Software Advice IndustryView: Best Practices for Satisfying Walked Hotel Guests
Sep. 4, 2014•0 likes
Be the first to like this
Number of embeds
Download to read offline
When hotels overbook their rooms, guests are often unhappy, probably won't return and are likely to leave a negative review online. We performed a survey to find out exactly what hotels can do to avoid these damaging effects of overbooking.
Strategies for Satisfying Walked Hotel Guests
The practice of hotel overbooking seems to be here to stay. Even though reservation
software and real-time inventory can help reduce or even prevent these incidents, hoteliers
will always assume a few guests won’t show up each night.
But how does this affect the guests in particular? We wanted to find out how overbooked—
or “walked”—guests react. How likely are they to return for another visit? Are they more
likely to leave a negative review online? How can managers alleviate the damage done after
walking a guest?
To find out, we performed a survey of 1,939 randomly selected U.S. consumers to find out
just how they react to overbooking, and what hotels can do to prevent its negative impact.
Over 75 Percent of Guests Unlikely to Return After Overbooking
Much less likely
Moderately less likely
Minimally less likely
Wouldn't impact my decision
Almost 80 percent of guests say they would be “much less likely to return”
following an overbooking incident in which they were turned away from a hotel.
Almost Half of Walked Guests Will Likely Leave Negative Review
44% Extremely likely
Not likely at all
Nearly half of respondents (44 percent) say they would be “extremely likely” to
leave a negative review, and 20 percent said they would be “moderately likely.”
Older Males Most Likely to Leave Negative Online Review
Likely to leave negative review
Dissatisfied with industry standard
Males were more likely to leave a negative review following an overbooking
situation, with 57 percent of those who chose “extremely likely” being men.
Walked Guests Likely to Leave Negative Review (by Age Group)
Though only slightly, older guests—ages 55 and up—are the most likely to leave a
negative review (reporting they were “extremely likely” to do so).
For Most Guests, “Industry Standard” Is the Bare Minimum
Would completely satisfy me
I'd appreciate more
It’s the bare minimum I'd expect
That wouldn't even come close
More than 70 percent of respondents say they would not be completely satisfied
with the hotel paying for the night’s stay in a comparable room at a nearby hotel.
Half of Guests Would Return for Free Stay After Being Walked
Would return to hotel
Wouldn’t negatively review
0% 20% 40% 60% 80% 100%
Free return stay $100 compensation
$100 dining credit Loyalty program points
Fifty percent say the offer that would convince them to return to the hotel and
dissuade them from leaving a negative review after being walked is a free stay.
Learn More About Hotel Management Software
Read the full report
Get free price quotes on top
hotel management software
Get unbiased reviews & free
demos on top HMS software
Get Free Quotes
Get Free Demos
Software Advice™ is a trusted resource for software buyers. The company's
website, www.softwareadvice.com, provides detailed reviews, comparisons and
research to help organizations choose the right software. Meanwhile, the company’s
team of software analysts provide free telephone consultations to help each
software buyer identify systems that best fit their needs. In the process, Software
Advice connects software buyers and sellers, generating high-quality opportunities
for software vendors.