Hotel service recovery
The Influencer Complaint
A guest with 400,000 followers is checking out upset and has their phone in their hand
Your objective
Resolve the complaint in a way that protects the hotel's reputation, preserves the influencer relationship, and ideally still results in positive coverage. Do not offer a full cash refund (the stay was complimentary) or make promises about future PR commitments you cannot deliver.
The counterpart
Sarah — Lifestyle Influencer
Temperament: The Friendly Closer · Difficulty: expert
Skills trained
- discovery
- reputational threat management
- creative resolution
- brand relationship
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.