5-Part Question
1. What types of difficult guests do you encounter most often?
2. How do you deal with difficult guests???
3. Do you believe that the way you deal with difficult guests is different from the way your older counterparts deal with them or the same?
4. Please answer the following example describing the way you would handle this particular situation. If you answered "different" to question 3, please describe some of the differences between how a generation XY and Vacation Rental Managers from another generation would handle the situation.
EXAMPLE
Your guest arrives at the rental, which they had chosen based on online pictures and conversations with you or another representative and tells you that they were mislead. The customer tells you that the property was misrepresented and they don't want to stay there and want a substantial discount (40%).
*** You believe this property was represented accurately and that the customer is just being difficult, WHAT DO YOU DO?
5. Please let us know if these questions, regarding difficult guests are helpful to you as a forum for industry solutions to problems such as this.
Thank you
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