Dear Mr Bennert,
Greetings from Marina Bay Sands! Allow me to first express my deepest gratitude for choosing us as your preferred accommodation choice for your holiday. We are glad that you found our hotel comfortable and clean, and we hope that you have had an enjoyable time in Singapore!
We are truly regretful to hear about the service that was rendered to your family last January. We understand the frustration and disappointment you have towards the matter. I am sure it was stressful for you and your family as all plans have been made in advance.
With regards to the breakfast booking, we have reviewed the matter with Agoda. We have also spoken to both the Front Office and F&B manager regarding this matter and have advised our colleagues on how to better handle e-bookings made through third party websites.
As for the difficulties you experience when accessing the roof top pool, we have feedback your concerns to the relevant departments. We understand that the pool is the main feature of our hotel and all guest should enjoy a hassle-free experience. We are continuously looking for ways to improve and implement new initiatives to make this possible.
Naturally, we are concerned with the inconveniences that you experienced, but please be assured that it will not happen again. Do let me know when you are intending to next visit us so that I could personally assist you with your reservations.
Thank you once again for your feedback and patronage. We sincerely hope to regain your trust and we look forward to welcoming you again at MBS!
Marina Bay Sands