Reservation Cancellation

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

Customize Your Case
No technical knowledge required.

With the AI-Humans platform, create fully customizable AI-powered immersive scenarios for soft skills training. You have the power to:

Outline the case details
Define assessment rubrics
Select a character of your choice
Define user and character roles
Select virtual location suitable to case

Reservation Cancellation

Character’s Role

Guest

User’s Role

Hotel Front Desk Executive

Scenario Location

Guest Calling Hotel on Phone

Customize Your Case
No technical knowledge required.