Guest Brings a Non-Resident Guest After Midnight

This scenario highlights the importance of enforcing hotel policies while maintaining professionalism and empathy. It’s essential for receptionists to address such situations diplomatically, ensuring guests understand the rationale behind the rules without feeling offended or unwelcome. Handling these interactions with tact helps uphold the hotel’s standards and fosters a secure environment for all residents.

[The guest and their companion approach the reception desk after midnight.]

Receptionist: Good evening, sir/madam. I hope you’re enjoying your stay. May I assist you with something?

Guest: Yes, this is my friend, and I’d like to bring them up to my room for a while.

Receptionist: I understand, sir/madam. However, as per our hotel policy, only registered residents are allowed to enter the premises after midnight for security reasons.

Guest: Oh, I wasn’t aware of that. Is there a way to allow my friend in?

Receptionist: I’m afraid not, sir/madam. Our policy is in place to ensure the safety and comfort of all our guests. If your friend would like to visit you, it will need to be during our visiting hours, which end at midnight.

Guest: That’s a bit inconvenient. They just wanted to stay for a short while.

Receptionist: I completely understand, sir/madam, and I do apologize for any inconvenience this may cause. If there’s anything else I can do to assist you, please don’t hesitate to let me know.

Guest: Alright, I understand. Thank you for clarifying.

Receptionist: You’re welcome, sir/madam. I appreciate your understanding. Have a good night, and let us know if you need any assistance.