Service Recovery Letter

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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


Comments

  1. LauraMarch 16, 2019 at 7:47 AM

    Hi Cheryl and Zakiyah,

    We recognise your effort in crafting a service recovery email according to the REACT technique.

    Below are some of the feedback we have on your email.

    Strengths:
    - Straightforward and concise
    - Touched on the various parts of the REACT technique

    Weakness:
    - Could display more empathy “We understand the situation you are in can be rather frustrating.”
    - Could include compensation elements

    In general, it was a commendable effort although more content can be included.


    Regards,
    Laura and Kelly

    ReplyDelete
  2. Brad BlackstoneMarch 17, 2019 at 8:14 PM

    Thank you, Cheryl and Zakiya, for writing this letter, and for taking on board your peers' feedback.

    ReplyDelete

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