How To Handle Objections - ATP

Created by fresh works, Modified on Wed, 15 Oct at 9:26 AM by Gracielle Apolonio

MLOS	Objection: How come there is a minimum length of stay? I'm not going to accept that! Recognize: I understand Mr./Mrs./Ms. Guest how you feel. In your position I would feel the same way. Explain: Our hotel has very high occupancy during your requested period. Therefore, we only have very few rooms left. Let me at least tell you a little about what we can offer to you. Also, you will find that there is really a lot to do in our resort so the X days will seem insufficient. Offer & Close: I do recommend we book this quickly (and do not disappoint the family). Alternatively, we can retain this for 2-3 hours until you make this decision. Let me give you a call back after 2-3 hours to finalize this.
KCRS	Objection: In terms of booking the room, is it better if I do it online? Does it make a difference? Recognize: I'm very glad to hear that you choose to stay with us, Mr./Mrs./Ms. Guest. Explain: Booking directly with us or on our website, definitely you will benefit from our best available rates/prices! The rates on our website and what I have offered to you are exactly the same. We thereby offer you the best rate guarantee. Offer & Close: Please allow me to reserve this room for you over the phone which I can personally ensure all your special requests will be noted in your reservation…
DISCOUNT	Objection: Can you give me a discount? Recognize: Dear Mr./Mrs./Ms. Guest, I understand that in the current climate, everyone is conscious of price and value. Explain: Our room offers excellent value, as the inclusions are all worth more than the price. Additionally, we only have X rooms left today. During peak season, the price for these rooms can be much higher. Therefore, I regret to inform you that I am unable to offer any further discount. Offer & Close: However, the special inclusions we offer are truly remarkable, and I guarantee that your family will love them. Would you like me to book the room for you, Mr./Mrs./Ms. Guest?
UPGRADE	Objection: Last time I came to the hotel, I was upgraded. Can you upgrade me again this time? Recognize: I am delighted to hear that you enjoyed the upgrade we provided during your previous visit. Explain: Mr./Mrs./Ms. Guest, during your previous stay, the room you had booked was not available. As a result, we upgraded you to a better room. Offer & Close: I'm glad to hear you liked it. We currently have the same room available, and we are offering it at a special supplement of only AED XXX. It would be my pleasure to reserve it for you if you are interested.
CANCELLATION	Objection: Is there no way around your cancellation policy! Other hotels do not do this! Recognize: I understand how you feel, Mr./Mrs./Ms. Guest. If I were in your position, I would feel the same way. Explain: Since Atlantis is a popular destination resort, once you make a reservation, the room is held for you. This means that if there is a high demand for rooms and we are holding a room for you, we might have to disappoint other customers. Other business hotels in Dubai don't operate in the same way. Offer & Close: I recommend that we book the room quickly to avoid disappointing your family. Alternatively, we can hold the reservation for 2-3 hours while you make a decision. I will call you back after 2-3 hours to finalize the booking. * Lets go ahead to secure this gift for the family. * The week that you have booked is a good deal because just a week after the price has increased. * Already the Atlantis rooms are booked up and soon the Royal Club will be reserved too. * The weekend you have selected is really busy because of the......festival.
CHILDREN POLICY	Objection: What do you mean my 14 year old is an adult!? Recognize: I understand your concern, Mr./Mrs./Ms. Guest. Explain: Children aged 14 and above will be charged adult prices and this includes access to both Aquaventure water park and the Lost World aquarium. Offer & Close: I recommend that we book the room quickly to avoid disappointing your family. Alternatively, we can hold the reservation for 2-3 hours while you make a decision. I will call you back after 2-3 hours to finalize the booking.
MAXIMUM OCCUPANCY	Objection: I am trying to book online for my family of 4 but I cannot! Recognize: Yes, Mr./Mrs./Ms. Guest, I'm very glad to hear that you choose to stay with us. May I ask you a few questions to find out more? Explain: How old are your children? (if the children are above 12 years old) Our rooms are designed with special furnishing and have space for 3 adults comfortably. Offer & Close: Since you have 2 teenagers, I do recommend we book a 2 bedroom suite or 2 separate rooms so that everyone will have a comfortable night rest. Shall we go ahead?
CANCELLATION	Objection: May I explain our retention (cancellation) policy Recognize: This is reserved for you, Mr./Mrs./Ms. Guest. Explain: Any changes or modifications to your reservation must be made _ days prior to your arrival. As your booking is within the next X days, once we have obtained your credit card details, it will be confirmed and any no-shows will result in the full payment for your entire stay being charged to your card. This is because we have reserved the room for you and have to turn away other requests for the same date. Offer & Close: Shall we finalize the reservation?
CANCELLATION FOR SIGNATURE SUITES	Objection: May I explain our retention (cancellation) policy for Signature Suites Recognize: This is reserved for you, Mr./Mrs./Ms. Guest. Explain: These Signature Suites require special preparation. Therefore, once we secure it, we will charge full payment for the duration of stay. Offer & Close: Is that fine with you? Let's confirm this booking and book some other special activities for you.
RATE RESISTANCE	Objection: How come the rate is so high!? I paid AED XXX (e.g. AED 999) last week! Recognize: I appreciate your feedback and understand that you may be feeling frustrated, Mr./Mrs./Ms. Guest. Our summer promotions have received an overwhelming response, particularly during the week before Ramadan. Explain: However, I have good news - we still have a few Deluxe and Imperial Club rooms available that offer great value. Let me provide some information about them. Offer & Close: I would highly suggest that we book this reservation as soon as possible to avoid any disappointment.
MAXIMUM OCCUPANCY	Objection: I want my family of 5 in 1 room! Recognize: Yes, Mr./Mrs./Ms. Guest, I understand that you have little children so you want them to be close by, I would feel the same way too. Explain: However, here in Dubai all hotels are subject to municipality law where we can only place 2 adults and 2 children in each room due to fire safety reasons. Upon check-in, our team at the front office will need to confirm the correct number of people staying and will not be able to provide you the room if we do not have the accurate occupancy. Offer & Close: I do recommend we book 2 rooms so all of you will have a comfortable night sleep. Plus, you will get the access to various attractions free as well.