1. Write a letter based on the scenario :

Youre an assistant manager at the Hilton Hotel, St. Petersburg, FL. Youve just received an email from Mark Freshley, who was a guest at your hotel last week. Mr. Freshley said, his room was nice, the staff was friendly, and the beach was great. What was disappointing was that the pool was closed during his whole stay because of mechanical problems. When Mr. Freshley expressed his disappointment to the young people staffing the front desk, they clearly hadnt been advised on how to handle the situation and simply said, with apologies, that there was nothing they could do. He claimed, he didnt want to make an angry fuss about it since he was there to relax, so he let the matter drop. However, now that he is back home, he requested a partial refund. After all, the room rate was over $370 per night, plus tax, and the big, beautiful swimming pool was one reason he chose the Hilton Hotel instead of another resort. In this case, you do not feel that Mr. Freshley is entitled to the refund that he is demanding, as he did not let you know during his stay. You sometimes grant adjustments in complaint cases where a refund is not strictly warranted, but in this case, you feel absolutely not. Inform Mr. Freshley that you cannot give him a partial refund and explain the decision.

At the same time, attempt to come up with a creative, realistic solution that will keep Mr. Freshley a loyal and happy customer.

Follow these criteria :

Format of your letter

Identification of the category

Structure of your letter

Creative Reasoning Thinking

Order in which the information is presented (most important first)

Grammar and punctuation.