You are the manager of a luxury hotel in Atlanta. A representative from the National Association of Engineers $($NAE$)$ contacted you last year to reserve a large ballroom for the organization$$s annual conference. He reserved the room by sending a check for $10$ percent of the total room rental. However, you have not been able to contact him since. The conference is scheduled for next month. Another group has requested use of part of the conference space. Since you have not been able to reach the representative from the NAE, you booked the alternative function, refunded the NAE deposit, and canceled the reservation. Now the NAE representative is on the phone threatening to sue you and the hotel.

How should you respond? Check all that apply.

Explain why the problem occurred and what you did to resolve it$.$

Ask the representative to call back when he is no longer upset.

Tell the representative he is to blame and hang up the phone.

Describe the problem and apologize.