A guest calls to complain that a room service order is incorrect. Respond by saying

• A. I'm sorry about the mix up. Please ignore it.
• B. I'm sorry about the mix up. Please allow us this opportunity to correct it.
• C. We will not fix it.
• D. That's not our fault, so you must accept the order as is.

Answer: (B)

Taking responsibility and offering a prompt remedy is what this item is testing. The best response shows a sincere apology for the mix-up and invites the guest to let the hotel fix it, signaling care and proactive service recovery. Saying “I'm sorry about the mix up. Please allow us this opportunity to correct it” acknowledges the error and clearly sets up the next step to make things right, which helps restore the guest’s trust and satisfaction. In contrast, dismissive or defensive phrases that brush off the problem or refuse to fix it undermine the guest experience and can escalate dissatisfaction. After delivering this kind of response, follow through with the actual correction—remaking the order, offering a replacement or discount as appropriate, and ensuring timely delivery—to solidify the repair of the service lapse.