Overbooking - What do you do to keep your guests calm or even smile?
There are various solutions to this unpleasant issue for you as a hotel manager. The following paragraphs describe how a general manager made me say that I have been “really lucky” that he had an overbooking.
Once I went to Dubai (UAE) with my wife, my sister and a friend. We booked a couple of days in a relaxing resort, and the shuttle service of the resort should have picked us up at the airport. That was the plan.
As soon as we received our luggage and stepped out of the security area, we met the reservation manger and the shuttle-bus driver of the resort we’d made a reservation with. The reservation manager told us that there’d been an overbooking and that the resort had to transfer us to another lower class resort. A resort that did not have the same amenities and did not look as nice as the one we had booked.
He apologized a couple of times and said that we would stay in the other...