Honest Selling & Rate Integrity
How reservations and sales speak truthfully about inventory, views, and inclusions.
Allowed
• Accurate rate quotes with inclusions and cancellation
• Preferential language: “I’ll request a high floor and note the preference”
• Upselling only when it enhances the guest’s stated purpose
Not allowed
• Guaranteeing a specific room number or unblocked view
• Hiding mandatory fees when asked about total cost
• Describing facilities that are closed, renovated away, or not offered
• Matching “competitor rates” from memory without verification
Script when you cannot guarantee
“I can’t guarantee a specific room number, but I will note a quiet high floor and ocean-orientation preference and our team will do everything possible to honor it. You’ll see the note on your profile.”
Recovery if a promise fails
Disclose promptly, own it, fix or elevate, follow up. Hiding the miss is an ethics fail and a Forbes recovery fail.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.