Complaint Response: Addressing Service Issues and Seeking Resolution

From, to, Dear sir/madam, dear mr.

I am writing to inform you of the numerous complaints we hacve received in The last three months with reference to your service. Most of our custmer Coincide in the same problems therefore we think convenient to inform your Company, so that you find a solution for that terrible situation.

First of all, when they came to the airport, they found that there was Nobody to meet them. We have reconciled that they payed the transport to hotel. They have complained about the excursions to (Picos de Europa), the majority of Time is established an hour and always they have been late to gathering them And when they arrived to the place, they hope for the guide that realizes the Hiking with them.

Futhermore, in the (Prado Museum), the clients had to payed again the entry To see it, because your company had not realized the payment yet.

We have coordinated a guide tour for the city of MAdrid in English and the Tourist guide could not know english language for what tourist found at about Anything.

Our clients have informed us of the low quality of the food. Clients need Eat special gluten free food and there was small variety.

To resolve this problema, I would be grateful if you could meet to Negociate new conditions since if this continues this way we could undertake Legal actions. I look forward to hearing from you. Yours faithfully

Thank you for your email in which you complain about the service received By some of your costumers in the last few months. We apologize unreservedly for Any inconvenience we may have caused you or your clients.

You may be interested in the following explanation. I believe the situation Resulted from the organization. In relation to the airport, we missed employees In transport, so it was nota ll in order. The manager did not well his work.

About the prado museum, we realized the payment two days before, we do not Know why they had not received it.

I can only apologize for the fact that the guide tour was a disaster. The Girl that realized the tour was in practises it is not an excuses but she has Not everything under control.

We would like to reward them by returning a porcentaje of money. I can only Asume that there was some misundertanding with the división of labor.

Please accept my sincere apologies for the problems you experienced on your Travels. We hope that this does not happen again, we Will give you the best Service, reconsider our opinión.