November 1, 2000 Dear Sir, For many years Bermuda was our most favourite vacationing spot. We have been vacationing there nearly every year since 1962. We fondly remember the Island as providing superb services at a reasonable cost. Sadly we have watched with dismay the gradual deterioration of Bermuda as we remember it.

Following our experience during our vacation last September, we have decided that we shall not return to this former Island paradise. Sadly again, it seems that there is little chance for a change and that you have neither the will nor the desire to manage to restore Bermuda to its former excellence.

Notwithstanding, we would like to share with you our experiences and explain what we have seen and what we feel that must be done if you want to change the situation.

You must realise that tourism is Bermuda's most viable industry, and therefore all efforts must be concentrate and focused in order to enhancing Bermuda's competitive advantages, i.e., your beautiful island and its close proximity to the US.

It pains to see your management courting the offshore crowd, which is an industry based on tax evasion and tax fraud. How long do you think the major industrial powers are going to let their major businesses evade taxes by establishing an office in Bermuda with no useful purpose other than to evade taxes? Once they leave, the only ones left will be organized crime. In the meantime you will have destroyed the island with condominiums, and housing shortages for the local population, as they will be unable to compete with the rich offshore personnel. No wonder that your non-affluent service personnel are getting restless and express a surely and belligerent attitude. No wonder crime rate on the island is increasing.

The following comments are based on our last two visits to Bermuda (1999 and 2000), for 4 weeks altogether, staying at six hotels. they are divided into two sections: General Observations and Personal Experience 1. Our General Observations Food Prices The Island's food and restaurants' prices are over three times more costly than in the US. The explanation we got: Bermuda needs to import all its products. This argument does not fly: (a) The USA import fruits, vegetables and flowers from South America and from Europe still prices of the imported produce are competitive with the local USA prices. Why are they then so expensive in Bermuda? (b) Bermuda's climate allows growing fruits and vegetables almost all year long. Using modern agriculture methods, a population of 62,000 should be able to support itself, with no need for any agricultural import.

Hotels (a) Rooms cleaning was only superficially done: found dead cockroaches and beetles in corners, stained upholstery, and overall old furniture.

(b) Inadequate maintenance: missing bulbs, torn screens, run down appliances.

(c) Poor bathroom design: tiny vanity counters with no space for toiletries, to hang towels, laundry, etc.

Service Overall lack of appreciation and understanding of the needs of today's tourists. (a) Today's tourists are health conscience. They expect modern, clean gym facilities to continue their daily exercises while on vacation.

These facilities exist in all USA Hotel chains, and are offered to guests, free of charge.

(b) Tourist are also looking for safe, scenic, easily accessed, paths to hike, walk (see also Transportation Situation below).

h (c) Today's tourists are also diet consciences. They expect hotels and restaurant to supply healthy, nutritional meals, with a variety of fresh and cocked fruits and vegetables. Vegetables should be baked or steamed, rather then fried or covered with heavy gravies. Healthy desserts should also be offered rather than ample sweet pastries.

(d) Service people attitude. Tourists want to have a good time, and are prepared to pay their hard earned $$ for good services. What we encountered was hotels and shop personnel who forgot how to look into their guest's eyes, not to mention sincere smiles and friendly greetings. In some of the places we stayed we felt unwelcomed, and unappreciated. Attitude was uncaring, bordering in rudeness.

Transportation (a) Railway Trail neglected, broken, unsafe.

(b) Roads narrow without sidewalks for walking.

(c) Roads congestion. Unsafe and an unpleasant for usage. Noise and gas emission laws either don't exit or are not enforced.

(d) The question of why not renew the central (excellent location!) of the Railway come often to mind.

All this amount to a situation in which the beautiful island of Bermuda is now being wasted away, with no-one being able to fully enjoy that beauty.

It would be interesting to note here that our taxi driver, who talked to us about the decline in Bermuda's tourism, commented that he does not understand the situation, as "we are spending so much money in advertisements''. Our response was that the money should be spent on investment in Bermuda, to improve the roads, side walks, hotel, decrease crime rate, etc. To invest in advertisement without addressing the roots of the problem is a mis-direction of funds, and a waste of money.

II Our Personal Experience In addition to the above observations, we were personally hurt and insulted by two incidents that we encountered during our September 2000 visit to Bermuda.

1. Gym/fitness room at the Surf Side Beach Club. As two exercise buffs we inquired on the availability of a fitness/gym room at Surf Side Beach Club.

Based on their office promise that a new fitness room is being built, and later their statement that it is already in operation, we decided to re-visit Surf Side Beach Club this year. Once checked in we discovered to our dismay that (a) the fitness room has been moved to another location (Harmony Club), and (b) the fitness room at Harmony Club amounted to a collection of old and broken down pieces of equipment. It looked more like an old dirty warehouse then anything else. We stared at the collection of broken machines with astonishment and dismay, and left. To call it a `fitness room' was an insult.

2. At Aunt Nea's Inn, our last hotel/Inn, we were charged for an extra two days. The reason: the fine print on the document that we were asked to sign at check-in time included a statement that money is charged in advance and is not refunded. We were never told about this strange and out-of-the-ordinary policy, until after we asked to check out early, due to a hurricane warning.

Additionally, as a response to this incident, we wrote a letter to Mr.

Robinson, the owner, who was vacationing while we stayed at Aunt Nea's Inn.

Over a month has passed since. We did not receive yet any response from Mr.

Robinson what-so-ever. At the visitor center in St. George's Mr. Robinson was described to us as "an honourable man''.

One can not escape the feelings that tourists to Bermuda are being taken for granted, as well as for a ride. We do not appreciate that. People are willing to pay when the cost is worth the merchandise they buy. What are you doing to improve and correct the problems that we described, short of spending money on advertisement? Surely, you must be aware of these. Surely, we are not the first to inform you of what it is like to be a tourist in Bermuda. Surely, you are aware of the overall decline in visitors to your island. Now that the off-shore trusts practices (see Business Week, 10-30-2000) are curtailed by the US and Europe, maybe you should give a closer look at the Bermuda most natural resource: tourism. Long-term investment in the island's infrastructure together with goodwill and attitude change would yield Bermuda great dividends! CLARENCE A. LEWIS Manchester, New Hampshire