Letter of Service Recovery

Dear Mr. Bennert,

Thank you for choosing to stay with us. On behalf of Wheewhoo hotel, we apologized for any inconvenience caused. We are sorry to learn that your experience with our hotel was less adequate to your expectation.

We understand your frustration and appreciate your honest opinion on the services that was provided by the front office team. Instead of referring you to Agoda, the front office associates should have directly contacted Agoda to reconfirm your reservation package to avoid the unnecessary hassle. The associates would also like to extend their sincere apologies on this matter. With regards to the incident you encountered at our rooftop pool, we apologize for the malfunction room key. We have also looked into the facilities and will be implementing a new key booth system at the rooftop pool in March for the convenience of our guests. As such, this would better facilitate the process, creating a memorable experience for all guests at our extravagant rooftop pool.

As part of our service recovery, we would like to offer you a complimentary room upgrade with breakfast and free access to our rooftop pool on your next visit to our hotel. In addition, we also like to offer free dining package for your children in one of the restaurants in our hotel. Should you have any queries, please do not hesitate to reach us via phone or email. We will be glad to assist you.

Thank you once again for your valuable feedback, Mr Bennert. We hope to have the opportunity to welcome you and your family back again in near future. 

Yours Sincerely,

Ador Ren (Ms)

Quality & Continuous Improvement Manager

(263 words)


2 thoughts on “Letter of Service Recovery

  1. Dear Adora and Darren,

    Good job on your service recovery letter!
    It was well written in a formal and professional tone. You have managed to deliver your message to the guest on the lapse in service at Wheewhoo hotel. Furthermore, the letter has also shown the actions taken on the situation.

    Well done and enjoy your recess week!

    Simin and Kieman

    Liked by 1 person

  2. Dear Simin & Kieman,

    We appreciate your time taken to read this post.
    Thank you for your valuable feedback and comments, nonetheless!

    Let’s strive to deliver service excellence in the hospitality industry.
    Have an enjoyable term break this week!

    Adora & Darren


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