1Compliments1.Thank you for sharing with us your recent wonderful experience you have had with our Airport Representative, Mr XXXX.We are proud to hear that Mr XXXX took the initiative to find a wheelchair for your elderly mother. We have forwarded your letter to him and have extended your message to all our staff. We believe that this will serve to encourage our staff to provide quality service.At Shangri-la, we aim to delight all our guests. We appreciate your time and effort and hope you would continue to give us your feedback.2.Thank you for taking time to write and share your recent pleasant experience at Shangri-la. We are glad to know that our room attendant was considerate and thoughtful in locking your safebox during the cleaning process. The locking of the safe box was carried out properly and according to the established procedures in the hotel.We have conveyed your appreciation to the Housekeeping team. I am sure it serves to encourage and motivate everyone in our hotel to continue with their good practices and attitudes toward delivering service excellence to our guests.3.We are happy to hear that you have received your telephone set. We are also glad to know that you were impressed with our staffs demonstrated professionalism during your stay with us.At Kerry Centre Hotel Beijing, guest satisfaction is our top priority and the key drive to delight our guests.I would like to thank you for your feedback. We value patrons like yourself who help us to continuously improve our service.Thank you for taking time to write and share your positive experience during your recent stay with us.We commit ourselves in providing high level of service by“going extra mile”to delight our guests. Nothing pleases us more than to receive compliments from our guests.We look forward to welcoming you back to our hotel.24.We appreciate you letting us know how excited you were in receiving the photo with a frame from our Housekeeping team. We have conveyed your compliments to the Housekeeping team. This will certainly boost their morale further to continue to provide quality service to our guests.At Shangri-La, we strive to deliver excellent service to all our guests.5.We appreciate you letting us know how much you were delighted by our staffs extra mile service during your recent stay with us.We are glad to hear that Mr. Jake (designation) had gone out of his way to source for the eye-contact solution for you. We have conveyed your appreciation to him.We are pleased with the demonstrated professionalism of our staff and commitment towards our companys philosophy“Shangri-La hospitality for Caring people”。We believe this incident has great motivational impact on all of our staff.Thank you once again, for taking the time to share your positive experience. Please continue to provide us with your valuable feedback as it helps to further improve our services.We appreciate you letting us know of your pleasant experience you had with our Receptionist Ms. Lily.We are glad to hear that Ms. Lily had provided you with personalized services during stay with us. We have conveyed your appreciation to her.Ms XXXX, we thank you for your feedback. We believe that this will serve to encourage our staff to continuously work towards providing a high standard of service.6.Thank you for sharing with us your wonderful experience you had at the recent Villa Annual Event. We are happy to know that you have enjoyed our services.We value your patronage and will continue to provide excellent service. Please continue to share with us your feedback.3Complaints1.Thank you for your letter of Nov 15 expressing your feeling of disappointment over the noise from the water cistern during your recent stay. Please accept my sincere apologies.It must have been frustrating for anyone who is unable to sleep due to the noise, especially in the stillness of the night. Our engineering team has identified and reported that the noise was caused by air trapped inside the float valve. We have rectified and are continuing to monitor the situation.We assure you of our efforts on solving the issue and also like to ensure that your next stay with us is more comfortable and rewarding.We want to thank you for your patience and understanding. We do care about your business and want your trip to Beijing to be fulfilling. As a gesture of our goodwill, your three nights stay at China World Hotel will be taken as with compliments.Once again, my sincere apologies to you.2.I am very sorry to learn from your letter over your sleepless night you had during your last stay with us.We have identified that the noise from the water cistern was caused by air trapped inside the float valve. All rooms located within and beside the float valve will not be released until the issue is completely resolved.We apologize again for the inconvenience you have had experienced. We have waived one night room charge from your bill. We thank you for your patience and understanding. We do