May 29, 2004 Dear Laurie: Thank you for your note to Matthew regarding the Klein’s visit to the hotel. As I think you are aware, their reaction is not typical and takes us somewhat by surprise. The hotel, by chance, only had a few rooms occupied during their stay and in summer, with the rates about half what they are in winter, there are fewer staff when there is low occupancy. I spoke to Mr. Klein several times and thought he was quite happy with the hotel’s setting, the food and the ambience. I believe they got a bad start with the transfer problem and I apologize for that mix up… we did give him more than a normal Virtuoso upgrade. I hope this remains an isolated incident and I am sorry they were disappointed by the hotel and the level of attention they received. Sincerely, Wilhelm Sack General Manager