Formal Letter for service recovery

12th Feb 2018

Dear Miss Goldstein,

Thank you for choosing to book your stay with us.
Our sincerest apologies for the inconveniences that you have faced during your stay.
I understand that you were not able to get the breakfast that you have booked, and were made to go round in search of solutions to your situation.

We have contacted Agoda to clarify the details of your reservation and we understand that there has been a lapse in confirmation bookings.
We are working with Agoda to ensure that such incidents will not occur again.
At Marina Bay Sands, we strive to ensure that each guest receives the best possible stay experience.
We were unable to provide that for you during your stay, and we take full responsibility for the miscommunication that has occured.
The staff that was unable to assist you will be given additional training and monitored for their improvement.

We are also sorry that you were unable to access the infinity pool in a convenient manner, and we have since undertaken additional upgrading works to ensure similar problems do not arise again.
All of the key cards have been checked for accessibility and all faulty cards have been replaced.
Thank you for highlighting the inconveniences that you have faced during your stay.
We hope that you can forgive this oversight on our part and we would like to offer you a complimentary room upgrade for your next stay with us should you decide to give us another chance.

Yours Sincerely,
Heng Jia Xuan
Front Office Manager
+65 92327726

Marina Bay Sands Pte Ltd

Comments

  1. UnknownFebruary 17, 2018 at 8:24 PM

    Good attempt at this email. Issues were addressed and solutions were provided as well. In addition, clarification was given to the guest which is good. I'm thinking i it might be Mrs or Ms Goldstein. TEEHEE

    ReplyDelete
  2. Darryl Tan Wei SiangFebruary 18, 2018 at 10:44 PM

    Convincing and sincere apology letter, problems were answered with feasible solution. Perhaps there were too many paragraphs.

    ReplyDelete
  3. UnknownFebruary 18, 2018 at 11:00 PM

    Overall a good attempt. Highlighted problems were addressed and solutions provided. Also offered to provide complimentary room upgrade for guest on her next stay.

    ReplyDelete

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