Assignment 6-Negative News Letter Claim Denial: Sorry Smokers Must Pay Recently
ID: 348939 • Letter: A
Question
Assignment 6-Negative News Letter Claim Denial: Sorry Smokers Must Pay Recently the Century Park Hotel embarked on a two-year plan to provide enhanced value and improved product quality to its guests. It always strives to exceed guest expectations. As part of this effort, Century Park has been refurbishing many rooms with updated finishes. The new carpet, paint, upholstery, and draperies, however, absorb the heavy odor of cigarette smoke. In order to protect the hotel's investment, Century Park enforces a strict nonsmoking policy for its nonsmoking rooms Century Park makes sure that guests know about its policy regarding smoking in nonsmoking rooms. It posts a notice in each nonsmoking room, and it gives guest a handout from the manager detailing its policy and the consequences for smoking in nonsmoking rooms. The handout clearly says, "Should a guest opt to disregard our nonsmoking policy, we will process a fee of $150 to the guest's account." For those guests who prefer to smoke, a smoking accommodation can be provided. On January 24, 2015 Wilson M. Weber was a guest in the hotel. He stayed in a room clearly marked Nonsmoking". After he left, the room cleaners reported that the room smelled of smoke. According to hotel policy, a charge of $150 was processed to Mr. Weber's credit card. Mr. Weber has written to demand that the $150 charge be removed. He doesn't deny that he smoked in the room. He just thinks that he should not have to pay YOUR TASK - As hotel manager, deny Mr. Weber's claim. You would certainly like to see Mr. Weber return as a Century Park guest, but you cannot budge on your smoking policy. Address your response to Mr. Wilson M. Weber, 634 Wetmore Avenue, Everett, WA 98201Explanation / Answer
Hotel manager,
Century Park hotel
March 15, 2018
Mr. Wilson M. Weber
634 Wetmore Avenue,
Everett, WA 98201
Dear Mr. Weber:
We appreciate your visits at Century Park Hotel. Century Park Hotel intends to provide enhanced value and service quality to our guests. To achieve the same, the hotel has invested in improving the décor, which is why we have instituted our non-smoking policy in the non-smoking rooms, to prevent the new décor from deteriorating due to the negative effects of smoke.
We value your business, and thus to ensure every customer feels welcomed in our hotel, we provide smoking accommodation to the customers who prefer smoking. To make sure you are informed about our policies we have place non-smoking notices (indicating the fine of $150 to the guest’s account if the non-smoking policy is not adhered to) in the non-smoking rooms. The manager also provides the handout detailing the same to the customer.
We have come across your request to remove the $150 fine charge from your account. We understand it is of inconvenience to you, but in light of the non-smoking policy, we would respectfully decline the request.
You are a valuable customer to us, but it would be unfair if we give preferential treatment to you and bend our non-smoking policy, when all other customers are required to adhere to it.
We hope that you understand that our policy was communicated to you clearly and smoking accommodation option was also available to you at the time of your check-in. We will be pleased to serve you in your future visits.
Sincerely,
[Name]