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The Case: Recently, the Century Park Hotel embarked on a two-year plan to provide enhanced value and improved product quality to its guests. As part of this effort, Century Park has been refurbishing many rooms with updated finishes. The new carpet, paint, upholstery, and draperies, however, absorb the heavy odor of cigarette smoke. In order to protect the hotels investment, Century Park enforces a strict nonsmoking policy for its nonsmoking rooms. Century Park makes sure that guests know about its policy regarding smoking in nonsmoking rooms. It posts a notice in each non-smoking room, and it gives guests a handout from the manager detailing its policy and the consequences for smoking in nonsmoking rooms. The handout clearly says, Should a guest opt to disregard our nonsmoking policy, we will process a fee of $100 to the guests account. For those guests who prefer to smoke, a smoking accommodation can be provided. On May 10 Wilson M. Weber was a guest in the hotel. He stayed in a room clearly marked Nonsmoking. After he left, the room cleaners reported that the room smelled of smoke. According to hotel policy, a charge of $100 was processed to Mr. Webers credit card. Mr. Weber has written to demand that the $100 charge be removed. He doesnt deny that he smoked in the room. He just thinks that he should not have to pay. Your Task: As hotel manager, you must write an email denying Mr. Webers claim. You would certainly like to see Mr. Weber return as a Century Park guest, but you cannot budge on your nonsmoking policy. Use the box to compose your email. Please feel free to use the back of this sheet or an additional sheet of paper if needed.

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