Guest waited 15 min for us to check-in, should I compensate him?

[Bruna-and-Siana0]

Hi guys, we had a missunderstanding and our guest had to wait 15 minutes to check-in. We usually offer self check-in but today we screwed it up and the guest had to text us and wait until we came. It was only 15minutes. This is the first time it happens and we feel bad, althought he guest seemed understanding.

We were thinking to offer him a nice free breakfast but he is going to a fancy breakfast with his company. Do you have any other suggestions? If we were you, would you do anything to compensate for the inconvenience? 

[Sarah977]

How about a bottle of wine with a little card attached- "Sorry about the check-in mix-up, hope you like red".  (Or white, as the case may be)

I don't think you have to compensate him, but it might fend off a lower check-in rating.

[Bruna-and-Siana0]

This is a great idea @Sarah977. But some cultures don't drink alcohol, I dont wan't to screw it up more. Maybe a box of chocolates is a safer option. 

Since we advertise self and flexible check-in, I feel bad not doing anything.  Lot of guests book with us because of the flexible check-in (we live in Silicon Valley, everybody is so busy here). We got two 4* ratings recently (we usually get 5*) and I don't want a third one! It will look bad for future bookings. 

[Sarah977]

@Bruna-and-Siana0   You're right, and I was actually trying to come up with alternatives to the wine, as I know some people don't drink, even disregarding culture, but my brain was on "it's been a long day" mode 🙂

[Jessica-and-Henry0]

@Bruna-and-Siana0

Agree with @Sarah977 - don't think a refund is necessary but a bottle of wine or maybe a nice box of chocolates or a treat (something local?) that he can take to the office and share or take back home might be nice 🙂