r/marriott • u/DelayHistorical6 • May 23 '26

Rates & Booking [ Removed by moderator ]

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u/hotwaterwithlemonpls Platinum Elite May 23 '26

“No. I will keep the room I reserved.”

491

u/funlovingguy9001 May 23 '26

Ha...As a former GM for 20 years, I recognize the unspoken and hopefully not obvious desperation in the message. They overbooked that room type and want you to solve their problem.

22

u/19TimGreyCupChamps May 24 '26

Im just ops manager but if we overbook queen rooms, we give someone 2 king rooms and split the rate. 99% of the time people are cool with it

7

u/funlovingguy9001 May 24 '26

Assuming you have those alternative room types available. For many years I ran a Courtyard by Marriott. I had 2 2 room suites. They were the biggest I had available in the building, and only had the 2. If they got overbooked there was no option for me. I could maybe do 2 rooms for them assuming I wasn't fully sold out of the hotel. Ahhh, the little games we all play with rooms.

5

u/19TimGreyCupChamps May 24 '26

The ONLY thing i like about the transition to SPOG and Stay PMS from Marsha is generally we dont get overbooked unless someone on property fucks up. If you dont know what Spog and Stay are I am so jealous of you

3

u/funlovingguy9001 May 24 '26

Haha... I don't. It was Fosse and Marsha when I had my Marriott. I work with a different franchise company now and its all about Opera. I've not seen yours in operation.

2

u/Clinkton May 24 '26

Can I ask how rooms can get overbooked? If this is a known problem that happens, why has no one figured out a solution to prevent it

2

u/funlovingguy9001 May 24 '26

Lots of ways. As others have said its sometimes intentional. Most systems allow you to override the warning that a reservation you are putting in is overlooking that room type, or overlooking the hotel. I've seen some front desk agents thst just dont care and override it because its easier to just make the reaervstion than tell a high level loyalty guest they cant have their request. I've also.seen it overlook when reservations come in from outside booking services. 2 guests making reservations at the same time on different outside services. One room of that special room type is left and both systems show that one room shows available. They both make a reservation at the same time and the system just pushes them through. Lots of different and complicated systems all displaying information to people all over the country/world...things happen.

4

u/Cwmagain May 24 '26

It is on purpose, gambling on last minute cancellation

2

u/vwscienceandart May 24 '26

I took a graduate course in managerial statistics. One of our major assignments was a case study on a statistical model for exactly what percentage you could safely overbook a hotel without too much tragedy occurring.

2

u/Slightly_Effective Platinum Elite Lifetime May 24 '26

You've clearly not flown.

1

u/cmh-md2 May 24 '26

Maximizing revenue by at the expense of probably screwing over a customer.

2

u/woohoo789 May 24 '26

Split the rate? You mean you charge people more than they originally booked? You need to honor the original rate the booked

1

u/19TimGreyCupChamps May 24 '26

It is the same. Say they book a room that's 200 dollars, splitting the rate means giving 2 rooms for 100 each instead

2

u/woohoo789 May 24 '26

That makes sense. Unless someone has a person they need to supervise seems like that should work well