Service Recovery Email

Dear Mrs Goldstein,

Greetings from Marine Ray Lands! First of all, please allow me to express my deepest gratitude for choosing us as your preferred accommodation choice for your holiday. We are truly regretful to learn about the unpleasant experience that you and your family had encountered last December.

With regard to the miscommunication pertaining to breakfast booking, we have reviewed the matter with Arora and it was indeed made without the inclusion of breakfast. As your booking was made directly with Arora, we seek your kind understanding that we were unable to address your concerns immediately at the point of time. However, it is no excuse for the type of service that was rendered to you and your family when you most needed our assistance, for that we would like to extend our sincere apologies. Our Front Office and F&B managers have noted on this issue and are working together on plans to minimize inconvenience for our guests who may face such situations in our hotel.

As for the issue with the keycard to the swimming pool, we believe that your keycard could have been de-magnetised after being placed together with your mobile phone and credit cards. We understand that this has caused inconvenience to you and your family and we have reported this issue to our management to see if we may rectify.

At Marine Ray Lands, we strive to provide our guests with the best service possible and leave our guests with a memorable experience at the end of their stay. We sincerely regret that on this occasion, we did not anticipate your needs well, and had left you feeling frustrated during your short stay with us. However, we do assure you that this is a one-off incident.

Your feedback is of high importance to us, hence we thank you for highlighting these issues to us so that we can work on them and ensure that issues like these do not repeat.

To extend our sincerest apology to you, a voucher for complimentary breakfast for 2 adults for your next stay with us has been attached to this email. In addition, our finance team has also contacted Arora to process your refund for the breakfast that you have previously paid for. Do allow 3 working weeks before the refund may reflect on your bank statement.

Should you have any further enquiries, do let me know by replying to this email or you may also contact me at my direct line, +65 61231234. Do let us know when you are planning to visit Singapore again and our Service Manager would love to personally attend to you on your next stay with us.

Have a pleasant year ahead!

Warmest Regards,

Evonne

Guest Service Agent

Marine Ray Lands Singapore