After reading your letter, dated August 1, I would like to extend my apologies for the dreadful experience you had on our tour this summer. There is no excuse for the awful service you received, and the many changes in schedule. However, I would like to attempt to offer an explanation, and reassure you that actions been taken to address these problems.
Regarding the service problems, such as the rude waiters and the inexperienced tour guides, all of these employees have been questioned, retrained, and recertified. They have since received excellent feedback from clients.
As to the scheduling changes, such as fewer days in Majorca, and unexpected stopover in Sevilla, I can tell you that these changes occurred due to no fault of our own. In reviewing the reports from this time, I found that these were severe weather conditions during your trip, the week of June 5.
Due to the storms, the expected itinerary could not be followed for safety reasons.
Finally, as you have been such a loyal customer of Star Tours over the years, and assuming that
your previous ten vacations were enjoyable. I would like to offer you a free tour package for you
and a guest. You may choose any of our week long itineraries to enjoy, free of change. Enclosed
is a coupon for this holiday to be used at your convenience.
If you have any other problems with our company, please contact me anytime.