Every person who patronizes a hotel is looking for exceptional customer service and deserves accommodations when needed. Often there may be some questions in guest services on how to appropriately offer dignified services to patrons, who may have unique needs. Those needs are individualized and should be taken into account when preparing your services accordingly. Let me start by telling you a story which will shed some light on how to approach the issue in a practical way.

In my recent articles, I've written about how I enjoy staying in 5 star hotels. Just recently my travels brought me to another one which I'd hoped would give me all the amenities as outlined in their brochures and on the hotels web page. However, it was just the opposite. In making reservations, I requested a suite. Since the reservationists completed my request by sending me a confirmation for my stay, I assumed everything was set. Instead, it was one big inconvenience as the hotel did not have wheelchair accommodations for suites at this particular location. The check-in was longer than expected and it was one which made me want to cancel all together.

First of all, the receptionist was not willing to work ...