Customer Concerns and Suggested Responses

Customer Concern Suggested Response

Pricing Concerns

“That’s way above my price “Thank you for sharing your concern. I understand that
range.” staying within budget is important. Let me see if there are
some best rates available that could help bring the cost
down. Additionally, we have some excellent value options
that might fit your budget better. Would you like me to
share those with you?”

“That’s too expensive.” “I understand that price is a significant factor. Our rates
reflect the quality and amenities provided by the hotel.
However, I can look into any special offers or alternative
options that might be more affordable. Would you be
interested in exploring those?”

“I can’t afford that.” “I completely understand. Let’s see if we can find a

solution that works for you. We have a range of options,
and I can help you find something that fits your budget
while still meeting your needs. How does that sound?”

“It was $100 less online.” “I understand your concern. Online prices can sometimes
vary due to different booking conditions. Let me check if
we can match that price or offer you a similar deal. Let me
check this for you?”

“You’re saying it’s $60 in “I understand that additional fees can be frustrating. These
taxes and fees? That’s fees cover essential services and amenities. Let me see if
ridiculous.” there are any ways to reduce the overall cost or if there are
any promotions available. Let me check this for you.”

“If that’s the best rate you “I understand your concern. Let me double-check if there
have, I’ll go somewhere are any last-minute deals or best rates available. Our goal
else.” is to provide you with the best possible rate. Can I take a
moment to look into this for you?”
“I’m not doing that. There’s “I understand your frustration. Let’s see if we can find a
no way. That’s ridiculous.” more suitable option for you. We have a variety of choices
that might better fit your needs and budget. Let me explore
more options.”

Value Perception

“I don’t see the value in what “I appreciate your feedback. Let me highlight some of the
you’re recommending.” key benefits and unique features of this option. For
example, [mention specific amenities, location advantages,
or special services]. These can significantly enhance your
stay and provide great value for the price.Let me give you
more details on these features?”

“I believe I can get better “I understand your concern. Our goal is to ensure you get
value elsewhere.” the best value for your money. Let me compare some
options for you and show you how our offering stands out
in terms of [mention specific benefits like location,
amenities, customer service, etc.]. Would that be helpful?”

“I was just doing it. I was just “I apologize for any inconvenience. Let’s make this
putting my credit card in.” process as smooth as possible. I can assist you in
completing the booking right now to ensure you get the
best rate and availability. Let us start ”

“Well, I’m not doing it. I “I understand your concern. Prices can fluctuate based on
literally just had it for $84.” availability and demand. Let me check if we can honor that
rate or find a similar deal for you.

“No, it was recording me one “I apologize for any confusion. Let’s see if we can resolve
thing, and to me, that’s the this. I’ll check if we can match the price you saw or offer
price I should have got.” you a comparable rate.Let me take a moment to look into
this for you?”

Urgency and Availability

“I’m not sure if I need to book “I understand. However, I should mention that availability
right now.” and rates can change quickly, especially during peak
seasons. Booking now ensures you secure the best rates
and availability. Is there something specific you’re looking
for?"

“I’ll think about it and get “Of course, take your time. Just a quick note, our current
back to you.” rates and availability are subject to change. To ensure you
don’t miss out. I can wait while you are deciding.” (you
stay in the line)

“Well, if I call you back, it’s “I understand. To make sure you don’t miss out on the
going to be like in a half current rate and availability, I can wait while you are
hour.” deciding" (you stay in the line)

“I guess I should have talked “I understand. It’s important to make decisions together.
to her first, right?” How about I hold this reservation for you while you discuss
it with her? This way, you won’t lose the current rate and
availability. Would that be helpful?” (you stay in the line)

“I’m going to have to call you “I understand. Let’s see if we can find a more affordable
back and see what I can do.” option that still meets your needs. I can also hold in the
line for you while you consider your options. Would you
like me to do that?” (you stay in the line)

“Well, yes. I can get a room “I understand. Booking through the association can
through the block, through sometimes offer special rates. Let me check if we can
the association, for $150.” match that rate or provide you with additional benefits that
might make our offer more attractive. Let me check it from
my end.”

“Let me think about it then. “Of course, take your time. Just to ensure you don’t miss
I’m not sure what I want to out on the current rate and availability, I can hold this
do.” reservation for you. If you decide to proceed, you’ll have
the peace of mind that your spot is secured. How does that
sound?” (you stay in the line)

Handling Objections
“I’m not convinced this is the “I appreciate your honesty. Could you share more about
right choice.” your concerns? Understanding your specific needs will
help me address them better and find the perfect option for
you. What’s most important to you in a hotel stay?”

“I have some reservations “Thank you for sharing. Let’s go through your reservations
about this.” one by one. I’m here to provide all the information you
need and ensure you feel confident in your decision.
What’s your main concern?”

“I understand you’d like to “Absolutely, I can help with that. Let’s find a hotel that fits
find the best deal. Just to your budget and preferences. Would you like me to start
confirm, you mentioned a looking for options with one bed or two?”
budget of $150 per night,
correct?”

“I will call you back.” “I understand. Just to ensure you don’t miss out on the
current rate and availability, I can hold this reservation for
you. If you decide to proceed, you’ll have the peace of
mind that your spot is secured. Let’s lock this rate for now.”