Final answer:
If a booking is within a penalty period, changes usually incur a fee, but it depends on the booking and promotional policy whether a new, lower rate can be honored. Checking the policy and considering customer loyalty are key aspects of determining if the new rate can be applied to a past guest's booking.
Step-by-step explanation:
When a guest who booked a stay using a past guest promotion inquires about a rate decrease, the specific terms and conditions of the booking and the promotion need to be reviewed. In the hospitality industry, rates can fluctuate based on demand, promotions, and time of booking. If the booking is within a penalty period, it typically means that any changes or cancellations will incur a fee. However, some companies have policies that allow price adjustments to honor a new, lower rate even within the penalty period, especially if it might maintain customer loyalty and satisfaction.
It's essential to check the booking policy of the promotion to see if rate adjustments are possible. If the policy allows for it and the customer service team deems it beneficial for maintaining good customer relations, it might be possible to honor the new rate. If, however, the booking terms were clear about the rate being non-changeable during the penalty period, then the original rate may have to stand. Every case can be different, so having a conversation with the customer while referring to the exact terms will guide the decision-making process.