125. An Inappropriate Room Upsell

Quite some years ago, while staying at The Sukhothai in Bangkok, I had encountered a receptionist who seemed rather aloof in the way she interacted with the guests before me. 

When it came to my turn for check-in, I said cheerily, "Hello, I'm checking in under the name of (...). It's nice to be back again." The lady did not respond or provided eye contact, but busied herself to retrieve my booking in the system. Next, she confirmed my stay dates (but not my room category), and asked pointedly:

"Do you want a small or a big room?" 

I admitted I was rather taken aback, so sought to clarify, "Er...I'm sorry I don't understand. What do you mean?" She repeated word for word, without further elaboration: "Do you want a small or big room?"

I said I just wanted the room I had booked, but I had forgotten the name of the room category. She responded with, "So you want a small room? Because if you pay just 1,500THB more per night, you will be upgraded to the executive deluxe room."

Not the most appropriate way to upsell for sure. 

Service Bank: Withdrawal of 3


Reflective thoughts: If you were the guest, how does the employee's communication make you feel? How could she have handled it better?


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