How To Avoid Double Bookings On Your Property

When running a business in the world of short-term rentals (STR), avoiding double bookings is paramount for hosts aiming to maintain a seamless operation and uphold their valuable reputation. Double bookings, where two or more guests reserve the same property for overlapping dates, can result in irate guests, negative reviews, and a significant dent in the profitability of STR businesses. 

In this comprehensive guide, we'll explore the intricacies of double bookings, their causes, the strategies hosts can employ to prevent them, and how to handle scenarios in the event of a double booking.

What is a double booking?

A double booking occurs when a property is inadvertently reserved for the same dates by more than one guest. This can prove to be a logistical nightmare for hosts and can lead to a cascade of issues, ranging from disgruntled guests to operational chaos for hosts. From a business perspective, it can also result in loss of income. Understanding what constitutes a double booking is crucial for hosts seeking to fortify their booking processes and protect their business from potential setbacks.

In essence, a double booking occurs when the property owner or manager accepts reservations for the same property that overlap. This could be a result of human error, where the host mistakenly accepts multiple reservations for the same dates, or technological glitches that fail to update the booking calendar in real time. The impact of a double booking is highly inconvenient and can damage the host's reputation, and even lead to legal complications if not handled with diligence.

What causes double bookings?

Double bookings often stem from properties being listed on multiple platforms, each with its own booking system. In the interest of generating more traction and visibility for their short-term rental properties, it’s common practice for hosts to list their properties on multiple platforms like Airbnb, Booking.com, and Vrbo. 

This multi-platform approach can lead to overlapping reservations if handled incorrectly as it's possible to have delays in updating the availability status across platforms. It's a common challenge faced by hosts managing properties on popular online travel agencies (OTAs), their own websites, and other listing platforms simultaneously.

Moreover, inefficient booking systems exacerbate the problem. If the property management software or booking platform used by the host fails to synchronize updates in real-time, it opens the door to potential conflicts. For instance, a guest could book a property on one platform, and before the system updates, another guest could reserve the same dates on a different platform. This is also a common occurrence if property managers choose to have a manual reservation system in place. When there are multiple managers assigned to work with one property, failure to update bookings can also result in double bookings. 

To mitigate these risks, hosts can turn to property management platforms like Hospiria, which can streamline operations by synchronizing bookings across various platforms. Hospiria's channel manager serves as a centralized hub, ensuring that updates are instantly reflected across all connected channels, reducing the likelihood of double bookings.

How to avoid double bookings

Preventing double bookings requires a proactive approach from hosts. Ensuring proper synchronization of bookings across all platforms is crucial and utilizing tools like Hospiria's channel manager can be a game-changer. Ensuring that your bookings are monitored through a centralized platform to manage listings, update calendars in real-time, and mitigate the risks associated with multiple booking systems will help to prevent double bookings.

To improve the operational efficiency of their booking systems, hosts must first conduct a thorough audit of their current booking processes. This includes assessing which platforms their property is listed on, the efficiency of their booking software, and the frequency with which they update availability. Once the assessment is complete, hosts can take the following steps to avoid double bookings:

• Invest in a Reliable Channel Manager: A channel manager, such as Hospiria, acts as a bridge between different booking platforms. It ensures that changes in availability, bookings, or cancellations are instantly reflected across all connected channels. This significantly reduces the chances of overlapping reservations.
• Regularly Update Availability: Hosts should make it a practice to update their booking calendars regularly. This is especially crucial in situations where short-term rentals offer quick turnovers. A well-maintained calendar minimizes the risk of unintentionally accepting conflicting reservations.
• Utilize Buffer Periods: To create a buffer for potential discrepancies, hosts can implement buffer periods between bookings. This brief interval allows for any delays in updating calendars to be addressed before the next guest arrives.
• Automate Communication: Employ automated communication systems to confirm bookings and provide guests with essential information. Automation reduces the likelihood of manual errors and ensures that guests are well-informed about their reservations.
• Monitor Listing Performance: Keep a close eye on the performance of listings on different platforms. Some platforms may have a delay in updating availability, and hosts should be aware of these nuances to preemptively address any issues.

How to deal with double bookings

In the unfortunate event of a double booking, hosts must act swiftly and decisively. Offering discounts, complimentary stays, or alternative accommodation options can appease affected guests. Open communication and transparency are key during such incidents which can be tricky when dealing with irate customers. It remains an important aspect of the process. Additionally, hosts should consider implementing preventive measures such as buffer periods between bookings to allow for potential discrepancies to be addressed before the next guest arrives.

• Acknowledge the Issue Promptly: As soon as a double booking is identified, reach out to both sets of guests immediately. Apologize for the inconvenience and assure them that the situation is being addressed.
• Offer Compensation: Depending on the severity of the situation, hosts may consider offering compensation to affected guests. This could range from discounted rates for the affected dates to a complimentary stay on a future visit.
• Alternative Accommodations: If possible, assist guests in finding alternative accommodations for the overlapping dates. This proactive approach demonstrates a commitment to guest satisfaction and can salvage the guest experience. Some platforms also have their own policies in place which dictate to hosts how to handle double bookings. In some cases, finding alternative accommodation on behalf of your guests is mandatory.
• Implement Preventive Measures: After resolving the immediate issue, hosts should conduct a thorough review of their booking processes. Identify the root cause of the double booking and implement measures to prevent similar incidents in the future.
• Learn and Adapt: Treat double bookings as learning opportunities. Use each incident as a chance to refine and improve your booking procedures. This may involve tweaking the use of your channel manager, adjusting buffer periods, or enhancing communication protocols.

By following these steps, hosts can prevent future double bookings and use the incident as an opportunity for business growth and to optimize their processes. 

Get in touch with Hospiria today

As you navigate the challenges and triumphs of short-term rental hosting, remember that the journey towards minimizing double bookings is an ongoing one. With the right tools, strategies, and a proactive mindset, hosts can ensure that their properties remain in high demand, their guests leave satisfied, and their business thrives in the competitive world of short-term rentals. 

Hosts must be vigilant in their approach to listing, updating, and synchronizing their properties across various platforms. The introduction of technology, such as channel managers like Hospiria, significantly reduces the likelihood of errors and provides a centralized control hub. If you’re in need of software that will help you to synchronize your bookings, get in touch with the team at Hospiria today to arrange a demo.