Hotel guests found used condoms in their rooms and gave them bad reviews. How to reply?

First of all, I would like to express my deepest apologies, because you found used condoms in our hotel room, which is definitely not the accommodation experience we want you to experience.

We attach great importance to your problems and will conduct an in-depth investigation. We hope to better understand what happened through your feedback so that we can take appropriate measures to prevent similar situations from happening again.

In order to investigate this matter and seek a solution, we would like to know more detailed information about the used condoms you found, such as the specific room number and the time of discovery. We hope that you can send us this information so that we can investigate and ensure that such problems will not happen again.

Finally, I want to express our apologies to you again. We attach great importance to your feedback and will do our best to improve your stay experience. If you have any other suggestions or questions, or need any help in the future, please feel free to contact us.

Thank you for your understanding and support.

Best regards,

[Your name]

Hotel customer service team