You're dealing with overbooking in peak tourist season. How do you decide which guests to prioritize?

1 Loyalty Matters

When you're faced with overbooking, consider the loyalty of the guests. Frequent visitors or members of your loyalty program have invested in a relationship with your establishment, and acknowledging this by prioritizing them can reinforce their loyalty and encourage future visits. It's a delicate balance, but rewarding those who consistently choose your services can be a smart move. Offering upgrades or other incentives to loyal customers who might be affected by overbooking can also help maintain goodwill.

2 VIP Guests

Prioritizing VIP guests is another approach when dealing with overbooking. These are individuals who may be influential, such as travel bloggers, celebrities, or high-profile business travelers, whose reviews and opinions can significantly impact your establishment's reputation. Ensuring their satisfaction is not just about immediate business but also about future marketing and the potential positive ripple effects on your brand image.

3 Special Needs

Guests with special needs should receive consideration when you're prioritizing accommodations in an overbooked situation. This includes families with young children, elderly guests, or individuals with disabilities. Their comfort and safety are paramount, and finding a solution for them should be a top priority. It's not only a matter of ethics but also reflects on your establishment's commitment to accessibility and care for all guests.

4 Booking Channel

Take into account the booking channel through which guests have reserved their stay. Direct bookings might take precedence, as these guests have chosen to engage directly with your establishment, often indicating a preference or a relationship that's worth acknowledging. On the other hand, those who book through third-party platforms may not have the same level of commitment to your brand, which might influence your decision-making process.

5 Arrival Time

Consideration of arrival time can also play a role in how you prioritize guests during overbooking. Those who arrive first can be easier to accommodate simply due to availability. This first-come, first-served approach is straightforward and can be perceived as fair by many guests. However, it's essential to communicate clearly with guests who arrive later, offering alternatives or compensation to mitigate any inconvenience caused.

6 Flexibility Rewards

Finally, rewarding flexibility can be an effective strategy in managing overbooked situations. Guests who are willing to switch to another property or delay their check-in times can alleviate immediate pressures on your accommodations. Offering incentives such as discounts, future stay credits, or complimentary services can turn a potentially negative experience into an opportunity for positive engagement and customer satisfaction.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?