How is an example of how to apologize to a guest for a mistake?

• A. Blame the guest and offer a partial discount.
• B. Apologize but refuse to fix the issue.
• C. Sincere apology, take ownership, offer to correct the issue, and follow up.
• D. Ignore the complaint and move on.

Answer: (C)

When a guest experiences a mistake, the best response is a sincere apology that takes ownership, followed by fixing the issue and checking back to ensure they are satisfied. This approach shows empathy and accountability, and it actively restores the guest’s trust by demonstrating you’re committed to making things right.

A genuine apology acknowledges the lapse and the impact on the guest, then takes responsibility rather than shifting blame. Offering to correct the issue provides a concrete remedy, so the guest sees a clear path to resolution. Following up after the fix confirms that the guest is satisfied and helps prevent future recurrence by learning from what happened. This sequence—apology, ownership, remedy, and follow-up—embodies effective service recovery and preserves guest loyalty.

Blaming the guest or offering only a partial discount misses the opportunity to resolve the problem and repair trust. Apologizing without fixing the issue leaves the guest dissatisfied, and ignoring the complaint signals a lack of care.