In all fairness to the property and to the customer I feel that I must address this issue with the multiple reservation. The policies and procedures were followed on this property. I was both understanding and accomodating in trying to give this customer all of the information and copies of 2nd reservation they needed to go back to the website where they booked so that the website could correct the problem. I also explained to the guest that if they needed anymore information please call me and I would help them in any way. The problem is when a customer books through expedia,etc
it comes trough multiple systems to get to us. We only know what we receive and must books rooms accordingly. If we receive 2 reservations for the same person we reserve two rooms for that person. If we are to assume that because we get 2 rooms for the same person it must be a duplicate, even though it has 2 seperate reservations numbers, and decide to cancel the extra room that was really needed by the guest we would understand when the guest got here and was short a room and there was not another room within 100 miles and was yelling us. Therefore, each reservation that comes by fax with a seperate reservation number gets a room. I did not purposely try to make this guest angry and it appears that they did get their money for the mistake the website made from the website that made the error. That is what should have happened and did. America's Best Inn Foley