Your company name
City state zip
Dear ( name),
On behalf of (holiday service), kindly accept our sincere apologies for not giving you the kind of holiday you expected. From your complaint letter dated (date) we realized the hardship you went through during the vacation. You have specified that you were not given the kind of hotel which was specified in the brochure. We checked this with the tour manager and understood that it was a mistake on his part and we really apologies for all the confusions. We have taken care of the matter and we assure you that such incidents will not happen in future. We sincerely regret the inconvenience caused to you because of this,
As a gesture of goodwill kindly accept (a free stay for three days in name of the lace).You can avail this any time in next 6 months .I am sure you will overlook the mistake on our part at this time and would continue to avail our holiday package .
We reassure you that such mistakes won’t be repeated in future and look forward to a more positive association with you.