A guest calls to make a reservation. She tells you her friend made a reservation for $115 versus the $150 you?

Question

A guest calls to make a reservation. She tells you her friend made a reservation for $115 versus the $150 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. *

Answer 1

Simple, all you have to do is say, hold on just a moment while I put you on hold. Then go get the hotel manager. That's what they're for.

Answer 2

When you said the friend did not book with your hotel you were basically calling the customer a liar. I'm assuming that you are an independent hotel - otherwise you could not know for sure that the friend did not book with your hotel.

The best way to handle the rate query would have been to say you didn't have that rate available and leave it at that. The customer is always right, even when they are wrong.

Answer 3

Call her BS with a little BS of your own. Try something like "...the rates are calculated minute-by-minute according to reservations and rooms available. I can't offer you that rate right now according to my screen, but if you want to check back later..." Of course you know that she made it up and she will either book the room or not.

Answer 4

Tell her you can't help her and suggest she double check with her friend about the hotel. If she doesn't accept it, tell her you're going to end the call.

Answer 5

That's not right

Answer 6

Just say, "I'm very sorry but there has been a misunderstanding. I wish I could help you." Then say good-bye and hang up.

Answer 7

Thank you everyone for the answers.

Answer 8

Here, let me put you through to my supervisor....