Vincent Li Kit Wai,

The Manager,

Guangzhou Star Hotel,

Huafeng Lu 412,

Guangzhou,

Guangdong,

People’s Republic of China.

Mr. J.T. Hakala,

34 Summerton Street,

Parramatta,

Sydney 2045,

New South Wales,

Australia.

Dear Mr. Hakala,

Thank you for your letter of 29^th September last. I am very sorry to hear that you had such an unpleasant stay in our hotel.

I am investigating the points you raised in your letter and I will be checking the behaviour of our staff here. This is the first time we have received a complaint of this nature and I am surprised and shocked at your experience.

Guangzhou Star is a five-star hotel, which prides itself on the quality of its service. I will be training staff in how to deal more professionally with our guests and I would like to take this opportunity to apologize for any inconvenience the poor service may have caused you.

We appreciate your constructive comments, which allow us here at the Guangzhou Star to improve our service to our guests. I can assure you this will not happen again.

I am enclosing a voucher for a free 2-night stay at our hotel so that you can experience the very best of what we have to offer. I look forward to receiving you again at the Guangzhou Star again very soon.

Yours sincerely,

Vincent Li Kit Wai

Manager

Star Hotel

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