Dear "Jaatinen"

First of all I would like to apologise for not meeting up to your expectations - I can assure you that we take your comments seriously, and in fact we are always aiming to be so much more than average.

I am very sad to hear what happened and especially as your feedback concerns our staff which is our utmost valued asset at Hotel Haven,

I have looked into the matter and you are right about the issue about the pillows and duvet. Your profile clearly states that you prefer “foam pillows and duvet”. This is an error of us that we have not taken the necessary means to make sure your preferences will be delivered.

I have talked to all of my staff about this matter and both the senior members of staff remember your feedback in the morning of your departure.

My apologies once more for letting you feel that they were unresponsive towards your feedback.

We have talked about this at our staff meeting and truly hope that your recent stay was not your last at Hotel Haven.
I hope you will consider returning in the future so that we can prove the opposite of your last stay. Please do not hesitate to contact me directly should you have any further comments.

Warm regards,
Janne Ant-Wuorinen, Hotel Manager