Question

It's late and a guest comes to you to check in. unfortunately, the hotel has to relocate any remaining guests. this guest is tired and very upset. how do you handle the situation

Answer 1

First and foremost, the hotel personnel must apologize. It the responsibility of the hotel to ensure quality service. Regardless the situation or whose fault the relocation is, the hotel must acknowledge the inconvenience the guest is experiencing.

To compensate for the trouble, here are some things that hotel personnel can do:

1. Make sure to arrange another accommodation ready to receive the guest (with free transportation, free one-night stay if needed to be relocated to another hotel).

*Offer the expected room for the guest the next day if it's already available.

2. Explain and apologize for a relocation. Assure that the hotel is doing its best to make up for the inconvenience.

3. Offer discount and freebies to guest that checks-in late so a relocation won’t have to happen.