Assignment 6-Negative News Letter Claim Denial: Sorry-Smokers Must Pay Recently
ID: 349013 • 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 98201.Explanation / Answer
14th March 2018
To,
Mr. Wilson M. Weber
634 Wetmore Avenue
Everett, WA 98201
Dear Mr. Weber,
At the very outset our hotel would like to thank you for your patronage and selecting us for your stay. You are one of our esteemed customers and our hotel constantly takes endeavors keeping in mind the best interest of customers like you.
It is in this direction that our hotel had introduced a strict no-smoking policy in our nonsmoking rooms. Customers who do not smoke abhor the smell and odor of smoke left behind in a room after a customer has smoked tobacco in a non-smoking room. Our hotel provides smoking rooms for customers like you who desire to smoke and this information is provided in advance both at the time of booking as well as at the time of check-in.
I would like to notify you that you had stayed in a non-smoking room and your smoking in this room violates our non-smoking policy. We will have to charge you with $150 which will be incurred by us to get the carpet, upholstery and draperies cleaned so that our other customers are not inconvenienced.
Keeping these facts in mind I would like to emphasize that our hotel strives for excellence and providing utmost satisfaction to our customers. Your act of smoking in a non-smoking room will require us to get the room clean for future use. I would like you to appreciate our endeavor to meet the expectations of all our guests and the fact that we treat all our guests similarly with the same level of warm hospitality, respect and welcome. In order to help us meet with our objectives I would once again request you to pay the $150 charge. This will help us in our quest for excellence.
We look forward to your continued support and patronage.
Best Regards,
Mr. XYZ
(Hotel Manager – Century Park Hotel)