Service Recovery Letter

Dear Ms. Goldstein,

Thank you very much for taking the time to write in to us. We value every feedback from our guests as we strive to improve the experience that we provide with every stay.

We would like to express our sincere apologies for the unpleasant experience that you have encountered over your stay with us. Please rest assure that this is not our usual standards and our Front Office Manager has since been informed about this. The Front Office Department had also been briefed and retrained so that such incidents would not occur again.

Additionally, we have also notified our partners at Agoda about the issue you had encountered with the complementary breakfasts. Therefore, a representative from their company would be contacting you over the next few days to assist you on this matter.

Once again, on behalf of the hotel, we sincerely apologize for the inconvenience and dissatisfaction caused and please rest assure that we will see through the entire process to ensure that this issue is resolved completely.

Please do not hesitate to contact us if you require any further assistance and we look forward to your continuous support. Thank you.

Yours Sincerely,

Marcus Tan
Quality Service Manager
Marina Bay Sands

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