What To Do When a Guest Refuses to Pay
A simple step-by-step guide for all Grand Coastal Hotel staff 👇
Step 1
Server: Call Your Supervisor Immediately
✅ Do This
Stay calm. Alert your Supervisor right away.
❌ Not This
Do NOT argue or raise your voice with the guest.
Step 2
Supervisor: Find Out What Happened
Listen to the guest
Approach calmly. No blame, no raised voices.
Consult Head Chef & Service Manager
Review menu, pricing, and what was ordered and consumed.
Document the decision
If guest is at fault, record it as a deliberate refusal.
Step 3
Security: Prepare Before Approaching
📷 Record the vehicle first
Note the license plate before approaching the guest.
🎥 Activate body camera
Camera must be ON before making any contact.
Step 4
Security: Speak to the Guest — Firmly but Calmly
Say This
"Failure to pay is a criminal offense. Police will be contacted."
Never Do This
No touching, no threats, no cursing — ever.
Step 5
Still Refusing? Call the Police
01
Contact Maria Parsram
She holds the police contact list — Superintendent Dufu's unit.
02
Share full details
Guest name, vehicle info, behavior description.
Step 6
If the Guest Tries to Leave
Position nearby
Security may stand near exits to discourage departure.
No blocking or touching
Never physically stop a guest — ever.
If they drive off
Record plate, vehicle description, and all details immediately.
Step 7 & 8
Write the Report & Blocklist the Guest
Incident Report
Time, staff, guest statements, footage, plate — submit to Admin & GM.
Blocklist
Front Desk Manager tags the guest profile. Banned from future stays.
Key Contacts
Service Manager
Troy Satrohan
Head Chef
Fabio Sarmiento
Admin & HR
Maria Parsram — holds police contacts
Security Supervisor
Javid Khan
Police contact: Superintendent Dufu's team — numbers kept by Maria Parsram.
Remember: Stay Calm. Follow the Steps. Protect the Team.
🧘 Stay calm
No arguments, ever.
🚫 No touching
Never restrain a guest.
📋 Always report
Every incident must be documented.
Share this with your team so everyone is prepared! 💪