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 one of your rooms, of a similar or better category.
If this isn’t possible, we ask that you cover the cost of relocating the guest to nearby accommodations of a similar (or better) standard. If you need help with this, our Customer Service Team is available 24 hours a day.
Once the guest has been relocated to suitable accommodations, we’ll cancel the original booking.