If you have more than one guest confirmed for the same room for the same date, this is considered an overbooking.
Although this situation isn’t ideal, we understand that mistakes can happen. The best — and easiest — way to resolve this to try and accommodate the guest in another of your rooms, of a similar or better category.
If this isn’t possible, we would ask you to cover the cost of relocating the guest to nearby accommodation of a similar (or better) standard. If you need help with this, you can contact our Customer Service Team via your extranet ‘inbox’ 24 hours a day.
Once the guest has been relocated to suitable accommodation, we’ll cancel the original booking.