Dear Tomas,
I am really sorry to hear about your experience and the inconvenience you faced. I want to extend our deepest apologies for the cancellation. While we always strive to deliver a seamless experience, it appears we fell short in this instance.
Our team is dedicated to ensuring the satisfaction of our clients and it disappoints us to know we've caused you such frustration.
Your feedback is invaluable and we will certainly use it to improve our services. I have escalated this issue to our senior management team. We will make sure that such incidents do not recur in the future.
We hope that you will not judge us solely based on this experience and we look forward to having another opportunity to serve you better in the future. Your patience and understanding are much appreciated.
Warm Regards,
Sophia