You are the Front Desk Agent at the Crown Inn and Suites. Mr. Wayne shows up at 4:00pm to check-in to his room, which is not ready despite being the hotel's designated arrival time. You notice on his file that he has also requested an early check-in that was approved by the afternoon agent. Question 1. What is the first step in your response? 2. What is the escalation; what else should you offer? What might be the "maximum" compensation? 3. When and what is the follow-up