Dear Guest,

First of all I want to thank you for completing the survey regarding your stay at our property.

On behalf of our entire team, I would like to apologize for not exceeding your expectations and want to assure you that safety and health issue are always our priority including guest satisfaction and I am proud to inform you that we have score 100% in at least last 2 of our routine assessment from Department of Health & Wellness.

Also we did check our record which indicates that you were very happy with your entire 2 day stay, however you did mention and showed to front desk clerk in few minutes after you Check in that your Jacket got a hole in it by a plastic sticking out of the wall while you were walking, so front desk clerk apologies for your discomfort and offer to give you another room right away and you said no that particular room was fine however you need money for the whole jacket and at that point FD Clerk told you that she is not authorize for something like that and will pass that message to General Manager and he will follow up with you but unfortunately you misunderstood her and thought she said that manager will give you the money, which gave you the impression that reception gave you a false platitude.

Next morning I did try to follow up with you but you were not in the hotel so I called you again next day around 10 AM and request you to see if I can take a picture of damage you were claiming, but you simply said that you have packed it in your bag and also when I said can I please come to your room to see the plastic that you were talking about and you said your husband was still sleeping so I requested you to at least show us before you go.

You were nice enough to call me before checking out of the room to show the damage garment which certainly had one very very tiny hole on it and also showed us the plastic before checking out, but actually it was a corner guard which is a really soft plastic and was in absolute normal way without any damage or any kind of pointy part sticking out, however as promised I did showed it to maintenance person and also discuss with my boss and promptly replied you thru e-mail as you requested including a apology letter from Best Western Customer Care but you are not happy and just want the total cost of the jacket, but once again I am sorry that there is not much we can do and specially cannot give any compensation since there was not any kind of negligence from the hotel.

Once again I am sorry on behalf of our entire team and we hope that you will consider staying with us again.

Thank you

General Manager.