CPD Formal Email Service Recovery Letter
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,
Tan Wei Keong
Front Office Manager
+65 9123 8349
Marina Bay Sands Pte Ltd
Hello Wei Keong,
ReplyDeleteThis is a great service recovery letter as you incorporate this few factors that I feel is important in the letter. Some of the factors are being empathy, apologising as well as offering a compensation for the guest.
In addition, you too included a simple yet detailed explanation towards what went wrong during the guest's stay. Another point I want to point out is that it is great to thank the guest for sending us complaints as it shows that their feedback is actually important to you.
Overall, good job!
By Sze Min
Hi Wei Keong,
ReplyDeleteFor some strange reason the formatting for your letter looks very strange on my computer but other than that, I feel that this letter that you have written is really well done. It is sincere and it also address the various issues faced by the guest. It was easy to understand and overall you did a great job.
By
Zhong Jun