The deluxe room of the hotel is full, but the guests insist on extending their stay and are unwilling to change rooms; What if the sales department communicates with the reservation team and is unwill

The deluxe room of the hotel is full, but the guests insist on extending their stay and are unwilling to change rooms; What if the sales department communicates with the reservation team and is unwilling to change rooms? Faced with this situation, you can refer to the following steps to solve the problem:

1. Polite communication: First of all, we should communicate politely with the guests, explaining that the deluxe rooms in the hotel are full and cannot meet their extended stay requirements. In this process, we should express our understanding and sympathy to the guests, and at the same time, we should clearly tell them that we can no longer provide luxury rooms.

2. Propose solutions: In this case, some alternatives can be proposed, such as providing a more comfortable ordinary room type, or giving certain discounts on the price. This can meet the needs of guests as much as possible, and at the same time alleviate the dissatisfaction of guests.

3. Communicate with the team: At the same time, communicate with the reservation team to find out their attitude towards changing rooms. If they still insist on extending the luxury room type, they need to explain the current situation to them and try to persuade them to accept other room types or preferential schemes.

4. Consider coercive measures: If the guest is still unwilling to accept other plans after many times of communication and explanation, you can consider taking some coercive measures. For example, you can clearly tell the guests that if you don't comply with the hotel's regulations, it will be regarded as a violation of the hotel's regulations and may face some adverse consequences. However, this approach needs to balance the safety of guests and the interests of the hotel, and ensure that these measures can be taken legally.

Hotels need to be calm and patient when dealing with such problems, and always put the safety of guests and the interests of the hotel first. At the same time, we should handle all kinds of situations flexibly and meet the needs of guests as much as possible.