June 22, 2014
Mr. Donald McDowall,
Dear Mr. Donald McDowall,
I wanted to thank you for staying with us during the ICAK conference this week.
I hope is that you found the conference informative and enjoyable with the exception of our poor elevator service this weekend. I sincerely apologize for the inconvenience caused to you as a result of the problems associated with our elevators, which of course were compounded by the volume of business in the hotel during this time period.
I do want you to know that it is never our intent to disappoint our guests, nor provide anything less than the best in service and facilities. We take great pride in the level of service and attention to detail that we are able to provide to our guests. Clearly, in your case, we failed to meet a basic expectation, which is to easily be able to move throughout the hotel via elevator. Equally disappointing is that we have jeopardized our relationship with you.
Although I cannot change the situation that occurred with our elevators or erase the negative experience from your memory, I would like to offer you as a gesture of good will, a complimentary two night stay should your travels bring you back to the Washington area. **This offer is valid for two years from the date of issue and is subject to availability.** While you have been left with a negative impression of The Ritz-Carlton, Pentagon City that may prevent you from returning, I sincerely hope that you will allow us, at some future date, the opportunity to redeem ourselves. Should you allow us the opportunity, I would be happy to personally coordinate your reservation. I can be contacted at 703-412-2778 or .
Mr. Donald McDowall,again my sincere apologies for the inconvenience caused. We do appreciate your business and we certainly look forward to the opportunity of welcoming you back and serving you in the refined ambiance and service excellence for which we are known, and that you as our valued guest expect while residing at our hotel. In the meantime, if I can be of additional assistance, please do not hesitate to contact me.
Sincerely,
Tod Morrow
General Manager
The Ritz-Carlton, Pentagon City