What is the best way to handle a double-booked reservation?

1 Acknowledge the mistake

The first step to handle a double-booked reservation is to acknowledge the mistake and apologize sincerely to the affected guest. Do not try to blame someone else or make excuses. Explain the situation clearly and honestly, and show empathy for their frustration or inconvenience. You can also offer them a complimentary drink, snack, or amenity while you try to resolve the issue.

2 Find an alternative

The next step is to find an alternative accommodation for the guest, preferably within your own property or network. Check your availability, inventory, and occupancy, and see if you can upgrade them to a better room or suite, or move them to a different location or property with similar or higher standards. If you have a partnership or agreement with another hotel or hospitality business, you can also contact them and ask if they have any vacancies that match the guest's needs and preferences.

3 Compensate the guest

The third step is to compensate the guest for the inconvenience and disappointment caused by the double-booking. You can offer them a discount, a voucher, a refund, or a loyalty program benefit, depending on the severity of the situation and your policies. You can also provide them with free transportation, breakfast, or other services that can enhance their experience and satisfaction. Make sure to communicate the compensation clearly and confirm it in writing.

4 Follow up with the guest

The fourth step is to follow up with the guest after they have checked in to their alternative accommodation. You can call them, email them, or send them a message, and ask them if they are happy with the solution, if they need anything else, or if they have any feedback or suggestions. You can also thank them for their understanding and patience, and invite them to stay with you again in the future. This can help you rebuild trust and loyalty with the guest, and show them that you care about their satisfaction.

5 Review the cause

The fifth step is to review the cause of the double-booking and identify what went wrong and how to prevent it from happening again. You can analyze your reservation system, your staff training, your communication channels, and your booking policies, and look for any gaps, errors, or weaknesses. You can also solicit feedback from your staff, your guests, and your partners, and learn from their insights and experiences. You can then implement corrective actions, such as updating your system, improving your training, streamlining your communication, or revising your policies.

6 Learn from the experience

The sixth step is to learn from the experience and use it as an opportunity to improve your service quality and customer satisfaction. You can document the incident, the actions taken, the outcomes achieved, and the lessons learned, and share them with your team and your management. You can also monitor your performance, your reviews, and your reputation, and see if you have improved your handling of double-booked reservations. You can also celebrate your successes, recognize your efforts, and reward your achievements.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?