Guest called, Cancelled reservation 'inside' the cancellation period, so its too late to get a deposit back. Said boyfriends dad was sick and didn't know what was going to happen. Then called again and said, they didn't want to lose their deposit. I explained that if we could rebook the room, that they'd get their deposit back (not hard this time of year). Oh, ok. Then calls a few days later and says, if the room wasn't rebooked yet, they'd like to keep it. Dad died and the funeral will be the day before the reservation.
Then, emails and said the time they will arrive, and "could you do something special for my boyfriend- since his dad died."
What do we do "special" in that situation?? flowers in the room?? that would remind him of the funeral?
Then, emails and said the time they will arrive, and "could you do something special for my boyfriend- since his dad died."
What do we do "special" in that situation?? flowers in the room?? that would remind him of the funeral?