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Hotel Apology Letter to Guest

Hotels are a major part of the service industry. When you run a hotel, you want to make sure that each guest is treated respectfully, getting the best possible service. Since word of mouth is an important part of advertising for hotels, especially smaller chains, you never want a guest to leave unhappy. When there is a problem with a guest, sending a hotel apology letter to guest will help smooth things over with the guest. Such a small gesture will go a long way to aid in retaining the esteem of the guest.

Format and Content

When you send a letter from a business, it is important to use a formal format. The hotel apology letter to guest format should also include content that cites the problem at hand, discusses how you intend to fix it, and an assurance that it will never happen again. You can also include some discounts or offers to the guest as a means of atoning for the problems caused at your establishment.


When Kellie arrived for her stay at Hotel Eucalyptus in San Diego, she found that her reservation had been canceled and there was no room for her. Everything was eventually sorted out, but the hotel manager still sent Kellie this hotel apology letter to guest because of the problems Kellie encountered during her stay.

Dear Ms. McDonald,

I would like to offer my sincerest apologies for the problems you encountered during your stay at the Hotel Eucalyptus last week. I do not know what happened with our booking system and why your reservation was lost; however, I am looking into it to ensure it does not happen again. However, it blackened your stay at our hotel, and for that I am sorry.

I hope that you were able to enjoy the rest of your time in San Diego once we sorted everything out. I am glad we were able to find you an appropriate room, and I hope you enjoyed the free champagne we sent up to your room. I also want to offer you a 10 percent discount for the next time you visit our fine establishment.

We care about our guests at Hotel Eucalyptus, and we hate it went there is ever a problem with one of our guests. I was embarrassed to have encountered such a problem with you, and I will do everything in my power to ensure it does not happen again. I know this does not help you, but I just wanted to let you know. Additionally, I hope you were satisfied with how the hotel employees handled your problem. If you had any negative experiences with any of our staff, please let me know. I hope that was not the case and I hopethat you will visit us again the next time you are in town.