Double bookings are fairly inevitable in the holiday home industry and as a portfolio of managed property grows can become more likely. Sudden unavailability of properties, such as service problems like plumbing or electricity, can produce a similar result, a holidaymaker with nowhere to stay. Jon details how you can make the best of the situation by dealing with it in a professional manner.

KEY TAKEAWAYS

• If you focus on the experience of the guest, double booking can be a good opportunity to build loyalty and repeat business.
• Check the internet for any availability and try and contact them directly or book time with the agent partially and then make contact.
• Take responsibility for the error even if it is not yours.

BEST MOMENTS

‘Like all situations where there is a potential problem for your client, there is always an opportunity to try and make the best of the situation if you can deal with the situation in a good professional manner.’

‘What you’ve ultimately got it’s what most people would kill for. You’ve got a guest who is willing to pay to stop at one of your properties, your only problem at the moment is that you haven’t got a property they can stop in.’

‘They actually were delighted and since then we’ve had them stay a number of times in other properties.’

VALUABLE RESOURCES

● Website: https://www.spaproperties.co.uk/

ABOUT THE HOST

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

● LinkedIn: https://www.linkedin.com/in/jon-stanton/

● Twitter: https://twitter.com/jonspap

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