Apology Letter (Ready for comments)

Dear Mrs Goldstein,

Thank you for contacting us about your stay on 27th December. We are truly sorry that we did not meet up to your expectations. We understand your disappointment and we apologize for the inconvenience caused. At Marina Bay Sands, we take pride in our service standards in ensuring that the needs of our guests are being met.

With regards to the miscommunication between Agoda and our hotel, rest assured that we will be taking necessary precautions to ensure that such incident will not repeat itself. We also understand that you encountered issues with the facilities, specifically the access key to the roof top pool. We will be conducting a check to replace all faulty key cards.

We want to thank you for bringing this issue to our attention. We are always looking for ways to improve our service and also greatly value guest feedback. We understand that preparing for the holiday is a time-sensitive matter and to show our appreciation for your patience, we would like to present you a 10% hotel voucher which is available for redemption upon your next visit.

We thank you for your understanding and hope to see you on your next visit.

Sincerely,

Soh Hao Siong

Guest Service Agent

Marina Bay Sands

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