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The guest complained to guest relation officer: he had booked front see view room but upon availability have received partially see view (less then30% ). The hotel is overbooked. There is no room available from this category. Which actions should be taken?
we will provide you the room as your request as earlier as possible. as of now we dont have any room that you booked for. once other room is vacated we will give you
we are so sorry for this but unfortunately we do not have front see room available but i should tell you that the Partially see view has25% off and you can enjoy with the Basin for free
Guest do not understand what kind of problem hotel has at the moment.Because he or she paid for it.you can explain the problem but there are lots of human profiles. So explaning to situation is just waste of time.Solution is before guest coming,,persuading one of the old guest who stay at hotel with little treats which is extra or not. .Because persuading to a person who know you is much easier than people who doesnt know or going to stay at hotel first time.
first i will listen to his complain carefully and offer him some coffee or tea and ask him to relax
then i will describe aboout the problems we have after that i will offer him the room that is available of another catagory providing the same facilities in lesser amount
First, give an honest smile and sincere apology and listen to her/his complaint,never argue and then politely explain to the client and will try my best to offer the room available by boosting it...or if still really not satisfied, offer some alternative solution such as upgrade the room or offer any complimentary meal or services available as to please the client.
Aplogies to client and adgere to his or her reservation and go for possible solution as weather to upgrade the client or offer alternative solutiion according to cumpany policy in solving such cases
Apologise to Guest that all front sea view rooms are fully occupied due to great demand. We offer guest and extension of stay for the next available room or for the next visit. We can upgrade guest to a Suite room or offer alternative amenities like spa, dinner for two.
Immediately apology to the guest,you should give a priority he had booked..for a time give a room for relax first when there is available you can immediate transfer front see view room.
offer an apology and ask my rooms division manager for an upgrade for them if possible
