Dear Izouki,
Thanks for alerting me about the situation. Firstly, I would like to sincerely apologize for the inconvenience caused. I am very sorry you had a disappointing experience at one of Accor's establishments. I will do my best to get your feedback to the right person and prevent this from happening again. I have answer your private message for further details.
Best,
Amy
Originally Posted by
IzoukI
You are right. The GM seem to ignore any negative feedback reply directly at TripAdvisor. I personally drop him a direct email with the same image attached but didn't get any reply. Hence I decided to share my thoughts on TripAdvisor.
After a few days I get a standard template reply (as shown below). I reply back to the "sincerest apologies" email from him and it have past 2 weeks... nothing came back. I have truly give up on this Sofitel property although I am a platinum member.
Dear XXXX,
Thank you for taking the time to tell us about your experience at the Sofitel So Singapore. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.
Sincerely,
Piotr Kupiec