The establishment tried to meet the needs of the beds, but did not agree to the issue of surveillance and finally could not accommodate them there. The note also mentioned other requests made by guests, such as booking a room only for their pets or asking them to cut the legs of the beds because they are very high.
Requests of this type are not always made known but many hotels have to deal with these daily. Then I asked myself: should a hotel always be willing to serve and meet the needs of all its customers? Is there a limit to the service a hotel provides to its customers and is it specified?
In the previous edition we presented an article called "The mission of satisfying the guest" in which we made it clear that in most cases the hotel must adapt to the client and that the service must be planned in a particular way according to the type of traveler. But we also talk about some limits that a hotel must establish when offering its services.
I believe the key is to disclose those limits from the moment a guest starts asking for more than the bill and their requests begin to affect the cost structure planned by management.
There is no doubt that the key to success is to offer the best service, but it should be borne in mind that this is also accompanied by a sense of responsibility of the guest, who in the end must be clear if the establishment where he decided to stay meets the ideal requirements for his comfort and that his requests are adapted to the type of service and place in which he is located.
The commitment is from both parties and the key is in the information that you as a hotelier give to your customers regarding the services and the added values offered, so that you can avoid being in the need to satisfy strange requests for not losing a guest.
