Service Recovery Letter - Apologize

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Dear Mrs. Traumann,

Please allow me an opportunity to introduce myself. My name is _____ and I am the Rooms Executive at MSS Hotel. My Guest Services team has advised me of the service you received during your stay with us.

First and foremost, thank you for your valuable feedback. I would like to offer my sincerest apology for the service that you had encountered. We are disheartened to learn that our service standards had failed to meet your expectations. We understand how frustrating it must have been for you when our staff  failed to assist your needs by directing you to contact Agoda instead. It is never our intention to trouble our guests and we truly apologize for the inconvenience you experienced in our hotel.

At MSS Hotel, we believe that providing exceptional service is our top priority and I have highlighted your feedback with the relevant department heads for their attention and review. I hope that this negative experience will not deter you from visiting us again. I look forward to the opportunity to welcome you back to MSS in the future for a better stay.

Once again, we apologize for all the distress caused and thank you for your feedback.

Best regards,
Xxxx
Rooms Executive

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