Written by Monica C. Worline and Jane E. Dutton.
Recently, as Monica’s beloved Bernese Mountain Dog was living her final days, Monica had planned a hotel stay near a specialty veterinary treatment center. On the eve of her arrival, she received news that the tumor was not treatable. She called the hotel’s booking service to cancel the reservation.
“I see that you are subject to a 100% cancellation charge at this time,” the agent said.
“That’s ok, I understand,” Monica answered. “I just wanted you to know that I won’t be checking in.”
“Would you be willing to share why you are cancelling this reservation?” the agent asked.
“I was going to take my dog for treatment at a specialty hospital near the hotel, but…
Inadvertently, tears welled up. The agent, instead of ignoring this, responded quickly with words of comfort. She offered to contact the hotel on Monica’s behalf. Shortly after the call, Monica received an email from the reservation agent, who had negotiated with the hotel to waive the penalty fees and cancel the reservation with no charge. She also acknowledged the sadness of losing a pet. She finished her note with a personal touch: “I am glad to have helped. I am so sorry for what you are going through.”
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