HE_CH3_F3_KeywordsPractice

When Sophea read a negative review that the guest left online, she decided to the issue. She found out that it was the hotel’s mistake, and her manager Sonita said it was necessary to . The marketing department emailed the guest to the mistake and offered a 1 night free stay at the hotel as an apology. The customer was very happy and removed the comment.

When Sonita heard the guest’s , she realized that the guest was probably just very tired and annoyed. This helped Sonita resolve the issue effectively. She simply apologized for the and then offered the guest a discount voucher to a spa, so she could relax and rest.