Hotel guests' comments on the hotel are brushed out. How should the hotel reply?

Ask customers questions, apologize and take improvement measures, emphasizing that it won't happen again.

Dear guests, thank you your for coming. I'm sorry I didn't bring you a perfect stay experience, and we feel deeply guilty. We attach great importance to your problems and have formulated rectification measures one by one. I sincerely apologize to you again. I hope you can give us a chance to serve you again and experience the new room.