Letter of Service Recovery

Dear Mr Bennert,

Thank you for taking the time to share your valued feedback with us. I am disappointed to read about the inconveniences that you encountered during your stay with us. Please allow me to assure you that your feedback is important to us.

I am sorry to hear about your reservation record that was without breakfast during check-in. The manager has kindly agreed to do the respective refund for your breakfast.  

Regarding the rooftop pool experience, I am very sorry to hear that the key for the roof top pool was malfunctioned, causing great inconvenience for you. It can be better managed, and we have put in place a more robust plan for managing similar situations for these facilities, while placing the highest emphasis on the needs and well-being of our guests.

Please accept my sincere apologies for the disappointment and frustration you experienced, and I do hope that we can regain your confidence in our hotel in the near future.

Warm Regards,

Qian Hui

Guest Service Agent

Word count: 161



2 thoughts on “Letter of Service Recovery

  1. Dear Jo,

    This is a fairly concise and clear service recovery letter that displays humility and empathy. You have also addressed the issues faced specifically. You have also displayed great concern by assuring the guest that you have improved the processes involved at the rooftop pool.

    However, the refund offered could prove to be a double-edged sword. While the guest’s request for a refund would be fulfilled, it might affect the consumers’ behaviour in terms of requesting for refunds whenever they’re dissatisfied.

    Overall, there was sincerity displayed without being too overly apologetic but perhaps more can be done to try and persuade the guest to return

    Amirul & Eline Consultancy


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