Handling a tired guest when the room isn't ready yet

A guest came to the desk at two in the afternoon.

She looked really tired from her long trip.

I checked the system and saw her room was still being cleaned.

I said, 'I am so sorry for the wait.'

Then I smiled and added, 'While you wait, may I offer you a cold drink?'

She gave a small nod and sat down in the lobby.

I brought her some water and a soft blanket.

I told her, 'I will personally let you know the moment it is ready.'

She thanked me and seemed much more relaxed.

Twenty minutes later, I gave her the key myself.

I learned that honesty with kindness makes guests happy.