You're facing limited accommodations in high season. How do you handle a customer demanding upgrades?

Staying calm is very important and especially when you're dealing with a frustrated customer. Then go ahead explain to the customer that due to the high season, accommodations are limited, but you will do your best to explore all possible options for an upgrade. Staying calm will help ease the situation and in the end you'd have a happy customer whether they eventually get the upgrade or not, they'd be happy with your service.

You may not be able to offer a physical room upgrade - however you always have the ability to offer a “service and amenity” upgrade! 🌟

Staying calm and explaining the situation in a polite manner is more important. If still he requires an upgradation we can look for alternatives nearby to the same category hotel and can arrange the transportations for his comfort.

While offering alternative goes a long way and shows your creative capability to offer a solution. Make sure the cost of upgrade (wherever applicable ) is clearly informed to the customer. Most of the times client demand Complimentary upgrade which may not always be forthcoming from the hotel /airlines /car Rental company

Empatia em primeiro lugar! Tente sempre calçar o sapato do outro! Entender a necessidade de cada um. Nem sempre temos a solução desejada, mas amenizar a situação com sugestões e alternativas é sempre bem visto pelos clientes. Tentar fazer com que a jornada dele seja o melhor possível.

When a customer is demanding an upgrade during a busy season, it's important to remain calm and empathetic. Acknowledge their request and express understanding of their desire for a more comfortable stay.

- Offer your clients alternate options with same or better outcomes - Inform them about other options and the pros and cons of all the alternative options

A great way is to clearly tell the customer what options they have if they are looking for an elevated experience. It's crucial to understand that what the customer really wants is 'value' and if you can provide it to them while being transparent, it's a win-win.

🙏🏽✔️ Muchas veces, lo que todos queremos como clientes es claridad, transparencia y alternativas de posibles soluciones. Comunicar con calma, con opciones y con dominio de la situación nos pondrá en una situación de "resolverlo" en lugar de sólo lidiar con conflictos y expectativas no cumplidas.

I completely agree. When you know the situation and are honest, you have nothing to hide. Be honest with the guest, but maintain professionalism and share only what can be shared publicly. For example, if a room is not available, you can explain that all rooms in the property are booked, but you will prioritize them and inform them if anything becomes available. By keeping it professional and truthful, you help build trust. Empathy is key in the service industry. Just as you empathize with guests, you can encourage them to empathize with you. In this, your honesty will be your greatest asset.

Todo atendimento precisa de cordialidade e transparência. É muito comum os hotéis lotarem na alta temporada, por isso é necessário fazer reserva com antecedência. Se você é fornecedor, avise seus clientes frequentes e antecipe suas reservas. Se você é cliente, não deixe para última hora, planeje e garanta seu lugar.

I've never been too great with customers according to some bosses I've had. Their philosophies have s common denominator: to essentially lie to the customers so the company/business can save face. When I put myself into the shoes of the customer who is essentially being lied to about what is in stock, or what the scope of our services are, or when our capacity to produce quality deliverables is reduced due to reasons such as shortage in staffing - I'd like to be told the truth. Something right to the point. I'm generally a straight shooter and have no problem telling a client when something isn't possible. I've found that as long as the "no" comes with an honest explanation, customers usually walk away not upset and are very understanding.

Comunicar claramente la situación de la manera mas descriptiva y empática posible. Siempre hay que ponerse en el lugar del otro. Como me gustaría a mi que me dijeran algo? Con la verdad. Otra cosa es como la otra persona maneja la verdad. Pero siempre a la larga, la verdad, nos hace libres.

- Try to incorporate them into some kind of loyalty valuation - Give them credit points to get them involved in your business

Nos partenaires hôteliers de longue date, n'attendent pas qu'il y est un problème ils nous font bénéficier d'un Upgrade régulièrement et nos voyageurs ont de belles surprises !

That explanation implies a preference system for those the business values more. That could create a hostile reaction to hearing about it. You're saying that people who pay more get more, a lot more. I would instead focus on how wonderful the accommodation is that is reserved for them. Offering assistance in making their stay as pleasurable as possible.

Além de oferecer serviços adicionais e mimos para o cliente, o programa de fidelidade é uma ferramenta muito eficiente para você conhece-lo um pouco mais, saber suas preferências, seu comportamento de compra, suas expectativas. Isso contribui para você criar produtos e ofertas sob medida, e cada vez mais fidelizar o seu cliente.

Si un cliente exigente es miembro del programa de fidelización, recuérdale la importancia de su lealtad para nuestra marca y nuestro compromiso de hacer que su experiencia sea increíble. También, infórmale sobre todos los beneficios que puede disfrutar en sus futuras estadías.

Respect et bienveillance auprès de ses clients est le minimum je pense, comment mal traiter un client cela parait irréel, si cela vous arrive, changez de métier !

When preparing for limited availability, effective communication is key. It's crucial to inform guests ahead of time and provide alternative solutions. Empower your frontline staff to handle requests with empathy and creativity.. guests these days usually understand

A balance is needed for effective results. A combined approach of all the steps above creates a balance with immediate problem solving and a satisfactory long term relationship management while also maintaining fairness and professionalism

Honestly, it’s all of the above as well as managing expectations and clear communication. Seasoned travelers love an upgrade but also understand parameters. There are other ways to create something special and unique for them. 😉

Proactively educating clients via social media/email about high season & its limitations can help manage the expectations on the front end. On my intake forms, I have a blurb that sets the tone for high season.