Response email from Sentosa

Dear Mr Chong

Thank you for allowing us time to look into your feedback.

We sincerely apologise for the disappointing experience and inconvenience caused.

On the day of your visit, there was a technical problem at the Sky Tower, and for safety reasons, we had to shut down the attraction to investigate the fault. It is our normal procedure that should any component of a package be unavailable, it will be substituted with a 'Noodle of the Day' at our Tastes of Singapore restaurant. Alternatively, we would advise guests to return the next day to enjoy the attraction.

We acknowledge that the various teams of staff that you encountered, from the Sky Tower information counter to the Visitor Arrival Centre, did not make the effort to satisfactorily resolve your problem. Our staff should have been more responsive, flexible, and sensing the situation, promptly settle the issue without causing you further distress and inconvenience. All the staff concerned have since been counselled on the lapse in service on their part. The valuable lesson learnt from this incident has been shared with the other frontline staff.

As our supervisor has mentioned to you, we do have a refund policy in place whereby staff are empowered to pay out from their own expenses first and we reimburse them later. This service recovery initiative was introduced a few years ago to give our staff the authority to resolve issues on the spot. This process is exactly what you used to do when you were in Pizza Hut in Brisbane. Staff just need to fill in a form, write a brief report of the incident, support with the necessary receipts (if available) and the amount will be reimbursed.

This incident shows that despite having in place guest-centric practices and on-going training efforts, there is still much room for improvement. We will continue to stress to our staff, the importance of professional guest services and reinforce the proper handling of such situations.

Once again, we are sorry that this incident has marred your trip here with your friend. Although our supervisor, Noor Aini finally managed to resolve the matter, as a gesture of our sincerity, we would like to invite you back to Sentosa to enjoy the Sky Tower ride. We will mail the complimentary tickets to the address below:

XX Jalan XXX
#XX-XX
Singapore XXXXXX (edited for obvious reasons)

Mr Chong, we appreciate your taking the time to highlight this incident to our attention. It is through such invaluable feedback that we are able to learn and improve. We hope you will give us this opportunity to make amends.

With best regards

xxxxxxxxxxx
Executive
Service Quality & Development
Sentosa Leisure Group
_____________________________________________

I'm happy now.... :)