Service Recovery Letter
Dear Mrs. Rebekah Trauman,
Thank you for you feedback regarding your stay in our hotel. I sincerely apologize for the inconvenience that you experienced while staying with us.
We always strive to provide the best service to our guests and we regret that you had a less than satisfactory experience. We have reached out to the relevant departments involved and we will take the necessary actions to ensure this does not happen again. With regards to the breakfast issue, we are sorry for the miscommunication and we will refund you the amount within 30 days.
I want to thank you again for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process.
Should you need any help in the future, please do not hesitate to contact us again, as i will be very happy to assist you with anything that you need.
Sincerely,
MSS Hotel
Thank you for you feedback regarding your stay in our hotel. I sincerely apologize for the inconvenience that you experienced while staying with us.
We always strive to provide the best service to our guests and we regret that you had a less than satisfactory experience. We have reached out to the relevant departments involved and we will take the necessary actions to ensure this does not happen again. With regards to the breakfast issue, we are sorry for the miscommunication and we will refund you the amount within 30 days.
I want to thank you again for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process.
Should you need any help in the future, please do not hesitate to contact us again, as i will be very happy to assist you with anything that you need.
Sincerely,
MSS Hotel
Dear Zakiyah, I feel that your service recovery email seems sincere and I like how you mentioned that you wanted to thank the guest for bringing the issue to your attention. However, I feel that you could have phrased this sentence, "With regards to the breakfast issue, we are sorry for the miscommunication and we will refund you the amount within 30 days" differently. For example, "we regret that we were not able to meet your expectations for the breakfast and would like to offer a full refund which will be issued within the next 30 days....", sounds more sincere.
ReplyDeleteAdditionally, I noticed that in certain sentences you used "we", "our" and "i" inconsistently. You might want to look up on that. Otherwise, it was a great service recovery email!
Dear Zakiyah,
ReplyDeleteThanks for your effort with this letter. Swathi has given you useful feedback. I agree that you could show more sincerity here.
I would also suggest that you end the letter with a name (even if that is a pseudonym), which would make it more personalized.
Cheers,
Brad