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Negotiation Strategy

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Lucca Biagio Dell Agli Tatoni
Tour Manager – Sun and Fun
Email: luccatatoni@gmail.com

Mr. Fuentes
Hotel de Playa
30 April 2013

Dear Mr. Fuentes,
As we have previously talked about the problems of reforming its hotel, I hereby make some considerations that we both should keep in mind.
Our clients are responsible for our survival in the market, which should always treat them with the more dignified way possible, which should strengthen our image as best hotel and best travel agency, respectively. It is worth remembering that our customers are the greatest form of advertising you can have, where they evaluate us through online booking sites, where all other clients are based on, regardless of your personal publicity.
You have a great ranking on this site, however keep in mind that due to the current circumstances, such as the reform of the hotel, you can strongly affect your score, which would be greatly affected by the evaluation of its customers. I say this not only by guests that we have scheduled for your hotel, but all the guests who will be staying in the first two months of the winter season.
Furthermore, I would like to emphasize that our agency has a great influence by the guests too, where these are not met, the agency's reputation falls. I can say that our agency cannot handle a high level of dissatisfaction of our consumers, and we need to offer an alternative to them in situations like this. In cases where there is no alternative, we do not hesitate to contact our customers to explain the real situation, getting to them to the option to travel or have the full reimburse, even if we have some loss.
So I would in a last attempt to see if it is possible to enter into an agreement on how we will deal with the current situation. In situations like this, as already said, customers have a discount of 30% on the value of hosting in order to

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