Dear Mr. Bennert,
Thank you for your feedback. I am sorry to know that you have been caught in such a situation. I believe that this is a not a usual scenario in *insert resort name*. Your concern regarding the facility has been forwarded to the relevant departments and they are currently working on the issue. We pride ourselves in responding to customers'concerns very quickly, so what you have experienced is inexcusable.
On behalf of my front office team, I sincerely apologise for your unpleasant experience. I have informed my Director of Rooms about this incident and we will be sure to look into this matter. Meanwhile, we would like to offer you free breakfast for you and your family on your next stay with *insert resort name*. With this, I would like to trouble you to provide me with the name of check-in staff so we could take the necessary actions.
We will make every effort to see that this never happens again. We appreciate your business and definitely hope to serve you again in *insert resort name*.
Thank You.
Yours sincerely,
Sze Min Ng
*insert resort name*
Guest Service Agent- Front Office
(178 words)
This comment has been removed by the author.
ReplyDeleteDear Sze Min,
ReplyDeleteYour reply is well crafted with the apology, thanking them for a feedback and proper resolution. To offer a free breakfast for their future stay would allow another opportunity for the hotel to do a recovery service during the guest's future stay.
Giving them the confidence that their issue has been forwarded to the relevant departments highlights the hotels prompt and efficient response to the matter. It placates the guest and let them know their feedback is highly valued.
This is a good respond, thank you!
Best,
Yanxuan
Dear Yan Xuan,
DeleteThank you for the compliments!
Best,
Sze Min
This comment has been removed by the author.
ReplyDeleteSORRY SZE MIN! I keep editing my comments!!!!
DeleteHi Sze Min,
ReplyDeleteThe layout and flow of your letter is very good - it starts of with a sincere apology and assuring the guest that his feedback is valued and relayed to the relevant departments. It is also a good measure to get the staff's name so that you can investigate into the matter.
The letter is courteous, as the tone used shows respect to the guest. Based on RATER of customer service, you managed to show responsibility, assurance and tangibility.
However, I feel that this letter is not complete and lacks empathy, as there is no standpoint written in the perspective of the guest.
"I believe that this is a not a usual scenario in hotel ABC." - this is a standpoint from the hotel, which lacks empathy. "We truly understand your concerns", or "This situation could have been avoided if we did ---- instead" etc... could have been better? haha
Also, what about the issue on the Agoda, and breakfast portion refund? The Agoda issue may not exactly be the problem of your hotel, but this needs to be explained properly to them. There goes the 'reliability' part of RATER. Perhaps, you could have offered to help the guest check with Agoda on his behalf.
"we would like to offer you free breakfast for you and your family on your next stay with Marina Bay Sands" - Understand that hotels have policies that don't support refund, thus this can be a good substitute! However, a reply regarding the refund should be given. For example, "Due to our hotel's policies, we are unable to give you a refund. However, we would like to offer you a free ......."
In summary, the reassurance throughout the whole letter really portrays a sincere apology. Good job! :)
Cheers,
Denise
Dear Denise,
DeleteThank you for the detailed analysis and compliments! Your suggestions make a point and I will take note of the RATER when crafting such emails next time!
Cheers,
Sze Min
very good communication / interaction, ladies!
ReplyDeleteDear Brad,
DeleteThank you!
Cheers,
Sze Min