# Handle an overbooking and relocate a guest to another hotel

A walk procedure, front desk script, and follow-up for when the hotel is oversold and a guest must be relocated.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Customer Support, Writing, Brainstorm, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/handle-an-overbooking-and-relocate-a-guest-to-another-hotel

## Prompt

```text
Help me handle an oversold night where guests must be walked.

**Tonight's position:** [ROOMS OVERSOLD, EXPECTED NO-SHOWS AND LATE CANCELLATIONS, ROOMS OUT OF ORDER]
**Arrivals still to come:** [COUNT AND TYPES - loyalty members, multi-night stays, groups, OTA bookings]
**Walk partner hotels and agreed rates:** [NAMES, DISTANCE, AVAILABILITY]
**Our walk policy and what we pay for:** [first night room, transport, phone call, return transfer, loyalty benefits]
**Loyalty or brand standards:** [ANY WALK COMPENSATION RULES]

Steps:
1. Decide who should be walked: suggest selection criteria (e.g. one-night stays, non-loyalty, earlier contact possible) and who to avoid walking (loyalty elite members, guests with disabilities or children arriving late, repeat guests, VIPs), and why.
2. Options to avoid a walk: upgrade chains, contacting likely no-shows, checking out-of-order rooms that can be returned, day-use releases.
3. Pre-arrival contact: a phone script and an email for guests we can reach before they travel.
4. At-desk script: acknowledge, apologize without blaming, explain what we have arranged and paid for, and get them moving quickly; how to respond if the guest is angry.
5. Follow-up: welcome back the next day with a room ready, a note, and how to record the walk.
6. Root cause: what to check in our overbooking levels and forecast so it happens less.

Return a checklist for the night manager, both scripts, and a short welcome-back note. Use only the compensation I list; do not promise anything else.
```

## What to fill in

- NAMES, DISTANCE, AVAILABILITY
- ANY WALK COMPENSATION RULES

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.