A toilet overflowed in a family room, damaging the room and their belongings. Please make a list of things you can do in the restaurant to help improve the family's perception of the hotel. Remember the things you've heard about this family: They're tired and hungry and depressed. The kids are bored and grumpy. The cost of their dinner has been paid by the housekeeping department. What else can you do?

Remember, service recovery doesn't have to cost the hotel money. List as many ideas as you can think of, and make sure to categorize them according to which ones cost the hotel money and which ones are free.