“Never meant to let you down.”
Nice sentiment. Offer a resolution? NOPE.
“Help make things right.”
Better sentiment. Did they?
NOPE.
Customer service is only customer service when you do what you say you’re going to do.
We never meant to let you down. We'd like to find out more about this to help make things right. Please DM us your full name, hotel location, email address, and phone number, along with more details of your disappointment in the experience during your recent stay. -Deb