The week before last I posted a complaint from a guest who requested a refund because the plane that originally specified had to be changed because of mechanical problems, we ignored his preferences indicated on his Wish List for gourmet food and no interaction with local people, and he believe we were responsible for he [...]
From: Michael Kaye
Sent: Tuesday, July 13, 2010 7:02 PM
Subject: Follow-up Costa Rica Vacation Feedback
Dear (Guest Name),
I noticed that it is two weeks since Natalie wrote you. If you have replied we have not received it, please resend.
In any case I wanted to be sure that you are satisfied with the resolution of your complaint. If [...]
From: “Natalie “
Date: June 28, 2010 16:18:23 PM MDT
Subject: Costa Rica Vacation Feedback
Dear (Guest Name),
You’re right about flying from Liberia to Puerto Jimenez in a Caravan instead of the King Air. I apologize for my mistake, our operations department had not corrected our records.
When I spoke to Luis Torres about the situation on April 8th [...]
The week before last I posted a complaint from a guest at Monteverde Lodge who spent a miserable night because of a series of maintenance problems. Management at the lodge neglected to offer adequate compensation on the spot and the guest wrote us asking for, “a full refund of at least one night.”
Twelve of [...]
