Dear Tom,

I am sorry to hear of the problems you experienced during your recent stay at our hotel.

I investigated your complaints and found them justified. When the hotel car driver came to pick you up, he failed to contact you and explain the possibility of being late because of heavy traffic. We are terribly sorry that you had to wait for such a long time at the airport. As for the facilities in the rooms, they had been used for a long time since the hotel was established in 1999. Recently, we have renovated the facilities in each room.

On behalf of Royal Park Hotel, I would like to offer our sincerest apologies for the inconvenience. We agree to refund you $150.

We hope you will stay with us again.

Best wishes

Bruce Collins