Your Task

Write a positive and convincing email message to Kenzie Kramer that will retain her as a customer, even though you must deny her request. Remember to demonstrate goodwill and focus on benefits for the reader. Write an indirect negative news message. Buffer, Reasons After Buffer, News After Reasons

You received an email message from Kenzie Kramer, a long-time customer who only needs one more stamp for a free night at a hotel and would have been entitled to a $230 room. Kramer knows that it costs more to book with Lodgings.com than directly with a hotel but wanted the free night. She had worked toward earning it during the past seven years by making hotel reservations exclusively through your company. Kramer is very unhappy about the significant changes in the new rewards program. She is willing to make another reservation through Lodgings.com, but only if she is guaranteed that she will receive the free night afterwards, rather than a discounted rate on a future reservation. There is insufficient time for Kramer to stay at a hotel for one paid night to earn the final stamp and then to stay at a hotel for a free night before the current program ends.