Upon C/I

1. Apologize to the guest and tell them we will find out what happened
2. Find out why this happened?
3. If the guest gave us the wrong info just kindly share this info with the guest
4. If TB or taxi company made mistake refund the airport transfer + offer LEVEL 1 FREEBIE
- Offer them the ability to have a drink and something to eat at the lobby bar/ restaurant
- Offer them a villa ugrade in case of 1 or 2BR villa (basically open the whole villa)
- Extra person or extra bed charge script @GREG
- Propose a villa change
- Propose the guest to stay 1 night FOC and then they can decide again the next day what they want to do.
- Contact your manager to discuss options

- Explain with script @GREG
- Point out he mosquito spray in the villa and the electronic mosquito repellent devices in the rooms
- Offer LEVEL 1 FREEBIE
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Problems with villa during stay