Soifer Robert · Nov 6, 2025 · 6:36 PM
Inbound · 04:54 · Planner: Guest Relations · +19178535962 · CSAT 5
“she really sent us stuff that's like $650 a person per night. I mean it was just outrageous numbers.”
By tomorrow (or end of business today), email the Soifers 2–3 mid-range hotel options in safe neighborhoods near the original luxury properties in Stockholm and Copenhagen, each under $300/night, with breakfast included. Confirm the dates (1 night before August cruise departure, 1 night after cruise return) and ask if these alternatives work before they hear back from Kelly.
Full analysis
What happened
Robert and Mrs. Soifer called asking for Kelly, their original planner, but she was unavailable. They had received a quote from Kelly for pre- and post-cruise hotels (Stockholm and Copenhagen) around their Silversea cruise in August, but found the pricing ($650/person/night for luxury suites) unreasonable given their actual need: just one clean, safe, budget hotel for sleeping before boarding and after disembarking, with breakfast included. Agent Chey acknowledged the Silversea markup issue and offered to research comparable but cheaper options in the same neighborhoods. The customer accepted and the agent committed to a response by tomorrow. The call ended positively with the customer thanking the agent.
Emotional read
The customer started slightly frustrated with the high pricing Kelly quoted ($650/night) and the mismatch between their simple one-night needs and luxury offerings. After the agent acknowledged the issue and offered to find cheaper alternatives in the same neighborhoods, the customer's tone warmed noticeably—they became collaborative and grateful. Mrs. Soifer (who joined mid-call) was clear-headed and practical about their actual needs.
Emotional arc through the call
Customer started mildly frustrated with the pricing mismatch and skeptical of Pavlus's offering, then warmed up after the agent validated their concern and committed to faster, cheaper alternatives.
How customer sees Pavlus
- negative · Kelly sent outrageous luxury hotel quotes at $650 per person per night when customers only needed simple one-night budget accommodation
- positive · Agent Chey acknowledged the pricing concern, explained Silversea's markup practice transparently, and committed to finding better-value alternatives quickly
Process friction
- initial hotel recommendations from Kelly were misaligned with customer's stated needs and budget
Value perception
Customer expressed doubt about Pavlus's hotel pricing advantage, noting Kelly's quotes at $650/night were excessive and hinting that Silversea 'always marks up their hotels pretty high.' They are willing to test Pavlus's ability to deliver better value by finding mid-range alternatives.
Customer behaviors
pushing back on luxury upsell for a practical one-night needcomparison-shopping implicitly (questioning if Pavlus can beat Silversea markup pricing)consolidating their specific requirements (clean, safe, breakfast, budget, same neighborhoods)
Topics & signals
| Topics | pre-cruise hotel in Stockholmpost-cruise hotel in Copenhagenhotel pricing concernsbreakfast inclusionone-night stayscity highlights excursions |
|---|---|
| Destinations | StockholmCopenhagen |
| Cruise lines | Silversea |
| Buying signals | already booked cruise with Taylor on Silversea for Augustwilling to proceed with pre- and post-cruise hotel planningconfirmed breakfast inclusion preferenceaccepted agent's offer to research alternatives by tomorrow |
| Objections | Kelly's initial hotel quotes at $650 per person per night felt excessivedoes not want luxury suites, just clean safe budget-friendly optionskeptical that Pavlus hotels are better value than booking direct |
Analyzed 2026-05-24 04:45:14 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,458 chars)
Agent (Chey Cherry): Good morning. Thank you for calling Pavlus travel, this is Jay speaking. Customer: Hi, is Kelly available? Agent (Chey Cherry): Kelly let me see. Agent (Chey Cherry): Not at the moment it looks like she's an eighteen meeting. Is there anything I can help with? Customer: Well, she sent us a letter we booked a cruise with Taylor to stock, home to from stock on to cop in, in August and Kelly reached out to us to book pre and post hotels. So we wanted to go over it with her. I mean do you do that or she wait for her to call us back. Agent (Chey Cherry): Let's see. So she sent you guys a quote already. Customer: Yes. Customer: To start the conversation not a firm quote and we haven't decided if we want to go with, we have questions about it. Agent (Chey Cherry): Okay, here is the email. Agent (Chey Cherry): Oh, for so it's through. Silversea okay, yeah, so I have that email here. How can we help? Customer: Well, I appreciate. We just need one night. We do not need to be honest. Luxury suites the prices initial, actual we're fine till I read it was per person. So we would like recommendations of hotels I guess in the area of the two that she mentioned at her and the Angela terra in those cities I guess they're nice neighborhoods. I would presume so but and to be honest half the price you mentioned but a clean nice hotel it's just for one night at the beginning and one night at the end. Customer: So, I was wondering what you guys could come up with. It's clean nice it does not have to be a sweet has to be in a safe neighborhood. Agent (Chey Cherry): Okay. Yeah, we can work on that. We'll have to do some research on the options but we can get that and get back to you neighborhood near those hotels. Okay, what about breakfast? Do you want breakfast to be included if possible? Customer: Yes. Customer: Please. Agent (Chey Cherry): Okay, okay. Agent (Chey Cherry): Alrighty, so we can get started on that. So I'll take a look at it and it'll either be me or Kelly following up with you regarding this. Customer: Thank you. Hi, this is misses. So now on the line what we're doing is the day before our cruise leaves is why we're staying a day in stock home and a day after we. Customer: Staying in Copan Hogan just for one day for the purpose of seeing the highlights of each city that's in one day of, of, of an excursion, that's it and so we just need a hotel room to go to sleep when we're done with the excursion on the days before we get on the shift, and the day after we get off the shift. So, that's why we're not really looking for anything fancy it's just to see the city and then either get on the crew ship or get off of the glue ship, and that's it. Agent (Chey Cherry): Okay. No, that makes sense. Alright, so we'll take a look at that and, and we should have that answer for you shortly hopefully by tomorrow we should have it at the latest. Customer: Mm-hmm. Customer: Okay, that's good. We thank you for that but I mean she really, she really sent us stuff that's like $650 a person per night. I mean it was just outrageous numbers. Agent (Chey Cherry): Mm-hmm. Agent (Chey Cherry): Oh, yeah. That's silvery always marks up their hotels pretty high. So that's, it's not much to do with that one. But, yeah, we'll find you guys something in the area. Customer: Yeah, great. Great. Okay, thank you kindly. Agent (Chey Cherry): Alright, my pleasure. You guys have a good one. Customer: Thank bye-bye bye.