Example of Excellent Customer Service
Posted: Mon Aug 16, 2004 2:32 pm
In response to my earlier post under "Care with Bills", I received this message from the managment at Coco Reef. This is a sure sign of the type of service you should expect. Well Done!!!
Dennis J.
____________________________________________
RE: August 5 - 12, 2004 stay
Thank you for your comments regarding the unfortunate situation which occurred upon your day of departure from our hotel on the 12th of August. I regret such an incident and would like to apologize on behalf of the staff and management of the hotel for your inconvenience. It has been addressed with our Food and Beverage Manager and Duty Managers.
Our policy with regards to meal plans on the day of departure is that a guest on the breakfast plan is still entitled to breakfast on the day of departure. The fact that you had checked out of your room and departed the hotel, only to return shortly thereafter due to a delayed flight should not have any affect on that policy. You should have received an inclusive breakfast as was the expectation from the meal plan you were on as a guest of our hotel.
We have refunded your credit card for the amount paid for the breakfast on your day of departure. I would like to send you a copy of the credit card refund receipt and would request your mailing address to do so.
Again, I would like to thank your for your feedback on your stay and this issue in particular. We value all feedback from our guests and use it to improve on the service we provide.
Regards,
Rachel McSween
Resident Manager
Coco Reef Resort & Spa
Dennis J.
____________________________________________
RE: August 5 - 12, 2004 stay
Thank you for your comments regarding the unfortunate situation which occurred upon your day of departure from our hotel on the 12th of August. I regret such an incident and would like to apologize on behalf of the staff and management of the hotel for your inconvenience. It has been addressed with our Food and Beverage Manager and Duty Managers.
Our policy with regards to meal plans on the day of departure is that a guest on the breakfast plan is still entitled to breakfast on the day of departure. The fact that you had checked out of your room and departed the hotel, only to return shortly thereafter due to a delayed flight should not have any affect on that policy. You should have received an inclusive breakfast as was the expectation from the meal plan you were on as a guest of our hotel.
We have refunded your credit card for the amount paid for the breakfast on your day of departure. I would like to send you a copy of the credit card refund receipt and would request your mailing address to do so.
Again, I would like to thank your for your feedback on your stay and this issue in particular. We value all feedback from our guests and use it to improve on the service we provide.
Regards,
Rachel McSween
Resident Manager
Coco Reef Resort & Spa