Service Recovery Email
Dear Rebekah,
Thank you for your email. On behalf of Marina Bay Sands, I would like to extend my sincerest apologies for the negative experience you had with us during your stay from the 27th of December to the 29th December. I understand that the situations you faced during your stay with us have caused frustration. I am very sorry to learn that your experience with us was less than adequate.
At Marina Bay Sands, we pledge to give our 100 percent every day to meet our customers' needs. I understand that our employees have had made mistakes and your concerns were not handled adequately. We are very sorry for our employee's mistake and we are revising our service procedures to ensure that this situation does not repeat itself.
After reviewing the issue with your reservation and we understand that the reservation was made directly through Agoda. In this case, we are not able to provide you with a refund for your breakfast portion. However, we encourage you to keep in touch with Agoda regarding this issue for your possible refunding procedures.
We would also like to apologise for the problems you faced with our keycards. Our hotel was experiencing technical difficulties with the keycards during your period of stay and we would like to seek for your understanding regarding the problems caused. We have since fixed the system and we have ensured that such cases will not happen again.
We regret that your stay with us was not up to standards. On behalf of Marina Bay Sands, I would like to extend an invitation for you and your family on your next travel to Singapore. Please do feel free to refer to Reference No. #Bookings-12345 and we would gladly extend a special discounted rate for a complimentary breakfast to order.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.
Should you need help in the future, please do not hesitate to contact me directly, as I will be very happy to assist you personally with anything you need.
Yours Sincerely,
Miss Shermaine Yeo
Guest Relation Officer
Thank you for your email. On behalf of Marina Bay Sands, I would like to extend my sincerest apologies for the negative experience you had with us during your stay from the 27th of December to the 29th December. I understand that the situations you faced during your stay with us have caused frustration. I am very sorry to learn that your experience with us was less than adequate.
At Marina Bay Sands, we pledge to give our 100 percent every day to meet our customers' needs. I understand that our employees have had made mistakes and your concerns were not handled adequately. We are very sorry for our employee's mistake and we are revising our service procedures to ensure that this situation does not repeat itself.
After reviewing the issue with your reservation and we understand that the reservation was made directly through Agoda. In this case, we are not able to provide you with a refund for your breakfast portion. However, we encourage you to keep in touch with Agoda regarding this issue for your possible refunding procedures.
We would also like to apologise for the problems you faced with our keycards. Our hotel was experiencing technical difficulties with the keycards during your period of stay and we would like to seek for your understanding regarding the problems caused. We have since fixed the system and we have ensured that such cases will not happen again.
We regret that your stay with us was not up to standards. On behalf of Marina Bay Sands, I would like to extend an invitation for you and your family on your next travel to Singapore. Please do feel free to refer to Reference No. #Bookings-12345 and we would gladly extend a special discounted rate for a complimentary breakfast to order.
I would like to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.
Should you need help in the future, please do not hesitate to contact me directly, as I will be very happy to assist you personally with anything you need.
Yours Sincerely,
Miss Shermaine Yeo
Guest Relation Officer
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