Dear Mrs Goldstein,
I would like to thank you for taking your time in sending this valuable feedback to us. I am deeply apologetic for the series of events you experienced during your stay and would like to follow up with them as mentioned in your email.
At Marina Bay Sands, we strive to train each of our representatives on how to properly handle our customers’ issues, including the reservations issue encountered in your case that they were unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself. We have contacted Agoda with your booking reference while seeking to overcome the discrepancies in booking details. This is a common problem when making reservations with third party vendors and we do our best to minimise errors as much as possible. We would like to offer you a refund for the breakfast consumed by your family, which was paid for externally.
Additionally, I would also like to thank you for bringing up the issue of the key card access malfunction to our attention. Our technology is still amidst upgrading and we are looking to make drastic improvements to the system in the near future to prevent inconveniences for our valuable guests.
Once again, we would like to extend our sincerest apologies for the experience which you and your family have been through and would like to thank you for your feedback as it is an invaluable part of improving our service delivery. We hope to provide you with an opportunity for a better experience on your next stay at Marina Bay Sands with a 20% discount on your next booking with us directly through our hotel website.
Yours Sincerely
Tan Yong Wei
Guest Service Agent
Marina Bay Sands
theyongwei.wordpress.com 
Dear Yong Wei,
I am very impressed with your service recovery delivered in this email and would mostly like use this exercise as a reference for my future endeavors in the service industry. Thank you for the guidance and have a great day ahead.
Many Thanks,
Wey Hau
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Thanks, Chris, for this fine mock letter. We’ll discuss it in class.
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Dear Yong Wei,
I share the same sentiments as Wey Hau. You showed great empathy and sincerity towards the guest.
Just one suggestion: It may be easier for the guest to refer to the restitution part of this letter if it were to be all grouped together. For instance, “We would like to offer you a refund for the breakfast consumed by your family, which was paid for externally.” can be placed together at the end of the letter. This may be easier for the guest to refer to in the future, if needed.
Warmest Regards,
Koh Min and Venus
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