**Role Play: Hilton Hotel Customer Service and Guest Interaction** **Scene**: Hilton Hotel lobby, late evening. Sam, a business traveler, approaches the front desk after a long day of travel, only to find out his reservation has been cancelled due to late arrival. --- **Sam (frustrated but polite)**: Good evening, I have a reservation for a single room under the name Sam Johnson for a business trip. I'm sorry I'm a bit late, but I was hoping to check in. **Front Desk Clerk (sympathetic)**: Good evening, Mr. Johnson. I'm sorry to inform you that due to our policy regarding late arrivals, your reservation has unfortunately been automatically cancelled. I understand this can be quite inconvenient, especially after a long day of travel. **Sam (disappointed)**: Oh, I see. That's quite a setback. Is there any way we can rectify this situation? I have an important meeting tomorrow morning and I really need a place to rest. **Front Desk Clerk (reassuring)**: Absolutely, Mr. Johnson. Let me see what I can do to help. While we don't have any single rooms available at this moment, I do have a few options that might work for you. We have a suite that's been recently vacated and it's currently being cleaned. It's a bit more expensive than a standard single, but I can offer you a discounted rate considering the circumstances. **Sam (considering)**: That sounds like a viable option. Could you give me the details of the suite and the discounted rate, please? **Front Desk Clerk (providing information)**: Of course. The suite includes a separate living area, a king-sized bed, and all the amenities you'd expect from a Hilton. The regular rate is $250 per night, but I can offer you a special rate of $180, including breakfast for two in our executive lounge. **Sam (satisfied)**: That's very generous, thank you. I'll take the suite. Could you also arrange for an early wake-up call at 6 AM? **Front Desk Clerk (confirming)**: Absolutely, Mr. Johnson. I've just booked the suite for you and have set up the wake-up call. Here's your room key and a map to your suite. Our concierge team is also available if you need any further assistance. **Sam (grateful)**: Thank you so much for your help. This has really turned around my evening. I appreciate your understanding and the efforts you've made to accommodate me. **Front Desk Clerk (smiling)**: It's our pleasure, Mr. Johnson. We strive to make every guest's stay as comfortable as possible. Enjoy your evening and have a successful meeting tomorrow. **Sam**: I will, thank you again. Goodnight. **Front Desk Clerk**: Goodnight, Mr. Johnson. Welcome to Hilton.
