What are Double-Bookings?

Double bookings, also known as double reservations, occur when a property is accidentally booked by two different guests for the same dates. This can be a stressful situation for both the property manager and the guests involved. Let’s delve into the world of double bookings in the short-term rental industry, covering the hows, whys, and how-tos to avoid them.

How do double bookings happen?

Double bookings typically happen when a property is listed on multiple platforms (Airbnb, Booking.com, etc.) with separate calendars. Without proper synchronization, a reservation on one platform might not reflect on another, allowing another guest to book the same dates.

What’s the difference from overbooking?

Overbooking is a deliberate strategy used by some hotels where they accept more reservations than available rooms, anticipating some cancellations. Double booking, however, is entirely accidental.

What is an example of double booking in the short-term rental industry?

Imagine you list your vacation rental on Airbnb and Vrbo. You receive a reservation on Airbnb for July 1st-5th. If you forget to update the Vrbo calendar, another guest could book those same dates on Vrbo, leading to a double booking.

What is the impact of a double booking?

Consequences

Double bookings can damage your reputation, leading to negative reviews and lost bookings. You might also face penalties from booking platforms for cancellations. Disappointed guests could even pursue legal action if they incur financial losses.

Effects

A double booking can create a domino effect. Upset guests might leave bad reviews, impacting your search ranking and future bookings. You’ll spend time managing the situation instead of focusing on other guests.

How to manage a double-booking?

Act quickly and apologize

Time is of the essence. Be transparent with both guests and sincerely apologize for the mistake. Explain the situation clearly and offer solutions.

Prioritize existing bookings

Generally, it’s best to honor the first reservation made. However, consider factors like length of stay and guest communication.

Find alternative accommodations

If honoring the first booking, help the second guest find alternative accommodations. Offer incentives like discounts or upgrades for their future stay. Utilize your network or online platforms to find suitable options.

Update booking platforms

Once resolved, ensure all calendars are updated across all platforms to prevent future occurrences.

Preventing double-bookings

Use Channel Management Software: Invest in software that synchronizes calendars across all listing platforms. This ensures real-time availability and eliminates the risk of double bookings.