The Hotel Reservation Fiasco
Background
Mr. Ramesh Silva, a frequent business traveler, often stays at the “Grand Horizon Hotel,” a well-known chain in India. He has been a loyal customer for over five years, always booking the same executive suite for his stays. The hotel prides itself on its “customer-first” philosophy, but recent changes in management have led to a decline in service quality. Staff turnover has increased, and new employees are often poorly trained, leading to frequent mistakes in reservations and customer service.
The Incident:
One evening, Mr. Silva arrives at the Grand Horizon Hotel after a long flight from New York. He is exhausted and looking forward to a good night’s sleep in his usual executive suite. However, when he approaches the front desk to check in, he is greeted by a new receptionist, Priya, who seems flustered and unsure of herself.
The Conversation:
Mr. Silva: “Good evening, I have a reservation for the executive suite under the name Rajesh Silva.”
Priya: (typing on the computer) “Um, let me check… I’m sorry, Mr. Silva, but I don’t see any reservation under your name.”
Mr. Silva: (surprised) “That’s impossible. I made the reservation two weeks ago and even received a confirmation email. Here, let me show you.” (He pulls out his phone and shows her the email.)
Priya: (nervously) “I’m really sorry, but I still don’t see it in our system. Maybe there was a mistake when the reservation was entered.”
Mr. Silva: (frustrated) “This is unacceptable. I’ve been staying here for years, and this has never happened before. I need a room immediately—preferably my usual suite.”
Priya: (apologetic but unhelpful) “I’m really sorry, sir, but all our executive suites are booked tonight. The only room we have available is a standard room.”
Mr. Silva: (angrily) “A standard room? That’s not what I booked! I have important meetings tomorrow, and I need a proper workspace. This is ridiculous!”
Priya: (hesitant) “I understand your frustration, sir, but there’s nothing I can do. The system shows no record of your reservation, and we’re fully booked.”
Mr. Silva: (raising his voice) “This is terrible service! I’ve been a loyal customer for years, and this is how you treat me? I demand to speak to your manager!”
Priya: (panicking) “I’ll call the manager, but he’s in a meeting right now. It might take some time.”
Mr. Silva:(furious) “Unbelievable! I don’t have time for this. I’ll take the standard room for tonight, but I expect this to be resolved by tomorrow. And I want a full refund for this inconvenience!”
Priya: (relieved but still nervous) “I’ll note your request, sir. Let me get your room key.”
The Aftermath:
Mr. Silva spends a restless night in the standard room, unable to work or relax properly. The next morning, he approaches the front desk again, hoping to resolve the issue. This time, he is greeted by the hotel manager, Mr. Amarasinghe.
Mr. Amarasinghe: (apologetic) “Good morning, Mr. Silva. I understand there was an issue with your reservation last night. I deeply apologize for the inconvenience.”
Mr. Silva: (still upset) “Inconvenience? This was more than an inconvenience. I had a confirmed reservation, and your staff failed to honor it. I’ve been a loyal customer for years, and this is how you treat me?”
Mr. Amarasinghe: (trying to placate him) “I completely understand your frustration, Mr. Silva. There was a system error, and your reservation was not properly recorded. This is not the level of service we strive for, and I assure you we will investigate this matter thoroughly.”
Mr. Silva: (skeptical) “That’s not good enough. I expect a full refund for last night’s stay, and I want my usual suite for the rest of my trip—complimentary.”
Mr. Amarasinghe: (hesitant) “I’ll see what I can do, but I can’t guarantee a complimentary suite. However, I can offer you a 50% discount on your stay and upgrade you to the executive suite for the remainder of your trip.”
Mr. Silva:(firmly) “That’s not acceptable. I want a full refund and a complimentary suite, or I will take my business elsewhere and make sure my colleagues know about this terrible experience.”
Mr. Amarasinghe:*(realizing the gravity of the situation) “Very well, Mr. Silva. I’ll arrange for a full refund and ensure you have the executive suite for the rest of your stay. Again, I deeply apologize for the inconvenience.”
In a training program of Customer Care, ask participants about the key lessons to learn form the above scenario.