It s a shame that this company forget the Human side in their Business and are not willing to answer a phone call to help their guests when they are not able to enter in their Room which is the core of your Business.
You should plan to include what touchpoints will involve human interactions when there is Major Problems like for guest not being able to enter in their Room !
You have 3 lockers to enter in rooms this problems already happened and will happen again in the future !
Just wanted some help because wasn t able to enter in mine after hours and had a meeting !
The only interaction was by MESSAGES no Human no Emotions just Business...