Dear Ms. Winters,
Thank you for your letter. Hopefully I can help resolve some of the issues you experienced while staying at our hotel.
As you wrote, your troubles began at night, when you found that our ice machine was empty. Our apologies. We try to run a tight ship, but sometimes things fall through the cracks. I promise to be more vigilant about the ice machine in the future.
After you went back to your room, you began to hear incessant banging coming from the walls and ceiling. Our building is very old, and the walls are thin, so the noises made by other guests were heard clearly. [...]