| Hotels may offer excuses that they have to oversell | | | | problem, but what will you do to get me a room |
| to make up for the losses from the growing number | | | | right away?" Remember, this is not your fault and |
| of travelers who make reservations but never keep | | | | the hotel should never have let it happen. |
| them. They may tell you that some guests did not | | | | Don't be afraid to ask for what you want. Suggest |
| check out as planned, or that certain rooms require | | | | that the hotel put you in a more expensive room or |
| repairs or renovations. Many states can now impose | | | | suite at the guaranteed room rate. The hotel might |
| fines against hotels that regularly overbook. Unlike | | | | also provide you with additional discounts, restaurant |
| airlines, hotels have no right to confirm more rooms | | | | vouchers, or other incentives. If any of these |
| than they have available. | | | | happen, always remember to check your credit card |
| In very rare cases, two hotels may work together in | | | | statements to be sure you were not charged the |
| bait and switch tactics, accepting your overbooking | | | | inflated rates and as always, keep your receipts. |
| at one hotel so that you can be referred, at your | | | | Let the hotel know that you understand your rights. |
| expense, to a more expensive hotel down the | | | | Write down names and titles of all the hotel staff |
| street. The second hotel then shares a portion of the | | | | you deal with on the issue, as well as the reasons or |
| revenue with the first. If this happens to you, you | | | | excuses they give you for the overbooking. |
| should immediately file a complaint with the attorney | | | | Be flexible and creative. Ask the manager if he or |
| general of the state in which the hotel is located. | | | | she has other options available, like staff rooms, |
| If you have a confirmed or guaranteed reservation | | | | rooms that are not yet made up, or even a rollaway |
| and you have met all of the conditions of the | | | | bed inside a meeting room (at a greatly discounted |
| reservation, such as arriving on time, the hotel is | | | | rate, obviously). |
| required to take every reasonable step to take care | | | | You will have much stronger rights with a guaranteed |
| of you. | | | | reservation than with a confirmed one, since you |
| When a hotel has overbooked, follow these | | | | have literally guaranteed payment for the room. If |
| suggestions to assist in getting a room. | | | | the hotel does not hold a room for you, it has |
| Remain at the front desk and firmly demand a room. | | | | breached its contract with you and must take all |
| Do not agree to step aside so other guests can be | | | | reasonable steps to secure you a similar room within |
| checked in. This makes you a less pressing problem | | | | the hotel or a comparable (or better) hotel nearby. |
| for the hotel. Standing your ground makes you more | | | | The hotel may be required to pay for the first night's |
| of a problem and thereby increases the chances of | | | | lodging at a nearby hotel (called walking), provide free |
| the hotel resolving your problem quickly to avoid a | | | | transportation to the other hotel, pay the difference |
| scene. | | | | in rates (if the other hotel is more expensive) for the |
| Ask immediately to speak with the front desk | | | | remaining nights of your reservation and/or arrange a |
| manager or the general manager - someone with the | | | | long-distance phone call to let your family and/or your |
| authority to make decisions to take care of you. | | | | office where you are now staying. |
| Don't lose your temper. Instead, be polite but | | | | Many of these services may not be offered |
| insistent. Regardless of the excuses you may be | | | | voluntarily, so be prepared to insist, politely but firmly, |
| given, the best question you can ask over and over | | | | on fair compensation for the hotel's overbooking |
| again is "I understand there's an overbooking | | | | mistake. |