Hospitality · Reservations

Overbooking / Walk Guest Relocation

Handle an overbooked night smoothly by relocating guests with minimal friction.

Apps this needs

SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup
SMS Gateway Fallback text messages for reminders and links. Connect during setup
Booking / PMS Property, listing or reservation system for availability & bookings. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

How it works

  1. Agent monitors the overbook forecast and identifies exposure as soon as it appears, not on arrival day.
  2. Selects who to walk per policy — last-booked, lowest tier, never a top-tier loyalty guest.
  3. Contacts the guest proactively, ideally before arrival, with a comparable or better alternative.
  4. Writes a walk-coded cancellation (not a standard one) and confirms the relocation booking.
  5. Sends transport, directions and the compensation offer.
  6. Logs the incident to the CRM and flags the guest's profile so they aren't walked again.

Data sources

PMS occupancy forecast Partner hotel rates Compensation policy

What it targets

  • Walked guests notified before arrival Target 80%
  • Walked-guest satisfaction post-relocation Target 4/5