Soifer Robert · Nov 6, 2025 · 6:36 PM
Inbound · 04:41 · Planner: Chey Cherry · +19178535962
“She really sent us stuff that's like $650 a person per night. I mean it was just outrageous numbers.”
By end of business tomorrow, send Robert and spouse a curated list of 3–4 clean, mid-range hotels (under $300/night) near the Stockholm Old Town and Copenhagen city center with breakfast included, explicitly noting price per night and positioning as optimal for brief pre/post-cruise city exploration.
Full analysis
What happened
Robert and his spouse called seeking to discuss pre- and post-cruise hotel options for their August Silversea cruise departing from Stockholm and ending in Copenhagen. Kelly had sent them an initial quote for luxury hotels at $650 per person per night, which the customers found excessive. They explained they only need one night in each city for brief city highlights excursions before and after the cruise, not luxury accommodations. The agent (Chey) acknowledged the pricing was high (blaming Silversea's markup), agreed to research more modest but clean, safe hotels in similar neighborhoods with breakfast included, and committed to following up by the next day. The customers seemed satisfied with this resolution.
Emotional read
The customer started somewhat frustrated by Kelly's high-priced hotel quotes, characterizing them as 'outrageous numbers.' By mid-call, they warmed considerably once the agent acknowledged the pricing concern and offered to research alternatives, becoming cooperative and appreciative. They ended the call in a positive, satisfied tone.
Emotional arc through the call
Customer began visibly frustrated with Kelly's expensive quotes, then warmed noticeably once Chey validated their concern and committed to finding alternatives.
How customer sees Pavlus
- negative · Kelly sent 'outrageous' hotel quotes at $650 per person per night that didn't match the customers' actual needs or budget
- positive · appreciated Chey acknowledging the pricing concern and offering to research better-value alternatives in the same area
Process friction
- Kelly's initial hotel quote was misaligned with customer's actual needs (one-night stays, not luxury suites), suggesting insufficient discovery upfront
Value perception
Customers are skeptical of Silversea's hotel markups and prefer to get Pavlus recommendations for more moderately priced options. They implied Pavlus could add value by sourcing better-value hotels than what Kelly initially proposed, but only if priced sensibly for their actual one-night use case.
Customer behaviors
explaining their actual travel pattern and use case in detailexpressing price sensitivity and value consciousnessdeferring final decision pending receipt of better hotel optionswilling to work with agent once concerns were acknowledged
Topics & signals
| Topics | pre- and post-cruise hotel arrangementshotel pricing and valuecity highlights excursionsbreakfast inclusion |
|---|---|
| Destinations | StockholmCopenhagen |
| Cruise lines | Silversea |
| Buying signals | already booked cruise with Taylor for August through Silverseaactively seeking alternative hotel options in same neighborhoodsconfirmed breakfast inclusion is important to them |
| Objections | Kelly's initial hotel quotes too expensive at $650 per person per nightonly need one night hotel stays, not multi-night luxury packagesconcerned about luxury suite pricing not justified for brief stay |
Analyzed 2026-05-24 04:45:02 by claude-haiku-4-5-20251001. Confidence 0.92.
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.