If you have more than one guest confirmed for the same room for the same date, this is considered an overbooking.
Although this situation isn’t ideal, we understand that mistakes can happen. The best — and easiest — way to resolve this to try and accommodate the guest in another of your rooms, of a similar or better category.
If this isn’t possible, have a look at the advice below:
1. Try and find accommodation nearby that’s of a similar (or better) standard. If you need help with this, our Customer Service Team are available 24 hours a day.
2. Remember to inform Customer Service of the overbooking by contacting us via the inbox tab in your Extranet, or call your local customer service number. The sooner you get in touch, the sooner we can help find a solution.
If the guest has already arrived, or is arriving in the next 24 hours:In this case, we would ask you to find alternative accommodation within 30 minutes. It’s best to act as quickly as possible, so you can find a reasonably priced alternative.
If the guest is arriving in 24 hours or later:
You should try to find alternative accommodation as quickly as possible, so that you find a reasonably priced alternative.
As part of the guest’s relocation, we would ask you to provide private transport to the new accommodation. Any other reasonable costs should also be reimbursed, for example, cost difference between your property and the alternative accommodation, transport, phone costs to the guest, etc.