We are sincerely apologetic regarding the inconvenience caused towards you and your family during your stay here with us. It was saddening to hear about the miscommunication on both parties which caused the trouble you encountered.
Do allow us to look into the matter with Agoda Corporation in regards to your reservation details. We will provide a detailed response back to you within three working days. Should there be a discrepancy in the breakfast payment, a full refund will be provided back to you immediately.
We are sorry to hear about the experience you had with our front office staff. As an organization who honours the experience of our guests above all, it is deeply concerning to hear the negative experience you had with our staff in the front office line. It would help if you could provide us with some information regarding the staff who served you, we will personally look into the matter and resolve it appropriately.
Regarding the issue on our access key card, please be ensured that this is uncommon and we will surely investigate the cause of the failure. We assure you that this will not happen again.
Please accept our sincerest apology for the trouble or inconvenience we have caused you. As a form of apology of our failure in achieving the best experience for you and your family during your stay here, we would like to provide a complimentary dinner for your family of five in our award winning Rise restaurant, located in Tower 1 of the building. The complimentary voucher is attached as such.
Again, we highly appreciate your feedback as it will assist us in becoming better. As a business like ours, you are our greatest asset. We value your feedback and we hope to serve you again.
Thank you.
Sheena Kevin
Guest Services Manager
Marina Bay Sands Corporation
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