Agent to Agent: How Do You Handle A Bad Resort?

Dear Tammy: I have an interesting situation and wonder how you would handle it. I have clients who really want to go to a particular resort. However, I’ve been to that resort and didn’t like it at all. As a matter of fact, I thought it was horrible. Do I tell them and risk losing the sale or, because they are so insistent, do I just book it for them?

Tammy: I’m not sure what the problem is here. Think about it this way: If you go to a doctor, lawyer or even a property manager, you rely on that professional to give you his expertise, right? Would you want your doctor to lie to you about a treatment? Or your lawyer to lie to you about what plea to give? In that same way, our clients rely on our expertise too. They want us to give them information they need on resorts, hotels, airlines, etc. so they can make the proper decisions. That means the good, the bad and the ugly. So, if you visited the resort and you really do not like it, I would tell your client.

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You should handle this phone call (or email) with tact and professionalism. Explain to your client that you have visited the resort before and you feel obligated to tell them about your experiences. Share your information and be specific. What did you not like about the resort? Was it the fact that the service was poor and the rooms weren’t clean? Or did it not have activities you would be interested in?

You know the expression, ‘One man’s trash is another man’s treasure?’ In this case, your client will take your negative experiences and mull them over to decide if they still will enjoy their visit. Maybe a friend or relative told them about a very good experience they had, so they are conflicted. Either way, all you can do is present the information and let them decide from there.

If they decide that they still want to go, reassure them that you will provide them with great service and work with the resort to make sure their stay is as comfortable and enjoyable as possible. Be sure to check in with them after they get back for their feedback on the resort.