1.

You are checking a guest into your resort hotel when you discover that the guest reserved a
room at a nearby budget hotel with a similar name. You offer the guest a room at your resort
hotel, but the guest becomes irate after learning it costs substantially more per night than the
budget location. The guest rudely accuses you of incompetence. What is the best way to
solve the issue?
a. Redirect the conversation by offering the guest a discount on a room at the resort hotel.
b. Reframe the conversation by asking the guest to describe what they feel is a fair
resolution.
c. Reframe the conversation by offering a complimentary shuttle ride to the budget properly.
d. Redirect the guest’s attention to the reservation process so the customer realizes their
error.

2. You are checking a guest into your resort hotel when you discover that the guest reserved a
room at a nearby budget hotel with a similar name. You offer the guest a room at your resort
hotel, but the guest becomes irate after learning it costs substantially more per night than the
budget location. The guest rudely accuses you of incompetence. What is the best way to
solve the issue?
a. Redirect the conversation by offering the guest a discount on a room at the resort hotel.
b. Reframe the conversation by asking the guest to describe what they feel is a fair
resolution.
c. Reframe the conversation by offering a complimentary shuttle ride to the budget properly.
d. Redirect the guest’s attention to the reservation process so the customer realizes their
error.

3. You are checking a guest into your resort hotel when you discover that the guest reserved a
room at a nearby budget hotel with a similar name. You offer the guest a room at your resort
hotel, but the guest becomes irate after learning it costs substantially more per night than the
budget location. The guest rudely accuses you of incompetence. What is the best way to
solve the issue?
a. Redirect the conversation by offering the guest a discount on a room at the resort hotel.
b. Reframe the conversation by asking the guest to describe what they feel is a fair
resolution.
c. Reframe the conversation by offering a complimentary shuttle ride to the budget properly.
d. Redirect the guest’s attention to the reservation process so the customer realizes their
error.