During a trip to Europe last year, Keith Maesto, a writer at consulting website The Points Guy, rented a bedroom in a luxury hotel in Venice.

On the morning of check-out day, because he was engrossed in sightseeing and shopping, Keith suddenly realized the clock was 14:30. He was late because the checkout time was 12:00.

When Keith got back to the hotel, he couldn’t use the key card to open the door. He had to pay 150 euros (1/2 room night), to get a new key card and take the luggage from the room.

After checking out, Keith was very angry and wrote very long letters complaining about the hotel services. He thought:

“I guess the hotel was unfair for the late check-out fee. Is someone really waiting to checking to my room?”

“Why does the hotel have a policy to charge an extra late check-out fee?”

Question:

1. What can the receptionist actually do to help guests?

2. If guests threaten or make noise in front of the hotel? Or say they will rate hotel 1 star on the web?

3. Can the guest leave without paying extra?

4. What should receptionist do if the same thing happens next?

Answer rating: 100% (QA)

In such a situation 1 The receptionist can offer understanding listen to the gu... View the full answer