Service Recovery Email

Dear Mrs Goldstein,

We are sorry that our service was not up to your expectations.

Similarly, if I were travelling with small children, I would expect the service to be seamless.

Please accept our sincere apologies for the lack of service and the faulty key card.

Our Front Office manager have investigated the situation with the front desk agent involved and there seemed to be a miscommunication between our systems and Agoda’s. We would like to assure you we have communicated the error to Agoda and briefed our front desk staff on this issue. Remedial training was given and our standard of operations (SOP) were reinforced to provide our guests a great experience. They were also reminded on the need to maintain our usual high standards.

Regarding the rooftop pool entrance, we apologize for the malfunction of the key card. We have taken action and reminded the front desk staff to check all key cards before issuance to our guests.

Your feedback is extremely valuable to us. May we take this opportunity to make it up to you by inviting you to book a complimentary night with us. Breakfast the next morning will be on us too. We strive to maintain our high standard of quality and service and we hope that the recent experience will not deter you from staying with us again.

You may contact me whenever you are planning a trip to Singapore so we can make the necessary arrangements to make your trip memorable.

Yours sincerely

Ong Jin (Marketing and communications manager, Marina Bay Sands Singapore)