Fitness
What To Do When Hotel Overbooking Happens To You
Here's how not to become a victim.
Lyne Lucien
I was on a three-hour train ride to a business conference with a pre-paid booking at a reputable large hotel chain, a quick walk from the convention center. I arrived promptly at 3 p.m. to check in.
A desk clerk informed me that they’d changed my accommodation to a faraway location — without notifying me. This startling news was delivered as if it didn’t matter that the sister hotel was over an hour back and forth by taxi.
A manager insisted I had no choice because this hotel, reserved two months ago, was overbooked. The hotel lobby was in chaos, with lines of unlucky patrons who suddenly found themselves without a bed. I was aware of overbooking on airlines, and the luring of passengers with cash rewards to board a later flight. But hotels did this too?
This is a “long-standing industry practice designed to account for no-shows and last-minute cancellations,” according to AAA Club Alliance. “To stay profitable and keep rooms filled, hotels routinely overbook by a calculated margin.”
Hotels are responsible to relocate overbooked guests at a comparable property without an extra charge. This is known as “walking.” Furthermore, customers who have loyalty status and longer stays might be less likely to be “walked.”
“The best hotels do this quickly and without minimal disruption,” according to AAA Club Alliance.
Not always. The hotel staff seemed clueless and overwhelmed, not always patient or helpful. Since I’d made my reservation on the hotel’s website, I was adrift, having to advocate for myself.
It’s Less Risky to Book With Trusted Partners
AAA Travel and other services promise to be your advocate if things go awry. “We’re there for you 24/7. We protect our customers,” says Angela Armutcu of Jet Set Travel Inc. “Make sure you’re working with a company that is trustworthy and will assist you.” Otherwise, a traveler must contact the third-party booking company themselves.
Strategies To Avoid Being an Overbooked Guest
- Call the hotel the day before and tell them what time you’ll arrive.
- Check in early, especially if your destination is a busy one. You’ll have a greater chance of not being “walked.”
- If you can’t get satisfaction, ask to speak to a manager and, if necessary, the manager’s manager.
- Get a business card of everyone you speak to and written documentation of any promises they make.
Because everyone needs a Girlfriend™
Sign up to receive our free weekly newsletter every Thursday.
In my case, I was told to come back at 5 p.m. to see if there were late cancellations. I rushed to my conference, cutting valuable time there short, only to stand in line again at the hotel front desk. As I predicted, there still weren’t any available rooms. I was angry and weary, wanting to unpack, take a shower, rest. My colleagues were bunking in with strangers, sleeping on cots. I ended up spending most of the evening trying to find a place to sleep.
Almost every other hotel was booked due to multiple conferences and a premiere soccer game. The only room I could secure — in an inferior hotel — was miles outside of the city limits — but still closer than the airport. I was told my room at the original hotel would be available the next day. When I arrived in the morning, my room wasn’t ready, and I had to check my luggage and attend the conference until the afternoon.
As I forcefully insisted on my rights, one manager offered to comp my entire stay and add points to my account. Yet, I didn’t think to ask for all of it in writing. Later, when I asked my credit card company to dispute the charges, they said that without written promises they couldn’t do anything.
Back home, I spent a month corresponding with the hotel without any responses. A friend in public relations advised me what to do next: message the hotel on Instagram. Big-name brands want to avoid negative social media exposure.
Within minutes, someone (or some bot) responded. We traded messages and they asked me to send them all of the emails I’d sent to the hotel. Within a week, my hotel charges were refunded and 20,000 points were added to my account — even though I wasn’t sure I’d stay in that hotel chain again.
Overbooking is here to stay, and the safest way to avoid being an overbooking victim is to use a reputable partner like a travel agent or AAA Travel. That’s not always possible or preferable, as you can save money by booking with third parties.
“You can reduce the likelihood of being walked by checking in online or via the chain’s app,” advises foremost travel expert Gary Leff. Make sure you get a room app and a mobile key.
If you’ve purchased travel insurance, check to see what's covered in refunds or expenses you may incur. As a last resort, you can file a complaint with the Better Business Bureau or the Federal Trade Commission.
Has this ever happened to you? Let us know in the comments below.
More From The Girlfriend
More for you, from AARP
We are a community from AARP. Discover more ways AARP can help you live well, navigate life, save money — and protect older Americans on issues that matter.