The guest was informed that breakfast will be included in his package however it was not specified that only buffet breakfast will be included. Due to this miscommunication the guest ordered from room service & upon check out he is refusing to pay an amount of Rs. 9500. What would you do as a Duty Manager?
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How a Duty Manager responds to an incident
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We are very sorry for the inconvenience caused.As per our hotel rule, package only contains the buffet breakfast service.We noticed that you have ordered the food through room service.We charge separately for the room service.Also, its our mistake that it is not mentioned clearly to you while giving the package details. In order to rectify our mistake,we are giving discount coupons which you can use it in your next visit.So, please do understand our situation and pay the required amount to us.
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