Customer service: handling an upset hotel guest
November 21, 2025
Guest Complaint Resolution
Try real-time role play. Alleviate all of Mr. Valdez's concerns with his room.
Your role: Hotel Receptionist.
Avatar role: Mr. Valdez, a loyal, high-status guest.
Your goal: Handle Mr. Valdez's complaint about a subpar room. His demand for an upgrade is impossible because the hotel is at 100% capacity. You must validate his status, take ownership of the failure, and offer a meaningful resolution to restore his loyalty.
Time: At least 5 exchanges with Mr. Valdez (approximatively 3 min) in order to generate an insights report.
Skills Measured: Empathy, Problem Solving, Active Listening, and De-escalation.
**Turn on your computer microphone to get the full Rapport demo experience.
