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It's late and a guest comes to you to check in. Unfortunately, the hotel has to relocate any remaining guests. |
The customer is very tired and upset how would you handle this situation? To remind you this is your job well, if there isn't any room, then there isn't any room. i'd maybe offer a couch in the lobby or see if any of the remaining guests would want to split a room.... i guess it would all depend on the policies of the hotel too. Does the guest have a reservation? If so, your hotel should make other arrangements for the guest, and comp him another stay as well. If the guest doesn't have a reservation, then he is SOL and no need to apologize. I have a hunch this is a trick question, where the normal response would be how I too rejected the one who was to be born to be the Savior of the World. It depends on if the guest made reservations. If so, then he has a right to a room. If not then tough, they are not special! I assume that you mean a guest with a confirmed reservation. If the person is just a walk-in with no reservation, a polite "I'm sorry, but we have no vacancies," should suffice. If the person is a guest with a confirmed reservation, I think that if the hotel's coffee shop or restaurant was still open, I would suggest to the guest that they go have a cup of coffee and perhaps a small snack while I checked into availability of rooms at other nearby hotels. Then I would do that while the guest went to get something to eat and drink, and present them with their options as soon as I knew what was available. Did they have a guaranteed late-arrival reservation? If so, why wasn't there a room for them? Why would other guests have to be re-located? There were no upgrade rooms, suites, or any other accommodations available at all? I guess one thing you could do is offer for the hotel to call around to all other local hotels to check for available room, and to cover the price difference (if any) if the mix up is the hotel's fault. This actually happened to me. My wife and I were at home coming at a Big 10 University. We stayed over one night in a room with a hot tub and wanted to switch rooms the following night of our stay. We talked to the hotel manager before we checked out of one room to confirm that our arrival for the 2nd room would be a late arrival. He said no problem. We came back to our hotel (a 60 mile drive from the university) at 2am to check in to our room. The same manager was there. He informed us that the day manager gave our room away and they were totally booked. He said he was going to try to find us another room at another hotel. We were extremely exhausted after a long day on campus, at the game, night at the bars, etc... He called around, called around..finally told us he found one hotel nearly 100 miles away. We were ticked off. I informed him that because we were exhausted, it would be dangerous for us to drive 100 miles and that we wanted the room we had confirmed with him earlier in the day. I told him if he didn't fine us a room, we would be sleeping in his lobby. His solution was that there was a person that was checked into the hotel on business that wasn't staying in the room that they had rented and that we could stay in that room. He went to clean the room up and remove their belongings. When we got to the room, this person's shower robe and pajamas were hanging in the closet, a tuna sandwhich was in the refrigerator, and their shampoo was still in the shower. Pretty gross. Needless to say, we didn't shower the next day. Thank you Holiday Inn! |
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