People book hotels in HK for different reasons, some book to stay as hotel guests, other book the hotel ball room or meeting room for conference or event functions. When the hotel experience is not 100% satisfying for the clients, the hotel will try to improve their service or provide needed information for them and apologize to them face to face in order to make up for the mistakes. Due to different circumstance, clients might accept the condition that the hotel offers in order to make sure the events go on successfully. However, the client is actually not happy with the hotel arrangement and will not choose the same hotel again in the future.

As a result, the hotel management team will send apology gift to the customers hoping to ease the intense relationship. On the gift card they will write some words to admit their mistakes and promise things won’t happen again; the apology gift basket is a sign to gain peace with the customers and look forward to working with them again in the future. These gifts include wine n chocolate gift basket, food gift set and premium hotel gift hamper. Though not overly expensive, these gifts are able to redeem the reputation for the hotel and make the guests feel respect and welcome, and they will consider using the hotel service again in the future.