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how to respond to an unhappy customer email Im not happy with your service your staff doesnt care this was the worst experience Ive ever had the key to responding to customer complaints is not to give a refund but to make your customers feel theyre heard and their feedback is appreciated each letter should have a following structure opening and thanking for the feedback empathy apology sharing values and importance of guest communication and final provide in a resolution lets take a look how this paragraphs should look in a real letter good day mr. Smith thank you for sharing your feedback with us empathy Im very disappointed to learn about your experience with us it is absolutely unacceptable to get such a poor service I can only imagine how you feel apology please accept my sincerest apologies as this is not the level of service we would like to provide to our guests importance of guest communication as a hotel we strive for excellent comfort and customer service for our guest