude on the part of any of our employees. We are sorry for the inconvenience and annoyance this incident caused.

Thank you again for your comments.  We hope that you will give us another chance to serve you.