Dear Linda,
Greetings from the Royal Albatross and thank you for providing your valuable feedback. We always strive to exceed our customers’ expectations by delivering an exceptional, unique and unforgettable experience. We take our customers’ feedback very seriously and always investigate complaints so we can consistently improve. Our improvement process never stops.
After checking the booking and our reservation records, we note that a birthday cake was not ordered. I believe our staff did approach you and your sister to see if you wanted to purchase one, but you declined. We are so sorry that we don't provide complementary birthday cakes. Our reservations team do make this known when they call guests to check menu preferences prior to the event so we can pre-order the birthday cakes and prepare any other special requirements. Please be assured that we will use your feedback to improve our performance moving forward, as customer satisfaction is our highest priority along with safety.
We hope you'll accept our sincere apologies for any confusion. Should you do decide to give us another chance, we will indeed make it up to you and your family. You may drop us an email directly at reservations@tallship.com.sg if you would like to discuss with us further.
Peter L Pela
Founder and CEO