What is overbooking?

1. Definition of overbooking: Overbooking refers to when the hotel is fully booked, appropriately increasing the number of rooms in excess of the hotel’s existing rooms to make up for the lack of room, temporary cancellation, or Possible loss of vacancy due to departure from the hotel. 2. How to deal with overbooking: 1) Methods such as adding extra beds within the same group to reduce the number of rooms occupied, changing suites to standard rooms, renting slightly damaged rooms at a discount, etc. are all available; 2) Only certain types of room reservations can be upgraded. 3) Strengthen cooperation with local hotel counterparts. Once overbooking occurs and overload occurs, guests can be arranged to temporarily stay in hotels of the same grade and type with business cooperation relationships. Specific operations: a) For non-guaranteed reservations: such as If the guest does not arrive before 18:00, the room will not be reserved; if the guest arrives earlier than 18:00 or the time agreed by both parties, the hotel will allow the guest to check in first if there is a room available. If there is no room, the hotel will be responsible for arranging the guest to a nearby hotel of the same grade; b) For guaranteed reservations: Try to lock the room number in the morning shift. If it is confirmed that there is no room, the hotel will be responsible for arranging the guest to a nearby hotel of the same level (requires guest approval) to stay temporarily for one night. If the room exceeds the original reservation price, The difference will be borne by the hotel. The guest service manager should apologize to the guest. The hotel should also return the deposit paid by the guest to the guest and strive to do a good job of promoting the hotel. If the guest agrees to return to the hotel the next day, the guest service manager should Confirm the specific time with the guest to pick him up and upgrade the guest to VIP. In addition to UP-GRADE the room type, thank you letters and welcome fruit baskets should also be placed in the room.