Formal Email: Service Recovery Letter


Dear Ms Rebekah Goldstein, 

On behalf of Marina Bay Sands, I would like to extend my sincerest apologies for the regrettable experience that you had during your stay with us. 

I understand that our check in staff were unhelpful and did not show initiative in assisting you during your time of need. With regards to your concerns, I can imagine that our lacking service has deeply affected your time here. While we always strive to provide the best service to our guests, on this occasion we did not exceed your basic expectations. 

Unfortunately, it is not within our means to reach out to Agoda with regards to your booking. Therefore a refund can only be made after they revert back to us, confirming that it was indeed a miscommunication on our part. As such, we would appreciate your cooperation and patience while this concern is still being reviewed. 

I hope you can forgive this inconvenience and not let this stop you from staying with us in the future. I would be more than happy to offer you a free room upgrade along with a complimentary meal on your next stay. Rest assured, we would look into proper training for our staff and maintenance of our facilities to ensure that this situation would not happen again. 

With regards, 
Koh Min

Comments

  1. Brad Blackstone19 February 2018 at 22:12

    Thank you, Koh Min, for working on this very fine mock letter. In it you cover all the 7Cs, and your response shows great tact.

    ReplyDelete
  2. Unknown27 February 2018 at 23:21

    Hi Koh Min,

    It was a well-written service recovery letter. You could have added one more point to thank the guest personally before you ended the letter. For example, "I want extend my thanks to you for providing your feedback to us as it would help us improve our services to you".

    With Love,
    Jin and Yun Yue

    ReplyDelete
    Replies
    1. Brad Blackstone28 February 2018 at 19:48

      Thanks for the feedback. You mention adding the personal touch, which is a good point :)

      Delete

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