A guest received a full-day spa package as a gift …

Business Questions
Short Answer
Step by Step Solution
Business Questions

A guest received a full day package at the Spa from her husband as a gift. She makes an appointment and calls the day prior to re-confirm. When she arrives, no reservations are found. The Spa is fully committed for the day, and there are no additional treatment rooms available. The guest is very upset. You apologize to the guest for the error. What is your best response to this situation?A. Search for another package, such as a golf or theatre package, that the client might like and offer her that as a substitute.B. Search for an open hotel room, book the guest in it, and arrange Spa services via the room for the guest.C. Offer the guest a beverage, and try to squeeze the guest into some treatment rooms despite the already full booking.

Short Answer

To address a guest’s concerns, start with a sincere apology acknowledging their disappointment, then offer alternative solutions such as different packages or local experiences. Finally, enhance their experience with a goodwill gesture like a complimentary beverage or a discount, demonstrating your commitment to customer satisfaction.

Step-by-Step Solution

Step 1: Sincere Apology

Begin by sincerely apologizing to the guest for any inconvenience caused by the mishap. Acknowledge their feelings and express genuine understanding of their disappointment. Make it clear that you value their experience and are committed to making things right.

Step 2: Offer Alternative Solutions

Look for alternative packages that may interest the guest, ensuring they still have enjoyable options. Consider presenting alternatives such as:

  • Golf package
  • Theatre package
  • Local tours or experiences

These options demonstrate your willingness to cater to their preferences and restore their experience.

Step 3: Provide a Goodwill Gesture

To further enhance the guest’s experience, offer a goodwill gesture as a way to express your commitment to excellent service. This could include:

  • A complimentary beverage
  • A discount on a future visit
  • Exclusive access to events or amenities

Such gestures highlight your dedication to customer satisfaction and can help mend the relationship with the guest.

Related Concepts

Apology

An expression of regret or remorse for an action that caused inconvenience or disappointment to someone else

Alternative Solutions

Different options or packages offered to a guest to enhance their experience after a mishap

Goodwill Gesture

A kind act or offering designed to show goodwill and improve relationships, often given to compensate for a previous issue or to enhance customer satisfaction.

Table Of Contents
  1. A guest received a full day package at the Spa from her husband as a gift. She makes an appointment and calls the day prior to re-confirm. When she arrives, no reservations are found. The Spa is fully committed for the day, and there are no additional treatment rooms available. The guest is very upset. You apologize to the guest for the error. What is your best response to this situation?A. Search for another package, such as a golf or theatre package, that the client might like and offer her that as a substitute.B. Search for an open hotel room, book the guest in it, and arrange Spa services via the room for the guest.C. Offer the guest a beverage, and try to squeeze the guest into some treatment rooms despite the already full booking.

Related Articles

Scroll to Top