When we went to Berlin last week, we arrived at our hotel in the central part of the city, eager to check in and begin some sightseeing. Unfortunately, we were treated rudely from the moment that we asked to check in, and were told that the hotel was overbooked and that we would have to go to another hotel, which was outside of the central part of the city. I will not go into how poorly we were treated, or the pathetic offerings and lies that they told us, but suffice it to say I was livid.
I emailed my wonderful mother that night after we were checked into our second, not-very-nice hotel that was outside the city center, after I was about ready to cry from our treatment. She has been in the hotel industry for a very long time, and I asked her what we could do about the situation. I'm writing this post as an informative one for all my readers, because if I had known what my rights were, as a guest with a confirmed reservation, I would have acted much differently. I know that this list references the US hotel market, but I would assume that there are several items which would be relevant internationally.
From Jeri T, hotelier extraordinaire:
The standard in the hotel industry is if they overbook you:
* The hotel will arrange for accommodations at a comparable hotel
* The hotel will pay for one night's room and tax at a comparable
* The hotel will provide transportation to a comparable hotel * The hotel will pay/reimburse guest for at least one phone call to guest's home/office
This is what we have to do if we walk someone - typically we have a "walk rate" with a nearby hotel but sometimes we have to pay more to walk a room and we accept that because we overbooked the hotel. You should not have to pay for both nights - they should pay for one of the evenings as they are the ones that caused the problem and especially since you have a booking confirmation. They should {also} arrange for you to stay at a hotel nearby especially since you anticipated walking to most of your attractions.
I hope this helps some of you - I know that I always feel better when I am informed about things like this!
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