Hotel service recovery
The Refund Demand
A guest is demanding a full refund, threatening to post about it, and everything they're saying is partly true
Your objective
Resolve the complaint in a way that is fair to the guest, defensible to hotel management, and does not establish a precedent for full refunds without genuine basis. Achieve a resolution the guest accepts without a full refund and without a damaging public post.
The counterpart
James — Guest
Temperament: The Dominator · Difficulty: advanced
Skills trained
- reputational threat management
- acknowledging without capitulating
- discovery
- retention framing
- conditional concession
What a good run looks like
Score 70+ with agreement at your difficulty ceiling to unlock harder counterparts. Swanx coaches the exact phrases that cost you points — dimension by dimension.