Question

A guest dropped off his laundry for dry cleaning service at the hotel in the morning and it did not come back by evening. He returns to the hotel late in the evening, and is upset because he has a meeting with a very important client in the morning and does not have another clean shirt to wear. All the local stores, as well as the dry cleaner, are closed by this point and won’t open before the early morning meeting. What is your best response to this situation?

Answer 1

In this situation, it's essential to empathize with the guest and provide a solution to alleviate their concern. Here’s how you could respond:

"Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience caused by the delay in returning your laundry. I completely understand how important it is for you to have a clean shirt for your meeting.

While the dry cleaner is closed, I would be happy to assist you in finding a solution. We can explore options such as checking if there is a nearby laundry service that might be open, or if you need, I can arrange for one of our staff members to hand wash the shirt for you. Alternatively, I can provide you with options for shirts from our hotel’s gift shop or assist with any emergency laundry service we might offer.

Let’s ensure you have what you need for your meeting. Please let me know which option you would prefer!"

This response acknowledges the situation, empathizes with the guest's frustration, and offers practical solutions to help them.