Reference no: EM132280926

So What Does FSG ( Frequent-Stay Guest) Stand For?

Occupancy has been so high this year that the hotel has "registered" a large number of reservation requests.

A registered couple was scheduled to leave at 6:00 AM on the morning of March 31. A family emergency with their seven-month-old child called them home on March 30 at about 3:00 PM. The airline accommodated the couple on a red-eye flight without charging for the ticket change, typically $100. They ask the desk for a late check-out, 9:00 PM, and a half-day rate of $110.

The hotel was full-Sunday-when the business crowd usually arrived. The manager on duty denied the request because of the late hour and the unlikelihood of servicing and reselling the room.

In his letter of complaint, the husband asks to be reimbursed and questions the meaning of being a FSG. He notes that "I am not a big customer of yours." Adding, "You'll probably see me three stays from the family since their membership was launched almost three years previous.

Questions are:

1) Was there a management failure here; if so, what?

2) What is the hotel's immediate response(or action)) to the incident?

3) What further, long-run action should management take, if any?