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I agree with Esselle.

Whatever the tone of the complaint, a professional response should be given.

The aim is to retain the customer and perhaps to turn him into an ambassador. A win-win, and all quite possible. The art of complaint handling as practised by top-notch establishments, large and small.

As for naming the hotel … maybe.
(I assume it wasn’t the Sofitel, Times Sq,).

Bill in Hants