Dear Mrs. Goldstein,
Thank you very much for choosing to stay at Marina Bay Sands, Singapore.
It has been brought to my attention that your recent visit with us was not up to par. As you may know providing the highest level of hospitality is our number one priority and hearing we have fallen below that standard is something we like to address immediately. On behalf of Marina Bay Sands, I would like to sincerely apologize for the less than satisfactory experience you have had with regards with your Agoda booking under the confirmation number #99887766341 and the faulty key card.
A thorough investigation have been done and indeed there was a technical glitch between Agoda and our system. We managed to retrieve your booking with breakfast inclusive and we have processed the refund amounting to 170 SGD back to your credit card. As for the card issue, it was a mistake on our end that the card was not auto activated for pool access during the check-in process. As a result of this issue, we will take various measures with the IT team to prevent this from happening in the future. For that, we sincerely apologise for the frustration and inconvenience that you have to go through.
As a part of our apology, I would like to extend an invitation to you and your family to stay with us the next time your travel to Singapore. Please do not hesitate to contact me directly and I will personally ensure that your stay is up to our hotel expectations and I will extend a special discounted rate with complimentary breakfast to order.
Mrs. Goldstein, we hope that you will afford us the opportunity to regain your trust in your future stay with us. Please do not hesitate to contact me directly should I be of any assistance to you.
Yours Sincerely,
Nattasa Hosni
Guest Service Agent (Front Office)
Marina Bay Sands
DID: (+65) 6789 4589
Commented on:
Vanessa Wong
Insyirah Razin
Nattasa 
good job on the response! structured well. would suggest to input a reference number for the CRM system to ensure that customer will be provided with what was promised. great work!
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Good narration of course of action, from the hotel’s side.
This reflected a form of care and concern from the respondent. Additionally, this would have conveyed to guest the measures the hotel went through to provide the refund (since it was necessary in this case).
Such service recovery would have made any guest understand the “difficult” situation better and become more appreciative of the hotel for solving the issue he/she had.
Overall well a good response!
Best,
Vanessa
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