When Things Go Wrong

One of the most difficult skills to develop is learning how to work with clients when they are unhappy with their accommodations. Some problems are quite serious and require patience and knowledge to resolve. Others simply require a bit of handholding and a call to a hotel contact to smooth things over.

Perception vs. Reality

Some problems are simply an issue of perception.

As a case in point, I had booked clients at a hotel that had cleaned the guest room carpet before they checked in. One area still had a damp spot, which caught their attention. They surmised there must have been a problem with the room—such as a water leak—and requested accommodations where the carpet had not been cleaned that day. After changing rooms, they were quite happy.

Other concerns are more serious and require a more diplomatic touch.

Pinpointing Problems

Clients who have a major concern with a property will often provide a long list of things that are wrong. It is our job to really listen and determine what the primary problem actually is. I usually repeat what I think the one or two most important points are to get my clients to put the smaller issues aside and focus on their major concerns. This is a skill that comes with practice and experience.

Then I start asking questions with a focus on what they want me to do. And that is the question I ask them: What do you want me to do? It helps if you can get them to clarify their major concerns.

Finding Solutions

I have encountered a hotel that refused to turn on the air conditioning before a specific date, even during a heat wave where the temperature rose well above 85 degrees; a Bora Bora resort with termites; a hotel where the front desk staff would not call my clients’ suite to tell them their driver was there; and a hotel where the ceiling collapsed because of a water leak. I have had clients who were not comfortable with the atmosphere in the lobby and wanted to immediately change hotels—something I follow through on immediately.

My responsibility is to decide what problems can be solved with the assistance of my contact at the property and which ones cannot. When a problem cannot be overcome to the satisfaction of the client, then I look for alternative accommodations so that their vacation is memorable for all the right reasons.