Oversell Walk Procedure

Operating standard

1. 01

   Confirm the oversell condition, available room types, arrival priority and all reasonable in-house recovery options.

2. 02

   Select the guest to relocate using approved policy, not personal preference or protected characteristics.

3. 03

   Secure alternate accommodation, transportation and payment approval before speaking with the guest.

4. 04

   Explain the situation with ownership, state the confirmed next steps and avoid making promises outside authority.

5. 05

   Document the walk, costs, guest contact, receiving hotel and follow-up owner for the next day.