You're faced with a VIP guest requesting a free upgrade. How do you handle this delicate situation?

It actually happened during one of my contracts. The GM was permanently living in one of the apartments in the hotel and a new VP moved in town and requested to be upgraded to the GMs apartment. These are long staying VIP guests... Once they moved to the Middle East, they behaved like British Empire royalties did 250 years ago ... on half the planet. What is VIP today ... Andrew Tate level of human traffickers? "People with money"?! Dictators, Mafia leaders?! ... I am beating around the bush here indeed but one needs to ask 2 things. What is VIP?! Who goes to a hotel and asks for something free? Proletar families on a all-inclusive island?!

Evaluate the cost versus benefit of providing the upgrade. Consider the long-term value of guest loyalty and potential future revenue against the immediate cost of the upgrade.

Assess Value Evaluate the value the guest brings to your establishment. Consider their loyalty, frequency of visits, and potential for future business. High-tier loyalty program members often expect perks, and an upgrade can be a small price for continued patronage. Ensure this doesn't set an unsustainable precedent or undermine the value of paid upgrades. Practical Steps: Check the guest's loyalty status and history. Assess the potential long-term benefits of granting the upgrade.

When a VIP guest requests a free upgrade, start by evaluating the value they bring to your establishment. Assess their loyalty, visit frequency, and future business potential. It's not just about immediate revenue but fostering long-term relationships and enhancing your reputation. If they're part of your loyalty program, check their status. High-tier members often expect perks, and an upgrade can be a small price for continued patronage. However, ensure that this doesn't set an unsustainable precedent or devalue paid upgrades. Balance recognition and sustainability for optimal results.

Understanding your hotel's upgrade policy is essential. Know the guidelines and any discretionary power you have for offering complimentary services. Policies ensure consistency, but they may also allow flexibility in certain situations. Understanding the limits of what you can offer without higher approval is crucial. This knowledge helps you make quick, informed decisions, enhancing guest satisfaction and operational efficiency. Stay informed, be proactive, and always aim to exceed guest expectations within the policy framework.

It's important for hotel staff to be trained on these policies and empowered to make decisions that align with both guest satisfaction and the hotel's financial goals. Specific details can vary by hotel brand, location, and management philosophy.

Know Policy Understand your hotel's policy on upgrades. Familiarize yourself with the guidelines and any discretionary power you have to offer complimentary services. This knowledge enables you to make informed decisions quickly, maintaining guest satisfaction and operational efficiency. Practical Steps: Review the hotel’s upgrade policy. Determine the limits of your discretionary power.

Any respectful hotel should have clearly written points & Redemption system that constitutes the "Loyalty program ". A VIP guest should understand what they should get and not what they wish to get. Policies and procedures are founded to guide everyone and avoid conflicts .

Communicate Clearly Clear communication is vital. Politely explain the situation, outlining your hotel's policies and the reasons behind them. If an upgrade isn't possible, offer a detailed explanation to the guest. Transparency builds trust, even if the news isn't what the guest hoped for. Sample Response: “Thank you for your loyalty as a VIP guest. I understand you’re requesting an upgrade. Let me check our availability. Unfortunately, due to high occupancy, we cannot offer an upgrade at this time. However, we’d like to offer you [alternative service] as a token of our appreciation.”

Clear communication is essential when managing upgrade requests. Start by explaining your hotel's policies and the reasons behind them politely. If an upgrade isn't possible, provide a detailed explanation to the guest. Transparency, even with disappointing news, builds trust. When an upgrade is feasible, clearly outline any conditions. This ensures the guest understands and values what they're receiving. By communicating openly and honestly, you enhance the guest experience and foster trust in your hotel's commitment to service excellence.

Sample Response: “Thank you for your loyalty as a VIP guest. I understand you’re requesting an upgrade. Let me check our availability. Unfortunately, due to high occupancy, we cannot offer an upgrade at this time. However, we’d like to offer you complimentary breakfast and access to our spa as a token of our appreciation. We hope this will enhance your stay with us. Please let us know if there’s anything else we can do to make your visit exceptional.”

Offer Alternatives If you cannot grant the upgrade, offer alternatives that still make the guest feel valued. This could include complimentary services such as access to the executive lounge, free breakfast, or a drink voucher. This demonstrates your commitment to their satisfaction and enhances their stay without significant costs. Practical Steps: Identify available complimentary services. Offer these alternatives to the guest.

When an upgrade isn't possible, offering alternatives can still make guests feel valued and enhance their experience. Consider complimentary perks like access to the executive lounge, free breakfast, or a drink voucher. These gestures show your commitment to their satisfaction, providing added value without impacting your room inventory. By presenting thoughtful alternatives, you not only address the guest's needs but also reinforce your dedication to exceptional service, turning a potential disappointment into a positive aspect of their stay.

Leverage Loyalty Use this opportunity to reinforce the guest's loyalty. Encourage them to join or engage more with your loyalty program if they haven't already. Highlight the benefits and how the upgrade is a testament to the value your establishment places on loyal guests. Practical Steps: Explain the benefits of the loyalty program. Reinforce the value of loyalty through the upgrade or alternative offers.

When an upgrade is warranted, seize this chance to bolster guest loyalty. Encourage guests to join or engage more with your loyalty program if they haven't already. Emphasize the benefits and how the upgrade reflects your establishment's appreciation for loyal guests. This approach not only resolves the immediate situation positively but also cultivates a lasting relationship, driving repeat business and generating positive word-of-mouth. By showing that loyalty is rewarded, you create a win-win scenario, enhancing guest satisfaction and strengthening your brand's reputation.

Handle With Care Approach each request with empathy and professionalism, ensuring the guest feels heard and respected. Even if you cannot fulfill their initial request, the manner in which you handle the situation can leave a lasting impression, contributing to guest loyalty and your establishment's reputation for excellent service. Practical Steps: Listen actively to the guest’s request. Respond with empathy and professionalism.

If you think a VIP guest requesting a free upgrade is a delicate situation, you′re in the wrong buisness. (the guest shouldn′t even have to ask for it)

You should always connect your mobile app at the hotel or any other loyalty program to grant the registered guests to have free “upgraded” Internet. This will enhance guest experience with faster Internet as well as their loyalty via the Hotel Mobile app or loyalty program.

Covering points 1 to 6: It is important to handle the situation delicately. Assess the past contribution of the VIP or his organisation, not discounting the potential of the VIP if he is not a regular. Listen attentively to their request and empathize with their needs. Politely explain the hotel's policies regarding upgrades and any available options within their booked category. Offer alternative gestures of appreciation, such as a complimentary amenity or personalized service. If it is within your authority, consider offering a discounted rate for a future stay, to encourage repeat business. Ultimately, maintain a professional and courteous demeanor while ensuring the guest feels valued and respected.

Such situations are not uncommon in the hotel industry and handling them well is an important part of rooms division team. Here are a few tips to help 1- If they seek something for free, the staff must know the hotel policy regarding upgrades and politely inform them 2- Know the extra cost and future bookings for the particular room to ensure that in case the upgrade is given no future guest will get disappointed due to this 3- Consider the stature of the guest, if they are regulars 4- Clarify to the guest it is only on availability that such a gesture can be done 5- Ask them to book an extra service to atleast increase revenue Alternatively, if they're getting a free upgrade 6- Try to influence them to write a favorable review

In a large inventory hotel we can entertain this type of request once in a while. Keeping in mind that this way the loyalty of the guest will automatically increase and the guest will be your marketing aspect.