Hotel service recovery
The No-Show Dispute
A guest is demanding we waive the no-show fee and threatening to dispute the charge
Your objective
Uphold the hotel's no-show policy while resolving the call in a way Grace finds fair. Do not waive the full charge without documented exceptional circumstances. If there is a genuine reason, offer a partial refund or a future credit that protects the hotel's policy precedent.
The counterpart
Grace — Guest
Temperament: The Bureaucrat · Difficulty: intermediate
Skills trained
- policy defence
- empathy
- credit toward future stay
- repeat guest retention
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.