Response to a formal written complaint

My family and I had the misfortune of staying at your Hotel Trinity, from April 2nd to
April 6th 2021, in a family room (Reservation number, TRI016724. Cost – £374.00).
During our stay, we encountered several issues that I would like to bring to your
attention.
Firstly, it took more than an hour to check us in even though we had a confirmed
reservation. Why it took so long is beyond my comprehension. When I asked the
receptionist (Ben) about the reason for the delay, he said it was because they were
short staffed. Not my problem! Secondly, when we entered the room, we didn’t have
enough beds setup so had to go back down and queue again at the reception desk to
get it sorted! We had been travelling all day and just wanted to go to bed! So, waiting
for additional beds to be made was not ideal!
Finally, the food was cold in the restaurant when we dined with you on the 3rd of April,
after we waited over forty minutes for our main course to arrive. Can you explain? I
understand the waiting staff were busy, but sitting at a table hungry and frustrated, is
not my idea of an enjoyable and relaxing meal. Our total food bill was £46.98. not what
I would expect to pay for cold food that should be served hot. We ate elsewhere the
other nights. Breakfast, however, was delivered to a high standard. We are a family of
four, and our two children were looking forward to staying at your hotel. Unfortunately,
because of the long wait times, they were bored and agitated which affected our overall
experience.
I hope you agree with me that this type of service is completely unacceptable on so
many levels. It is not the kind of treatment I would have expected from a hotel of your
reputation. I am very disappointed with our unpleasant experience. I would add, that
although we had an unpleasant experience, Ben made every effort and attempt to help
and assist us throughout our stay. You should hire more employees like Ben! I would
like to hear your thoughts about my complaint and the steps that you are willing to take
to prevent such incidents in the future. There was nobody on the front desk when we
checked out, so could not raise our issues further.