Greetings from Gran Melia

Dear Mr. Speer,

We are grateful for your response to a telephone call from our public relations manager, Hanum Yahya, on Friday May 1, 1998.

We regret that the loss of your mobile phone on April 3, 1998, was not handled efficiently and the fax subsequently sent by our assistant manager did not properly address your grievances. We apologize for the disappointment this must have caused you.

We sincerely hope that you will accept this delayed response to your complaint and subsequent fax of April 30, 1998.

As a result of your insinuations that our staff were involved in the theft we conducted a thorough body and locker search on the night of the theft, but did not find your mobile phone. If, as you said in your fax, you still wish to report the incident to the police we would suggest that you do so. We will be happy to cooperate and, if the police find that Gran Melia Jakarta is responsible for the loss, we will respond accordingly.

In the meantime, we thank you for your understanding and look forward to being of service to you in the very near future and helping to improve your impression of the Gran Melia Jakarta.

RICARDO CASTANEDA

General Manager

Gran Melia Jakarta