Dear Mr Bennert,
Thank you for taking the time to share your valued feedback with us. I am disappointed to read about the inconveniences that you encountered during your stay with us. Please allow me to assure you that your feedback is important to us.
I am sorry to hear about your reservation record that was without breakfast during check-in. The manager has kindly agreed to do the respective refund for your breakfast.
Regarding the rooftop pool experience, I am very sorry to hear that the key for the roof top pool was malfunctioned, causing great inconvenience for you. It can be better managed, and we have put in place a more robust plan for managing similar situations for these facilities, while placing the highest emphasis on the needs and well-being of our guests.
Please accept my sincere apologies for the disappointment and frustration you experienced, and I do hope that we can regain your confidence in our hotel in the near future.
Guest Service Agent
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