(It’s 9 pm and the hotel is sold out. A guest calls from the 8th floor. Note: our rooms have exterior entrances.)

Me: “Front desk, how can I help you?”

Guest: “I was wondering, do you had any rooms on a lower floor? My grandson is only two, but he can reach the safety lock. He keeps trying to go outside.”

Me: “The only rooms we have available tonight are on the 6th floor. I can set you up for a room transfer tomorrow, if you like?

Guest: “That would be great!”

Me: “I’ll look for one all the way to the ground floor. Is that okay?”

Guest: “That would be fine, thank you. I just don’t want my grandson getting outside, you know.”

Me: “Okay, I’ll go ahead and set you up for that. But just to let you know, the ground floor hasn’t been renovated yet. The room is going to be a little outdated. The renovation has only reached the 6th floor.”

Guest: “Oh really? You know what? Packing all my things up might be a little difficult. It’s okay, never mind!”