I worked from 1997-2000 at Chateau Whistler Resort in Whistler BC. About 9 times a year the hotel would be oversold. The hotel did a very proactive thing, they'd start giving this speil to all of the check ins
"Welcome to Chateau Whistler Resort (bla, bla, bla, etc....) Nice to have you here. We have a room ready for you. We do want to let you know about an offer we have for you. The hotel is sold out, however, your room is awaiting you, if you are wiling to stay at the Glacier we will pay for your stay, give you dinner in our restaurant, and give you 2 lift tickets."
The point being, we walked the guest that was thrilled to be walked... no one got angry... the people that wanted to stay, got to stay. And the hotel would stop the offer when the number of available rooms and expected guest were back in line.
Other hotels I've been involved with can take a very reactive approach, and just hope they have enough rooms for all. I always thought CWR approach was the best.... (of course, not overselling might be a good idea too... but that is another discussion.)
I'm just sharing this here, because I know it will get read.
"Welcome to Chateau Whistler Resort (bla, bla, bla, etc....) Nice to have you here. We have a room ready for you. We do want to let you know about an offer we have for you. The hotel is sold out, however, your room is awaiting you, if you are wiling to stay at the Glacier we will pay for your stay, give you dinner in our restaurant, and give you 2 lift tickets."
The point being, we walked the guest that was thrilled to be walked... no one got angry... the people that wanted to stay, got to stay. And the hotel would stop the offer when the number of available rooms and expected guest were back in line.
Other hotels I've been involved with can take a very reactive approach, and just hope they have enough rooms for all. I always thought CWR approach was the best.... (of course, not overselling might be a good idea too... but that is another discussion.)
I'm just sharing this here, because I know it will get read.