Dear Сергей Григорович, We would like to apologize to you for the bad experience that you received during your stay at our hotel. We do our best to provide the best possible level of service, but sometimes unpredictable mishaps pop up out of nowhere. As a result of that, we will take the necessary precautions to make sure that such incidents do not happen again. We appreciate your understanding and cooperation. We value your stay and wish to retain you as a guest for years to come. Best regards, Sevval Daylan