What should I do if my booked hotel is overbooked?
October 20, 2023 | 30,00 EUR | answered by Fred Kock
Dear lawyer,
I recently booked a trip to a specific hotel that I have been wanting to visit for a long time. Unfortunately, I have now found out that the hotel is overbooked and my booked room is no longer available. My travel dates are already set and I have already planned other activities in the area, so canceling my booking is not an option for me.
I am worried about how to proceed in this situation. Is it legally permissible for the hotel to simply resell my booked room to someone else, even though I have already reserved it? Are there any ways for me to still get my booked room, or at least receive appropriate compensation for the inconvenience I have experienced?
I would like to know what rights I have as a customer in this case and what steps I should take to enforce my right to my booked room. I hope you can assist me in this matter and provide me with possible solutions.
Thank you in advance for your support.
Sincerely,
Johann Vollmann
Dear Mr. Vollmann,
Thank you for your inquiry regarding the overbooking of your booked hotel. I am sorry to hear that you are in this situation. Overbookings in hotels are unfortunately not uncommon and can be very frustrating for the affected guests.
In this situation, it is important to know that as a customer, you have certain rights that can help you to secure your booked room or at least receive appropriate compensation. Firstly, it is important to know that the hotel is obligated to offer you an equivalent alternative if your booked room is no longer available. This alternative must match your original booking conditions and should not incur any additional costs for you.
If the hotel does not offer you an equivalent alternative or is unwilling to accommodate you, you have the right to demand appropriate compensation for the inconvenience. This compensation can vary depending on the case and could include a partial refund of the room rate or a complimentary night in another hotel.
It is advisable that you first communicate with the hotel and politely but firmly explain your situation. Request an appropriate solution and highlight your rights as a customer. If the hotel is uncooperative, you can contact a consumer protection agency or a travel law attorney to take legal action.
In any case, it is important that you keep all communication in writing and retain all relevant documents such as booking confirmations, emails, and photos. These can serve as evidence in case of a legal dispute.
I hope this information helps you and that you find a satisfactory solution to your problem. If you have any further questions or need legal assistance, I am happy to help.
Sincerely,
Fred Kock
