How to handle a hotel guest bumped off due to an overbooking situation?

The guest should always feel that they are being offered a better deal. Give an upgrade for the next stay or offer a different kind of compensation (e.g. a massage or a bottle of wine). Call the guest the next day to apologise again and check how they are doing.



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Try to inform the guest about the overbooking before arrival, to prevent disappointments when they arrive. If you can tell them beforehand, the frustration is likely to be less. You can also try to encourage the guests to look for another place to stay themselves, of course, with your assistance when needed.

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To prevent overbookings, the setup instructions must be followed at every step of the process (from PMS to booking site). If you miss one detail, this can lead to errors. A good channel manager also ensures that all data is updated in real-time when a change takes place, reducing the chance of overbookings.

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Loss of customer loyalty. Risk of denied services from OTAs and channels if overbooking occurs too often. Impact of costs of compensation and refunding.

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When Your Hotel Is Overbooked, You Might Be 'Walked' to Another. The term in the travel industry is “walked.” That's when a hotel tells a traveler with a confirmed reservation that it does not, in fact, have an available room and instead books a room for the guest at another hotel. “Walking” is not new.

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Hotels know this, and most are quick to remedy an overbooking situation and get you into another room as quickly as possible. Why? Because bad reviews and angry customers can destroy a hotel's reputation. In most cases, your overbooked hotel will arrange a different room for you at a nearby alternative hotel.

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If there are not enough passengers who are willing to give up their seats voluntarily, an airline may deny you a seat on an aircraft based on criteria that it establishes, such as the passenger's check-in time, the fare paid by the passenger, or the passenger's frequent flyer status.

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When two people stay in a hotel room that is only reserved for one, the hotel may charge an additional fee for the extra person. This fee is often referred to as a double occupancy or extra person fee.

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Hotels typically have a policy in place to ensure that guests are not bringing extra people into their rooms. This is usually done by having the guest sign an agreement at check-in stating how many people will be staying in the room and requiring them to show identification for each person.

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The court observed that there is no landlord-tenant relationship between a hotel and its guest. “When a guest is obnoxious for some reason, he may be forcibly removed without resort to legal process, provided no more force is used than necessary”.

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The risk that expected cancellations might not take place and some guests might not find available their reserved rooms is the reason why overbooking is considered a controversial practice, unethical for consumers.

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Whether the double booking is considered illegal depends on the jurisdiction and the specific context. In the vacation and short-term rental industry, double booking itself is not typically illegal. However, it can lead to legal issues and disputes if it results in financial harm or breach of contract.

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