There is simply no excuse for what transpired. As a hotel, we take pride in providing the efficient service. However, that is not what you experienced and for that we must apologize. Please be assured that the matter is taken very seriously and appropriate actions were taken to avoid future reoccurrence of this matter.
I sincerely hope that the incident would not deter you from staying with us again when my personnel attention will be given to ensure a more favorable impression of the hotel.