A guest received a full day package at the Spa from her husband as a gift. She makes an appointment and calls the day prior to re-confirm. When she arrives no reservations are found. The Spa is fully committed for the day and there are no additional treatment rooms available. The guest is very upset. You apologize to the guest for the error. What is your best response to this situation?

Question

Response
Search for an open hotel room, book the guest in it, and arrange Spa services via the room for the guest.
Search for another package, such as a golf or theatre package, that the client might like and offer her that as a substitute.
Offer the guest a beverage, and try to squeeze the guest into some treatment rooms despite the already full booking.
Work with the guest to find another day to schedule the Spa services.

Answer 1

In this situation, the best response would be:

Work with the guest to find another day to schedule the Spa services.

While it can be tempting to offer a quick workaround, such as squeezing the guest into treatment rooms or offering a different package, it's important to prioritize the guest's overall experience. Apologizing sincerely for the mix-up and showing empathy for her disappointment is crucial. By offering to schedule her for another day, you can ensure she receives the full Spa experience her husband intended for her, which is ultimately more valuable than a rushed alternative. You might also consider offering a complimentary upgrade or bonus service for her next visit to show goodwill and make amends for the inconvenience.