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About the Case

Alex Johnson’s travel plans had to be cancelled abruptly at the last minute due to personal reasons. He is calling the hotel ten hours before his check-in time to request a cancellation. As per hotel policies, a guest needs to call at least 24 hours before check-in time to cancel the reservation and get a full refund of booking charges. 

As the hotel executive handling Mr. Johnson’s case, your task is to communicate the hotel policies as well as find a mutually agreeable solution.

Learning Objectives:
  • Clearly communicating cancellation policies and applicable charges 
  • Approaching matter patiently to avoid conflict and misunderstanding 
  • Offering solutions to solve problem amicably 
  • Maintaining professional and courteous attitude throughout the conversation 
  • Displaying willingness to consider exceptions and consult with manager 
Skills Assessed
  • Clear Communication 
  • Patience 
  • Problem-solving 
  • Professionalism 
  • Flexibility 

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Reservation Cancellation

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