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What should I do if I have a double-booking?

Updated 3 months ago
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If you have more than one guest confirmed for the same room for the same date, this is considered a double-booking.

Although this situation isn’t ideal, we understand mistakes happen. The best—and easiest—way to resolve this is to try accommodating the guest in another room, of a similar (or better) category.

If this isn’t possible, take a look at this advice:

1. Try to find accommodations nearby that are of a similar (or better) standard. If you need help with this, our Customer Service Team is available 24 hours a day.

2. Remember to inform Customer Service of the double-booking by contacting us through the inbox tab of the 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, try to find alternative accommodations 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 still try to find alternative accommodations as quickly as possible, so you find a reasonably priced alternative.

Additional Costs:

As part of the guest’s relocation, you should provide private transportation to the new accommodations. Any other reasonable costs should also be reimbursed (e.g. cost difference between your property and the alternative accommodations, transportation, phone costs, etc.).

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