Dear Mr Bennert,
Thank you for choosing to stay with us and for taking the time to write about your experience with us at (insert hotel name). We would like to offer our apologies on both the breakfast entitlement and the technical issues regarding the roof top pool access. At (insert hotel name), we pride ourselves on continuous improvement and your feedback will help us to design an impeccable stay for our valued guests.
We share your disappointment that it must have been frustrating to face issues with breakfast especially when you had been travelling with family and children. Upon investigation with the Front Desk Agent, Alex, who assisted you, it had been indicated that your booking confirmation included no breakfast. However, we should have taken the initiative to clarify with Agoda on your booking entitlements in that moment. Please be assured that in the future this will not happen again.
With regards to the key card fault, we regret that it tainted your experience in enjoying our Infinity Pool. We are currently installing a new key card system by 1 March 2017 to eliminate the shortcomings in our hardware. In the unlikelihood where this issue arises again, please do not hesitate to contact any of our Guest Service Agents through the phone terminals on every level of our lift lobbies. We will send you a new key immediately.
We are constantly improving our guest experience. As a form of sincerity, we would like to extend one complimentary breakfast for your family of five on your next visit. Please leave us with your e-mail address such that we may be in touch with you soonest.
We sincerely look forward to welcoming you and your family back with us again on your next visit to Singapore.
Warmest wishes,
Claudia Ng
Guest Relations Officer
(insert hotel name)
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Dear Edna and Claudia,
ReplyDeleteThank you for your post.
Our feedback on your email are as follows:
1. Paragraph I
Good opening liner, thanking the guest for the email, acknowledging the problems highlighted and extending apologies.
2. Paragraph II
Good on acknowledging the emotions, but "frustration" seems to be an overly strong word, there is an emphasis and a reminder of a poor experience which should be avoided. Positive emotions or words should be accentuated instead. E.g. "... not our usual standards..."
"Upon investigation with the Front Desk Agent, Alex, who assisted you"
Identifying an individual is usually not recommended as it seems to be spotlighting them. But we understand the organisational culture might differ in different hotels.
"Please be assured that in the future this will not happen again"
While there is an effort to assure the guest, there is an over-promise being extended here, setting the stage for even higher disappointments should it occur again. Would recommend hedging e.g. "Please be assured that we are in the process of implementing necessary measures to prevent such occurrences from happening again"
3. Paragraph III
- "With regards" should be "With regard"
- "Tainted" should not remind guest or over emphasis an inexistent feeling, guest might not have felt it was tainted until you suggested it.
- The promised service recovery might not be feasible due to the high traffic and inability to identify guest when they are in their swimsuits. They do not bring their passports to the swimming pool and there is no technology or infrastructure to identify the guests. However, in the same vein, could offer a hedging alternative.
"Please be assured that we are in the process of implementing necessary equipment to prevent such occurrences from happening again"
4. Paragraph IV
"to extend one complimentary breakfast for your family of five on your next visit. "
- Committing a specific service recovery sets you up to recommit when another guest experiences the same challenges.
"Please leave us with your e-mail address such that we may be in touch with you soonest."
Only relevant if guest did not send an email, but left a comment or a review. It'll be recommended to keep their personal email addresses confidential e.g. "Please send us a private message / direct email with your preferred contact details so that we may follow up at your earliest convenience"
5. Ending was good and personalised :)
Thank you
Best regards,
Hazel and Skye