Overbookings?

130taKen120 · 02-13-2008

Has anyone else encountered the practice of hotels/resorts overbooking and then transferring guests to another hotel/resort upon arrival? Have read about a couple such events at Sandos Playacar. Any advice? Thanks!

**Shammy** · 02-13-2008

All hotels overbook to the point of bumping at one time or another, but it usually doesn't go that far. Hotels have a formula figured out to make sure they stay full even when there will be cancellations. Occasionally, not enough cancellations come in, and that's when bumping might happen. At this point, much depends on who you booked the trip with. Those that are self bookers (internet based discounters such as Hotels.com, Orbitz, Expedia) are the first to be bumped. They have no on site reps and no one to call once they arrive. Booking with a reputable tour operator who has a valuable contract with the hotel or a travel agent who booked you with a tour operator are the last to go.

sunshinejk · 02-13-2008

Quote:

Originally Posted by Shammy

All hotels overbook to the point of bumping at one time or another, but it usually doesn't go that far. Hotels have a formula figured out to make sure they stay full even when there will be cancellations. Occasionally, not enough cancellations come in, and that's when bumping might happen. At this point, much depends on who you booked the trip with. Those that are self bookers (internet based discounters such as Hotels.com, Orbitz, Expedia) are the first to be bumped. They have no on site reps and no one to call once they arrive. Booking with a reputable tour operator who has a valuable contract with the hotel or a travel agent who booked you with a tour operator are the last to go.

Very good to know. I had no clue!! I just assumed if we booked and the hotel overbooked then the hotel would figure a place for us to go. Wow, glad I booked with apple vacations vs. bookit.com. Or, because I booked online with apple, does that mean I am a self-booker???

**Shammy** · 02-13-2008

Quote:

Originally Posted by sunshinejk

Very good to know. I had no clue!! I just assumed if we booked and the hotel overbooked then the hotel would figure a place for us to go. Wow, glad I booked with apple vacations vs. bookit.com. Or, because I booked online with apple, does that mean I am a self-booker???

Oooooo, you self booker you!

You're actually not a "self booker". There is an agent handling your reservation. Didn't you have to select one from their pull down menu, or did you leave it up to them to select one for you? Then again, now that they have E Travel Documents, maybe they don't make you select an agent because the docs can be sent via e mail. I don't use the consumer booking engine so I don't know what's there these days. An agent used to have to mail the docs, and of course, that same agent got paid just to put an envelope in the mail while you did the work

In the future, you should try to find an agent you can work with personally, since you're paying the same price whether you book online or the agent books it for you - but at least you have "someone" with a personal interest in your vacation (besides you of course

).

Anywayyyyyyyyy - Apple is a very well respected company and theiir clients are veryyyy rarely bumped. You have nothing to worry about. FWIW, I've never had anyone bumped from any resort in 7 years, and I book with Apple, Funjet, Travel Impressions - all the major tour operators (but never with Bookit, Expedia, Orbitz, etc).

sunshinejk · 02-13-2008

I just checked all of our e-mail documentation that we have gotten so far, and it doesn't have an agent name. When I booked online, I didn't get the choice of choosing an agent. I don't even know an apple vacations agent, so I wouldn't have known who to choose.

I think I got the link from this site because I couldn't find a local agent that even knew anything about the hotel it was so new.

All of our e-mails are from DOCS@applevac.com, NLGUser@applevac.com, and info@godreamvacations.com and they don't have a real signature line. Just Regards, Dream Vacations; Thank you for booking Apple Vacations. Apple Vacations Customer Assistance; Thank you, and we hope you enjoy your trip! Apple Vacations Customer Assistance

Do you not like Bookit, Expedia, Orbitz, etc, or have you just never chosen to use them yet?

actran · 02-13-2008

I have an overbooking story.

Booked with skyauction.com for Royal Hideaway (small, intimate, adults only, upscale resort in Playacar) for 1 week.

Day before we leave I come home from work to my husband on the phone agreeing to us being moved to Occidental Grand Xcaret (HUGE, family resort with no real beach, just a very small fake beach a manmade lagoon) for 4 of our 7 days. They had offered us a free weeks stay in the next year at RH in exchange for being bumped.

After some quick research I said "You gotta be kidding me? These two places are in no way comparable." Nobody answered at the # we had for skyauction. I think I left a voicemail for them and sent RH an email complaining that I was not happy with this arrangement. When we arrived at Cancun airport we were met by an employee from RH asking us if we would move to the Cieba del Mar. They said it was comparable to RH and we would still get our free week. We agreed and it was more comparable to RH (though few places come close). Doing a transfer day sucked, but we planned around it. The free week had restrictions, but when we redeemed it we used FF miles and felt like we'd won the lottery.

Another person posted that at the same time they got a message asking them to move to OGX and they just ignored it and were given a room at RH - no problem.

I have used a TA (Shammy in fact) ever since. The difference in price isn't great enough to stress over getting bumped.

I guess using a TA is part of the moral of the story. I know some people get bumped up to a nicer place. But since RH is the top already we wouldn't get that. The other moral would be insist on getting a comparable resort and free time at the resort you booked. Or just try refusing.

Tommygurl · 02-13-2008

I was only bumped from The Barcelo Colonial to the Tropical....I guess technically it was a slight bump up...Really didn't matter...But I had booked directly with the hotel via the website so was surprised I was the one moved. Again I didn't care as they are the same hotel really..

**Shammy** · 02-13-2008

Quote:

Originally Posted by sunshinejk

Do you not like Bookit, Expedia, Orbitz, etc, or have you just never chosen to use them yet?

In a business capacity, I don't have the ability to book with them, I only use tour operators. Even if I could use them for clients, I would never. I might consider using them for an in the USA trip for myself, but only IF their price was SO much better than booking directly with an airline and a hotel, or IF it was something I couldn't book with a tour operator. But since that won't happen, I've had no reason to use them.

And Andrea, I shall never forget that story!

**Shammy** · 02-13-2008

Quote:

Originally Posted by Tommygurl

I was only bumped from The Barcelo Colonial to the Tropical....I guess technically it was a slight bump up...Really didn't matter...But I had booked directly with the hotel via the website so was surprised I was the one moved. Again I didn't care as they are the same hotel really..

Yes, that would not be considered a bump, since they are one and the same resort and there are full exchange privileges. Now if they had sent you to another hotel complex - THAT would be a bump.

actran · 02-13-2008

Quote:

Originally Posted by Shammy

And Andrea, I shall never forget that story!

That's because I keep telling it

Tommygurl · 02-13-2008

Quote:

Originally Posted by Shammy

Yes, that would not be considered a bump, since they are one and the same resort and there are full exchange privileges. Now if they had sent you to another hotel complex - THAT would be a bump.

Ah I see.....the guy at the gate told me the Colonial was overbooked so they moved us to the Tropical. Is that common at Barcelo? Probably the same on the other side I imagine?

**Shammy** · 02-13-2008

Quote:

Originally Posted by Tommygurl

Ah I see.....the guy at the gate told me the Colonial was overbooked so they moved us to the Tropical. Is that common at Barcelo? Probably the same on the other side I imagine?

Not at all. But it would be more common with a direct hotel booking rather than a tour operator booking because tour operators sign contracts to place their guests on specific sides. If the hotel is in charge, and since there is no difference between the two, they can switch between them based on occupancy.

**Shammy** · 02-13-2008

Quote:

Originally Posted by actran

That's because I keep telling it

bwaa haa haa!

Tommygurl · 02-13-2008

Quote:

Originally Posted by Shammy

Not at all. But it would be more common with a direct hotel booking rather than a tour operator booking because tour operators sign contracts to place their guests on specific sides. If the hotel is in charge, and since there is no difference between the two, they can switch between them based on occupancy.

Thanks for the explanation! Makes perfect sense! I only booked sans travel agent for that as we had the 75% off rate..

**Shammy** · 02-13-2008

Quote:

Originally Posted by Tommygurl

Thanks for the explanation! Makes perfect sense! I only booked sans travel agent for that as we had the 75% off rate..

Oh yes, that was a good special and nothing that any agent could beat!

02-13-2008	#1 (permalink)
130taKen120 beachaholic Join Date: Jan 2008 Location: Frozentundra, MinneSnowta Posts: 386	Overbookings? Has anyone else encountered the practice of hotels/resorts overbooking and then transferring guests to another hotel/resort upon arrival? Have read about a couple such events at Sandos Playacar. Any advice? Thanks!

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02-13-2008	#2 (permalink)
Shammy Moderator Join Date: Aug 2003 Location: The Joisey Shore Posts: 10,262	All hotels overbook to the point of bumping at one time or another, but it usually doesn't go that far. Hotels have a formula figured out to make sure they stay full even when there will be cancellations. Occasionally, not enough cancellations come in, and that's when bumping might happen. At this point, much depends on who you booked the trip with. Those that are self bookers (internet based discounters such as Hotels.com, Orbitz, Expedia) are the first to be bumped. They have no on site reps and no one to call once they arrive. Booking with a reputable tour operator who has a valuable contract with the hotel or a travel agent who booked you with a tour operator are the last to go.

02-13-2008	#5 (permalink)
sunshinejk beachaholic Join Date: Jan 2008 Posts: 264	I just checked all of our e-mail documentation that we have gotten so far, and it doesn't have an agent name. When I booked online, I didn't get the choice of choosing an agent. I don't even know an apple vacations agent, so I wouldn't have known who to choose. I think I got the link from this site because I couldn't find a local agent that even knew anything about the hotel it was so new. All of our e-mails are from DOCS@applevac.com, NLGUser@applevac.com, and info@godreamvacations.com and they don't have a real signature line. Just Regards, Dream Vacations; Thank you for booking Apple Vacations. Apple Vacations Customer Assistance; Thank you, and we hope you enjoy your trip! Apple Vacations Customer Assistance Do you not like Bookit, Expedia, Orbitz, etc, or have you just never chosen to use them yet?

02-13-2008	#6 (permalink)
actran life=playa Join Date: Mar 2004 Location: Colorado Posts: 852	I have an overbooking story. Booked with skyauction.com for Royal Hideaway (small, intimate, adults only, upscale resort in Playacar) for 1 week. Day before we leave I come home from work to my husband on the phone agreeing to us being moved to Occidental Grand Xcaret (HUGE, family resort with no real beach, just a very small fake beach a manmade lagoon) for 4 of our 7 days. They had offered us a free weeks stay in the next year at RH in exchange for being bumped. After some quick research I said "You gotta be kidding me? These two places are in no way comparable." Nobody answered at the # we had for skyauction. I think I left a voicemail for them and sent RH an email complaining that I was not happy with this arrangement. When we arrived at Cancun airport we were met by an employee from RH asking us if we would move to the Cieba del Mar. They said it was comparable to RH and we would still get our free week. We agreed and it was more comparable to RH (though few places come close). Doing a transfer day sucked, but we planned around it. The free week had restrictions, but when we redeemed it we used FF miles and felt like we'd won the lottery. Another person posted that at the same time they got a message asking them to move to OGX and they just ignored it and were given a room at RH - no problem. I have used a TA (Shammy in fact) ever since. The difference in price isn't great enough to stress over getting bumped. I guess using a TA is part of the moral of the story. I know some people get bumped up to a nicer place. But since RH is the top already we wouldn't get that. The other moral would be insist on getting a comparable resort and free time at the resort you booked. Or just try refusing.

02-13-2008	#7 (permalink)
Tommygurl crab killer Join Date: Nov 2005 Location: I am Canadian!! Posts: 14,186	I was only bumped from The Barcelo Colonial to the Tropical....I guess technically it was a slight bump up...Really didn't matter...But I had booked directly with the hotel via the website so was surprised I was the one moved. Again I didn't care as they are the same hotel really..

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