Thank you for your comments regarding your recent tour with us.
I'm so sorry that you returned from your holiday with such a poor impression of our company. Prior to each festive season, we do try and prepare our guests for the fact that Christmas on the continent is celebrated differently, particularly with regards to festive meals and opening hours. However, it's a real shame that you returned home from what should have been a lovely holiday, feeling so disappointed and let down.
Please be assured that I have passed your comments on to the relevant departments here at Head Office, so that they can be used constructively.
I do hope that we'll have the chance to rebuild our good name with you in the future.
Kind regards,
Sarah