What are the facts?
The family paid for a trip, the policy states that the trip goes no matter the weather, the family does not find the conditions to satisfy their safety requirement, they are complaining and would like a refund on that excursion.
How does the guest feel?
They are upset, and hope to receive re-compensation for their failed excursion.
How would you acknowledge the guest’s feelings?
State that you understand what they are going through, that you are trying to accommodate for the current situation, and are looking to resolve the problem with all parties in a reasonable matter.
What would be your solution?
The solution would be to provide a service on the cruise that they had previously not opted for of similar price. Due to the fact that the company running the excursion is not part of the cruise line, but has been endorsed by us, our responsibility is not to refund but to offer alternatives to the unfortunate event.
How would you follow up with the guest?
I would check-on on the guests and see how they are enjoying their stay, offering complimentary items to relax them and prevent further escalation.
