HOWTO: Deal With a Hotel That Sold Your Room to Someone Else
#1. Stay Calm: Getting fired up may make it hard to think rationally, causing you to forget steps 2-5.
#2. Request a Comparable or Better Hotel: This is in the contract for all hotels who list with Quikbook. But regardless of how you book, you should be compensated for your troubles.
#3. Make the hotel pay for any transportation costs to and from the new hotel: If they are going to haul you off to another hotel for the night or the rest of the trip, make the hotel pay for it.
#4. Ask for an upgrade to a better room or to a suite: This may not always be available but the hotel should be bending over backwards at this point to keep your business.
#5. Call the booking company: However you booked, call the company to let them know the hotel you booked had oversold your reservation. The booking company may give you a voucher or a credit for your troubles. Additionally, if the hotel is not cooperating with you, the booking company may be able to mediate on your behalf.
Much like airlines, hotels can oversell their rooms on any given night. We weren't quite able to narrow down the explanation for what happened with our friend but when we were looking for a hotel room in New York the same week our friend was to stay there, Six Columbus' website was offering rooms for about $600 a night. Quikbook had rates of $389.
So you can understand that if someone came in and booked a room off the Six Columbus website for $600, that reservation could bump out a lower-paying Quikbook customer. It shouldn't happen and again, we're not saying that it did happen to our friend but that's a pretty good example of overselling.
Whatever the reason, our friend was stranded. But not for long. The GM said he would put our friend up for the night at the Bryant Park Hotel. The hotel would pay for the cab fare there and back the next day, when Six Columbus would have a room open.
Our friend was a little peeved. Bryant Park is on the opposite side of town. Getting in and out of a cab again with luggage again is annoying. Yet when our friend arrived at BPH, he had been upgraded to a junior suite. Things got even better. When our friend returned to Six Columbus again he got an upgrade to a king-bed room.
We spoke with Brian Hendricks, Director of Information at Quikbook.com, about the situation and he said that Six Columbus (and other hotels who sell with Quikbook) are contractually obligated to place a customer in a comparable or better hotel when overselling happens. The hotel is also responsible for paying transportation costs to and from the hotels.
For good measure, we say always call Quikbook or whichever booking site/company you used and let them know of the situation. In this case, our friend called Quikbook to tell them what went down and was given a Quikbook voucher to use for another hotel booking.
After he checked-out from Six Columbus(ahem, on time when he was scheduled to), our friend walked away having pretty great rooms at two great hotels.
Have you ever had your hotel room oversold before you even checked-in?
Let us know what happened.