From: ka_alvare, Manager of Cascades Hotel and Conference Centre, Toronto
Date: December 18, 2015
To: Five3Nine
Subject: Improving Hotel Services

Dear Five3Nine,
Thank you for spending time at our hotel and giving us your detailed feedback.
At Cascades Hotel, we strive to make our guests satisfied, and so your word is important to us. It is with great regret that your stay at our hotel was unsatisfactory. Prior to your stay, your hotel carpet had been steam cleaned by staff to improve your stay. Unfortunately, the ventilation system in your particular room had malfunctioned a few nights before. This is what had caused the carpet not to dry in time for your stay, and so refurbishment of the room was necessary but very last minute.
We make it an effort to ensure that our guests are comfortable during their stay. This time of the year, hotel rooms are almost always completely full, and unfortunately we could not simply accommodate you with another room as, according to the reception desk, all rooms were booked that night. There is no excuse for our lack of speedy service at the front desk, but again, this was our busiest time of the year and we received a larger volume of phone calls during this time as well.
Rest assured, we do our best to fulfil our customer needs, and so as soon as a room was available we would let you know and move you immediately to a much standardized location. It is with much importance that our guests are provided a backup for recovery, and so we are happy to know that the room you had stayed in afterwards was to your satisfaction.
We do our best to maintain a high level of availability to our customers, and so a voucher will be accommodated to you as well. Rest assured, any damages that had been applied to your laptop due to the hotel room circumstances will be covered. It is important that our guests feel satisfied and at-home at