Guests check into a hotel with a quoted rate of $100 and a confirmation email, but upon arrival higher rates appear and only more expensive rooms are available. How should the situation be handled?

• A. Check them into a $145 room at the $100 rate
• B. Upgrade to a nicer room and charge the lower rate
• C. Cancel and rebook at the higher rate
• D. Explain the rate discrepancy and have them choose

Answer: (A)

When a rate is confirmed in writing, that price is binding for the guest’s stay. If, at check-in, only more expensive rooms are available, honoring the quoted rate by placing the guest in the best possible room at that price is the strongest, most guest-friendly approach. Upgrading to a nicer room at the same rate gives the guest added value without charging them more, which helps preserve trust and turns a potential frustration into a positive experience. It also avoids the negativity that comes from charging more than promised or forcing a rebooking at a higher rate. Explaining the discrepancy is fine, but the priority should be to fulfill the quoted rate and offer a solid, agreeable option that reflects good service recovery.