Service Recovery Email

Dear Mrs Traumann,

Thank you for writing in to share with us about your recent experience at our Hotel. We are heartened to know that you believe so much in our hotel and had such high expectations of us. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.

On behalf of MSS Hotel, please allow me to extend my sincerest apologies for the negative experience that you had at our hotel.

I understand your frustration at the inconsistent reservation, and your even greater frustration at our service staff for not attending to your concerns. I understand how important the reservation process is to your stay with us, and I would feel frustrated and disappointed with the uncompassionate service too if I were in your situation. I also deeply regret and apologise for the inconvenience caused as a result of the malfunctioning pool key.

At MSS Hotel, we pride ourselves in delivering excellent service and facilities to ensure our guests’ satisfaction is maximised during their stay with us. I know that we have disappointed you, and for that we are very sorry. To demonstrate our sincerity, we would gladly refund your breakfast charges and also offer you a complimentary night during your next stay with us.

In addition, we will communicate this issue with Agoda and inform them of the incident. We also promise to be more diligent and thorough in maintaining our facilities, while training our staffs appropriately to handle all guests’ issues. Your concern was not handled properly, and we are going to take measures to ensure that this situation does not repeat itself.

Should you require further assistance, please do not hesitate to contact me directly, as I will be very happy to assist you personally with anything you need.

Yours Sincerely,

Hannah Delvine

General Manager, MSS Hotel