Hotel Overbooking
The fact of the matter is that almost regularly, hotels will register more guests than there are available rooms in hopes that one or more guests will cancel or shorten their stay. This supply and demand brings in more revenue for hotels because the last minute cancellation proves to be an instant gold mine for the hotel. Actually, depending on how you see the glass (half empty or half full), hotels are doing consumers a favor by increasing rooms and marketing a sale beforehand.
Consumers shafted by overbooking are not under special protection by law, say like, with what happens when an airline happens to overbook. Nevertheless, it is a contract between consumer and said hotel; therefore, it should be honored. Overbooking happens for a number of reasons – guests do not arrive within the confines of their reservation, guests check out sooner than anticipated, an employee makes a scheduling mistake, electronic miscommunication, or some other reason, like a “mystery” cancellation.
In return, hotels will come up with a zillion and one excuses as to why the overbooking is not their fault though it is your problem. Hotel management might say that they do not have your name in their system, you booked with the wrong hotel, you canceled your stay, they never received confirmation, or that you booked with an employee who doesn’t have authority to book guests in the first place.
What you can do about it:
When making a reservation by phone or when verifying a reservation, speak clearly to the hotel receptionist so that there is no confusion when booking your room. Do not assume that the information has been gathered properly until you have received an email, fax or some other confirmation of registration.
Call in advance to verify when the check-in and check-out times are because times vary between hotels. Inquire, too, about the method of payment or what the process is if you prefer to pay by cash instead of credit. Bring a copy of the receipt or online confirmation number with you. Or, ask for it to be faxed. Always check with the hotel, days in advance, to make sure your stay is planned as scheduled and confirm your arrival time.
What hotel management should do about it:
If there aren’t any rooms available, ask the hotel’s management to accommodate your stay at a nearby hotel. The first night should be a complimentary stay, courtesy of the initial hotel presenting the overbooking, and then the hotel should also front costs of transporting you to a newer hotel. In many situations of overbooking, that is realistically the last option. A customer should be reimbursed of any added expenses, including differences in pricing. If a hotel refuses to comply or lend a suggestion to your debacle, file a formal complaint complete with receipts for future reimbursement. Also, if management opts to place you in a lesser quality hotel, you have the right to refuse it. Hold your ground and stand up for yourself in favor of a better alternative.