Service Recovery Letter

Dear Mr Bennert,

Thank you for taking the time to write to us. The guest relations team at Strawberry Hotel Singapore has reviewed your request and we truly understand your concern. We sincerely apologise for the inconveniences you faced during your stay. Please understand that the booking with Agoda is not directly handled by Strawberry Hotel, thus our staff were unable to make amendments to your reservation. But we do apologise for the poor service you experienced with our check-in staff. As for the refund for breakfast, we will check with Agoda on your behalf and get back to you in 3 working days. If you did indeed make a reservation with breakfast, we will fully refund you the breakfast portion

We are also sorry about the incident with the faulty key. Here at Strawberry Hotel Singapore, we value our guests' needs and will gladly extend our services. Our housekeeping or front desk team are readily available to assist guests in delivering a replacement key to the room.

This is unacceptable for Strawberry Hotel's standards, and we will ensure that your valued feedback will be relayed to the other departments involved. Feel free to revert back to us if you have further enquiries.

Yours Sincerely,

Inqa Lim Yan Xuan

Guest Relations Manager

Strawberry Hotel Singapore

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