Reference no: EM133652915
Case Study
Two weeks before their grand daughter's wedding, Ester and Greg Barnes booked a room at the Lakeside Plaza hotel. Ester received a confirmation number when she gave the hotel her credit card information and agreed to its mandatory 24-hour cancellation policy.
When they arrived at Lakeside Plaza, much to their dismay, they were told that their room was not available because the hotel was overbooked and as a result, they would be put up (walked) at the Clarion Hotel, which was ten miles away.
Mrs. Barnes felt a little better when she was told that the Lakeside Plaza would pay for the room at the Clarion the first night. The Lakeside's front desk clerk then informed Mrs. Barnes that the Lakeside Plaza did have openings for the second night, and thus the Barnes would have to return to the Lakeside for their second night stay because, on that day, the Clarion had sold all of its rooms.
After checking in at the Clarion, the Barnes unpacked, showered, and arrived at their granddaughter's rehearsal dinner one hour late. The next day, they had to leave a family function in the morning, return to the Clarion, repack their belongings, check out before noon, and drive back to the Lakeside, where the somber clerk on duty informed them that their room would not be ready until 3:00 p.m. because the hotel had sold out the night before and also because, the clerk stated, "3:00 p.m. is our normal check-in time."
"But," protested Mrs. Barnes, "the wedding begins across town at 2:30 this afternoon and I still have to get ready!"
Case Study Questions
1. What did the Lakeside do wrong in the case of Mr. and Mrs. Barnes? What would you have done if you were the Front Desk Manager?
2. If the Lakeside Plaza intentionally overbooked on the night of Mr. and Mrs. Barnes's arrival, was the hotel's action ethical in your opinion? Why or why not?
3. Assume these were your grandparents and the wedding they wished to attend was your own. Would you share details of this incident with those you know? Would you use the Internet to share the details with them? How would your comments reflect on the Lakeside Plaza?