What would you do if you double booked a room and you are at full capacity?

If you accidentally booked two hotel rooms on the same reservation dates, the best thing to do is contact the hotel directly as soon as possible. Explain your situation and ask if they can cancel one of your reservations or combine them into a single room.



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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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When the hotel cannot accommodated a walk-in guest, the front office agent can make the situation a little easy for the guest by suggesting and providing directions to alternative hotels nearby. The front office staff can even call other similar hotels and help the guest to make reservation.

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If the hotel staff finds out that you have extra guests, they may ask you to either pay an additional fee for the extra guest(s) or upgrade to a larger room that can accommodate everyone. In some cases, they may also ask you to leave the hotel if the number of guests exceeds the maximum allowed.

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By saying that the hotel is full, they can charge higher rates for any remaining rooms and increase their revenue. Additionally, hotels may also be trying to create a sense of urgency in potential customers so that they book quickly before all the rooms are gone.

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Although double scheduling is not prohibited, it can be viewed as unethical, especially in the medical industry.

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Always respond amicably and treat your guest well. Understand they want - empathy, apology. Respond with an apology and pay attention to what your guest has to say. An apology will calm down an agitated guest and you'll be able to address the problem well once you understand the issue.

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Consequently, a bad overbooking strategy can cause a lot of damage and a whole lot of stress: from guests to associates. It often leads to bad online reviews, harm to your online reputation, financial loss, and “real-life” complaints. Nevertheless, a good overbooking strategy can bring many benefits.

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