Question

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BAD NEWS LETTERS ASSIGNMENT-100 POINTS Recently, the Metropol Grand Hotel embarked on a two-year plan to provide enhanced value and improved product quality to its guest guest expectations. As part of this effort, Metropol Grand Hotel has been refurbishing many rooms with updated finishes. The new carpet, paint, upholstery, and draperies, however, absorb the heavy odor of cigarette smoke. To protect the hotel's investment, Metropol Grand Hotel enforces a strict nonsmoking policy for its s. It always strives to exceed nonsmoking rooms. Metropol Grand Hotel makes sure that guests know about its policy regarding smoking in nonsmoking rooms. It posts a notice in each nonsmoking room, and it gives guests a handout from the manager detailing its policy and the consequences for smoking in nonsmoking rooms. The handout clearly says, "Should a guest opt to disregard our nonsmoking policy, we will process a fee of $150 to the guest's account." For those guests who prefer to smoke, a smoking accommodation can be provided. On May 10 Trevor H. Taylor was a guest in the hotel. He stayed in a room clearly marked "Nonsmoking". After he left, the room cleaners reported that the room 2 smelled of smoke. According to hotel policy, a charge of $150 was processed to Mr. Taylor's credit card. Mr. Taylor has written to demand that the $150 charge be removed. He doesn't deny that he smoked in the room. He just believes that he should not have to pay. As the manager of the Metropol Grand Hotel, you would certainly like to see Mr. Taylor return as a guest, but you cannot budge on the hotel's smoking policy. 6 hotel nonsmoking policy stands and the $150 charge will not be refunded. TASK TWO: Write an INDIRECT bad news letter to Mr. Taylor in which you advise him that the hotel nonsmoking policy stands and the $150 charge will not be refunded. Each letter should be on one piece of paper, so you will turn in two pieces of paper.

Answer 1

Direct Bad News Letter

Dear Trevor H. Taylor,

As per the non-smoking policy of the Metropol Grand Hotel, the customers who opts for non-smoking hotel rooms, if found to be smoked inside the premises will be charged with $150 at the time of check out.

Hence the request from your side for the refund of the $150 charge will not be refunded.

Thanks and Best Regards,

Hotel Manager

Indirect Bad News Letter

Dear Trevor H. Taylor,

Our room cleaners have found out that you have smoked in our rooms after opting for non-smoking rooms. Based on the non-smoking policy of the Metropol Grand Hotel, the customers who opts for non-smoking hotel rooms, if found to be smoked inside the premises will be charged with $150 at the time of check out.

Hence the request from your side for the refund of the $150 charge will not be refunded.

Thank you for staying with Metropol Grand Hotel and we look forward to you on your next visit.

Thanks and Best Regards,

Hotel Manager