For each message provide your writing plan or outline based on the patterns and skills we have practiced. That includes the proper labels and the notes for each section. Then write the message.

2. Request Refusal: No Smoking at Century Park Hotel

Recently, the Century Park Hotel embarked on a two-year plan to provide enhanced value and improved product quality to its guests. It always strives to exceed guest expectations. As part of this effort, Century Park has been refurbishing many rooms with updated finishes. The new carpet, paint, upholstery, and draperies, however, absorb the heavy odor of cigarette smoke. In order to protect the hotels investment, Century Park enforces a strict nonsmoking policy for its nonsmoking rooms.

Century Park 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 guests account. For those guests who prefer to smoke, a smoking accommodation can be provided.

On May 10, Wilson M. Weber was a guest in the hotel. He stayed in a room clearly marked Nonsmoking. After he left, the room cleaners reported that the room smelled of smoke. According to hotel policy, a charge of $150 was processed to Mr. Webers credit card. Mr. Weber has written to demand that the $150 charge be removed. He does not deny that he smoked in the room. He just thinks he should not have to pay. You think he should pay, and (!), want to keep him as a customer in the coming years.

Your Tasks.

As a hotel manager, write the letter to deny Mr. Webers claim. You would certainly like to see Mr. Weber return as a Century Park guest, but you cannot budge on your nonsmoking policy. Address your response to Mr. Wilson M. Weber, 634 Wetmore Avenue, Everett, WA 98201. The response should both keep the customer and keep the fee.