Dear Mr Bennert,
Thank you for your e-mail. We regret to learn about the inconveniences that you have encountered during your stay at (RESORTNAME).
In response to your concerns, we have done our checks with the respective departments and Agoda accordingly. With regard to the miscommunication pertaining to the inclusion of breakfast, Agoda has reflected that indeed, the booking was made without the inclusion of breakfast. This is consistent with the records in our system as mentioned by our colleagues at the front desk. Our colleague at the front desk has also learnt of your experience and would like to extend his sincere apologies.
With respect to the nature of your booking, as it was made directly with Agoda, our partnership with them would require the guest to personally contact the team at Agoda for clarifications prior to any discrepancies. We seek your kind understanding that we were unable to address your concerns immediately.
Thank you for your feedback on the malfunctioning access keycard to the rooftop pool. We apologise for the inconvenience caused as the standard hotel protocol requires that our guests be personally present to collect any keys for safety and security purposes. We have since looked into it and are working towards ensuring that such incidents do not occur again.
We understand that you are back at your home country, but as a gesture of goodwill, our Service Manager would like to personally attend to you on your next stay with us.
Please contact us via firstname.lastname@example.org or +65 6498 1111.
Once again, thank you for staying with us and we look forward to receiving you again.
Hazelskyes De Tan (Ms)