Clear and conscious communication is very important. Try to keep it not-personal and explain that it is policy and you are just executing the policy of the hotel. Of course, it is still very important to explain that you’re respecting the cultural background of the guest and stay respectful, calm and friendly.

Be aware that each situation is unique and requires a flexible approach. The most important lesson is that you have to keep striving for a solution that respects both the interests of the guest as well as the hotel.

Be careful with humour/jokes as a way to clear the air: when the guest is very angry or frustrated, humour might not be the best solution to de-escalate the situation. It can even be experienced as unsensitive or unprofessional. So, while humour can be very beneficial in some situations, when in doubt, play it safe and stay professional and respectful.