Write an email response to Mr. Ward. In your message, you will want to acknowledge and apologize for the incident and invite his family to return to the hotel. If done well, your email will encourage Mr. Ward to post an update on TripAdvisor that presents Colonnade Hotel and Resort in a more positive light. You might consider how much detail to provide about the overbooking policy. Regardless of your rationale, overbooking may be difficult for even the most agreeable customer to accept.