Service Recovery Letter
Dear Mrs. Rebekah,
Thank you for your email in letting us know about your unpleasant experience in MSS Hotel.
I am Xenia Ho, the customer service manager of MSS Hotel. On behalf of MSS hotel, I sincerely apologise for the negligence in handling this situation and we appreciate you taking time to share your concerns with the hotel. We have clarified with Agoda regarding your complementary breakfast, and will rectify the miscommunication. MSS hotel will make the necessary refund to your account by the end of next week.
Your feedback regarding our employee will be taken into consideration and we will take actions to improve on our service quality. MSS hotel will also take measures to reduce the discrepancy between the hotel and Agoda to provide a seamless experience for all our guests. As a form of appreciation for your feedback, we would like to offer you a 20% discount code (MSS20) on your next booking with our hotel.
We hope that you will allow us to serve you better in the future, as we consider it a privilege to have you in our hotel.
Yours Sincerely,
Xenia Ho
Customer Service Manager of MSS Hotel
Thank you for your email in letting us know about your unpleasant experience in MSS Hotel.
I am Xenia Ho, the customer service manager of MSS Hotel. On behalf of MSS hotel, I sincerely apologise for the negligence in handling this situation and we appreciate you taking time to share your concerns with the hotel. We have clarified with Agoda regarding your complementary breakfast, and will rectify the miscommunication. MSS hotel will make the necessary refund to your account by the end of next week.
Your feedback regarding our employee will be taken into consideration and we will take actions to improve on our service quality. MSS hotel will also take measures to reduce the discrepancy between the hotel and Agoda to provide a seamless experience for all our guests. As a form of appreciation for your feedback, we would like to offer you a 20% discount code (MSS20) on your next booking with our hotel.
We hope that you will allow us to serve you better in the future, as we consider it a privilege to have you in our hotel.
Yours Sincerely,
Xenia Ho
Customer Service Manager of MSS Hotel
Dear Peiling and Xenia,
ReplyDeleteWe like that you have addressed the email according to the given structure of REACT.
On top of that, you have also provided the necessary steps that your company would take to solve the problem. This gives the guest an assurance to get their request conveyed.
However, we felt that the 20% discount code given as a service recovery is quite an huge amount, as guests might write in just to get additional discounts in the future. We believe that by reconsidering these promises, it might help you to avoid future necessary problems.
Regards,
Caroyln and Syairah
Thank you for the comment Carolyn and Syairah!
DeleteI think you brought up a relevant point for us to consider that 20% may be too much, and guest may make use of this service recovery. Maybe the discount can be given only when it can truly be evident that its the hotel's negligence.
Cheers,
Xenia
Pei Ling and Xenia,
ReplyDeleteThanks very much for posting this service recovery letter. Like your reviewers, I appreciate how you have included in it the elements of the REACT technique. You personalize your apology as you take ownership of the problem issues.
You have also received useful feeback from your peers.
Cheers,
Brad
Thank you for your comment, Brad.
DeleteWe believe that the fundamental value of the hotel industry is to provide the guest with excellent service. Therefore, taking ownership is inevitable as the hotel should ensure a pleasant stay for the guest.
Regards,
Xenia