International Journal of Business and Economics Volume 16, No. 2 September, 2017

Unexpected Wedding Present

Jacqueline Vidal

Universidad de Navarra, Spain

Pedro Mir Bernal

Universidad de Navarra, Spain

Abstract

A happy couple is having their wedding at a beach resort on an island near the coast of Venezuela. After the wedding party, the customers take their things from their rooms and ask for the key to the honeymoon suite they have reserved. The receptionist tells them that they have no reservation for the room and that it is not available. The groom asks for a different suite at the resort's expense since someone failed to make their reservation correctly. How should the resort management handle the issue?

Keywords：compensation, service failure, reservation.

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