Imagine that you are the manager of a very famous hotel. Read the whole list of topics enumerated in this page, an reply a letter of complaint of a very upset client. You could take some ideas to express your apologies from page 83 in your textbook.
As you may have noticed, it have belongs to part of the travel section by CNN website, called "travelshooter".
Don't forget to do this task by using the comments option!