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What should you do when a hotel overbooks? Thank your lucky stars!

The hotel has just put you in a position of power. Their mistake has offered you the leverage that a customer rarely has over a service provider. This is your opportunity to take full advantage!

Step 1 - Be courteous and do your best to be agreeable as the hotel offers solutions to the situation.

Step 2 - Stick to your guns. The hotel is the party that made a mistake, not you. You must now make sure that you do not end up worse off in this transaction.

Step 3 - Don't rush the process. The more cooperative you are, the more willing the hotel will be to voluntarily make this mistake work out in your favor.

Step 4 - Don't leave the front desk (for another hotel or otherwise) without a clear understanding of what you're receiving. Make sure you feel the alternate accomodations are at least as nice, but preferably better than the hotel you reserved.

Step 5 - When negotiations break down, politely ask to speak with a decision-maker such as the General Manager. Be very nice, but be clear that if the situation is not resolved to your satisfaction, you will take this issue up with senior management within their organization.

Step 6 - Don't leave (happy or mad) without the contact information for the next level manager above the person you spoke with. You can use this praise the actions of the team at the hotel or to request additional compensation at a later date.

Learn more about this author, Trip Todd.
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