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Handling Overbooking Without Unduly Angering Guests

It happens – you realise you’ve overbooked your hotel, and a guest, or guests, will need to be walked. Whether a guest decided not to check out, or a room is unavailable for some reason, you have more reservations than rooms to accommodate them. You’ve triple-checked and you’re sure – no duplicate reservation, no spelling mistake, no cancelled reservation.

When deciding who to walk (who to relocate to another accommodation), the best thing to do is have a few firm principles you and your staff follow.

Never walk family members of other guests staying at the hotel. Members of groups staying at the hotel usually have a no-walk clause written in their deal if they’re savvy, but if not, don’t do it anyway. VIPs don’t get walked, that’s a perk of being a VIP. Also, don’t walk guests who are staying more than one night.

So of the guests who are left, corporate travellers usually are the best ones to go, according to hotel industry observer Alicia Hoisington. They’re not personally paying for the rooms, and if it’s done with grace, speed and tact, it won’t be a negative experience for the guest. They understand business, these things happen. It probably won’t be the first time it’s happened to them either.

Make sure you find alternate accommodations quickly, as in before the guest comes in the door. They don’t want to be waiting around in the lobby while you’re trying to find them another room.

And as with any situation involving inconvenience to a guest, be empathetic, be understanding, and be prepared to take a bit of guff that the guest will probably be sorry for the next day.

Walking a guest is an unfortunate necessity but handled quickly and courteously, it doesn’t have to leave a negative impression in the guest’s mind.