Letter confirming changed plans

  Piazza Rumboldi·Brindisi·Italia· Telefono 08-31-23418·Telex 861178·     Mr. William Bond 20 May 200… 23 Burley Lodge Road Nottingham England   Dear Mr Bond, Thank you for your letter of 17 May 200…. We are sorry to hear that your father is ill and hope that he will soon recover. We have, as you requested, cancelled the single reservation and are now holding for you one double room with bath for the period 18–25 June. Yours sincerely, Mr H. Surrey Advance Reservations  

Confirmation of a hotel reservation

Replying to an inquiry

· State within the first two sentences exactly what you are responding to and what you are providing.

· Answer all the questions.

· Provide whatever explanation is needed to ensure a clear understanding

· Use a separate paragraph for each response to a question.

· Give the client all the information he/she needs to make a booking.

· Be friendly and positive.

· Response letters are an opportunity to demonstrate good customer service, thereby creating or reinforcing a good image.

· Use a courteous, professional, conversational tone.

· Use simple rather than complex sentences.

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