A guest calls to make a reservation. she tells you her friend made a reservation for $315 versus the $350 you are quoting as a rate. you explain to the guest that her friend did not book with your hotel. the caller becomes irate. how do you handle the situation?

Question

Kierra Ellison

Business

11 September, 19:28

A guest calls to make a reservation. she tells you her friend made a reservation for $315 versus the $350 you are quoting as a rate. you explain to the guest that her friend did not book with your hotel. the caller becomes irate. how do you handle the situation?

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Evie Schneider · Answer 1

First, it really important for me not to raise my voice. i need to maintain my emotion no matter how rude the customer on the phone might be.

Then i will patiently explain the truth about the situation (her friend did not book at my hotel) and i will try to calmly persuade her to ask her friend about the further detail of the booking