Dear Nasser,
I hope this message finds you well. I wanted to take a moment to address the recent events during your stay at our hotel.
First and foremost, I want to express our sincere apologies if you felt mistreated during your time with us. Please know that we strive to provide exceptional service to all our guests, and it deeply concerns us to hear about any negative experiences.
During our interactions, both personally and through our staff, we made every effort to accommodate your needs and ensure your comfort. However, it is essential to address the incident regarding your behavior towards our team.
Regrettably, there were instances where your conduct towards our receptionist crossed the boundaries of respect and professionalism. It was reported internally that you became confrontational when informed that certain services, such as discounts for influencers or complimentary late check-out, were not available. Moreover, your reaction to the reminder of the check-out time the following day was met with loud and aggressive behavior, causing distress to our staff.
I want to emphasize that we have a strict policy against abusive behavior towards our team members. While we understand that situations can be frustrating, it is never acceptable to resort to insults or aggressive outbursts. Our priority is to maintain a safe and respectful environment for both guests and staff alike.
When attempts at communication proved futile, and the situation escalated, it was necessary to remind you of our policies and the potential involvement of authorities to ensure compliance with our check-out procedures.
We sincerely hope you understand that our actions were guided by the need to uphold our standards of service and the well-being of our team. We value your feedback and strive to learn from every guest interaction to improve our services continually.
Once again, we apologize for any inconvenience caused and hope that future interactions will be more positive and constructive. If you have any further concerns or wish to discuss this matter further, please do not hesitate to contact me directly.
Sincerely,