Dear Sir/Madam,

I am writing to tell you about two unpleasant incidents that happened to me on my recent tour to your city.

The first problem I encountered was that the hotel was very noisy. The noise from the neighboring building site was unendurable. It went on all the time, even at night. I hardly slept at all.

Many guests complained but no one seemed able to do anything. You should not book hotels that are next to construction sites.

The second problem was the local guide. She didn’t give us any information about the places we were taken to and couldn’t answer any questions. It seemed that she was only interested in persuading us to shop. Especially at the temple, she insisted that we burn incense to ask for protection. She said if we didn’t, we would meet misfortune on the way home. This is emotional blackmail but many of us felt we should comply just in case. As you may know, incense sticks cost a lot.

It was very annoying to come so far to visit your city and to learn nothing. I had been planning and looking forward to the trip for more than two years, but my experience was very disappointing.

I look forward to your reply.

                                                                                                           Jack Smith

DearMr. Smith,

Thank you for your letter and I am very sorry to know about your unpleasant experience. We understand your complaint, and we do have looked into the matter mentioned in your letter. For your sleepless night in the hotel, we feel sorry to hear that. However, your tour was booked two months ago and the construction of the neighboring site has not begun yet. We have tried to change another hotel for you. However, since your stay was in peak season and the neighboring hotels are all booked, the changing of the hotel is impossible. Hope for your understanding.

As for your complaint to the tour guide, after investigation, it is proved to betrue and we feel terribly sorry about that. She will be punished and fined for what she has done. Also, in order to compensate your loss, we will refund you what you have paid for the incense, which amounts to 800 Yuan. Would you please kindly offer us your bank accounts for us to transfer the amount to you?

    We are looking forward to your reply. We hope to serve you next time and welcome to China again.

                                                                                                       Sincerely yours,

                                                                                                              Zhang Hua