A hotel analysis problem. How does the front desk handle the behavior of standing up when booking?

1. Sincere apologies to the guests. If the guest has a certain identity, it is best for the supervisor on duty to communicate with the guest.

2. Actively solve the accommodation problem for the guests:

1) Contact nearby hotels of the same grade to confirm the rooms required by the guests;

2) Send a car or be accompanied by customer service staff to check in;

3) If it is a guaranteed reservation, be responsible for the room rate for one day (including the price difference higher than the reservation);

4) Reimbursement of 1-2 communication expenses when necessary;

Deal with the aftermath

1) If there are room arrangements for the next day, actively strive to bring guests back to the hotel so that the hotel has a chance to make up for it;

2) appropriately improve the reception specifications (such as flowers and fruits in the room);

3) Record it in the guest history file to avoid the same situation from happening to the same guest again;

4) Check the hotel reservation policy and reservation work. If it is caused by overbooking, reduce the proportion of overbooking appropriately.

I hope I can help you.