Dear Mr. Wong,
With reference to your letter of October 19, I am writing to apologize for the conditions of our fitness centre and the bad manner of the assistant manager. We are sorry about the situation you faced in the previous time.
Firstly, we were shocked to learn that the aerobics class was in a mess. As our fitness centre is tidied and checked regularly, there should not be such a bad situation. After knowing this from your letter, we have already asked the technicians to repair the equipment and the exhaust fans. During last check I made, everything was already ready to be used. The environment is getting better after installing a new air-conditioner and all rooms are well ventilated. Also, we have already warned the workers who were responsible for checking the rooms and reporting the situation to us. As for the instructor, she is actually an experienced instructor who has worked in our centre for more than ten years. The reason the exercises are almost the same each time is that she wants to train the basic physical fitness first and then make them more and more difficult as the students learn more. The exercises will soon match with the description in the course promotion.
Secondly, I understand you are upset about the chaotic snack bar. However, the snack bar is supervised by another company. It is hard for us to change their policy. Although we decided not to intervene, we have requested the snack bar to clean the utensils and environment seriously and assign another assistant who has better performance. We also required them to update the menu. They promised that they would provide more vegetables, fruits and healthier snacks.
Thirdly, we are committed to providing quality services to keep customers happy. For the bad manner of the assistant manager, we decided to stop his probation and issue him a warning letter. We will focus more on the attitude of our workers after your advice.
Let me assure you that the centre will be improved when you visit us next time. For your inconvenience, we would like to offer you a VIP card. We hope to provide you with better services. We hope to see you again!
Yours sincerely,
Pat