Covering everything about relocations, including what options we need to provide and how to compensate.
Contents
- Overview
- Relocation caused by hotel or supplier
- Our agreement with Revolut
- General relocation agreement
- Revolut's relocation SLA vs other clients
- Reporting the reservation as a relocation on LiteAPI
- Logging into GSA
Overview
An overbooking occurs when a customer has a confirmed reservation, but the property is unable to honour it for any reason. When this happens, it is critical that we act quickly to assist the customer. The way an overbooking is resolved may vary depending on the specific circumstances. Please note that this SOP does not cover ghost bookings which you may find here.
Relocation caused by Hotel or Supplier
In case the Hotel informs that they cannot honour a booking, please do the following:
- Reach the Supplier informing of the overbooking and request they reach the original hotel to make sure there's no chance the original hotel can honour the guest in the same property.
- If the supplier confirms point 1 is not possible, ask the supplier to offer an alternative property of the same or better standard as the original.
- Depending on the check-in day, give the supplier a feasible amount of time to come back to us, while still keeping sufficient pressure for them to provide a fast solution.
- If the alternative option provided by the supplier is comparable to the original overbooked property and room, then offer this to the client.
- If the client responds to confirm the guest agrees with the alternative property, please get back in touch with the provider to confirm the alternative booking.
- Finalise with the client to confirm the booking.
In case the guest does not agree with the alternative option offered by the provider
Our relocations agreement with Revolut
When an overbooking occurs, we have a fixed agreement with Revolut to offer the following solutions:
- 3 alternatives hotels
- Self-service rebooking
- Free cancellation
Please read on to better understand what each option means:
1: Offering 3 alternative properties
As mentioned in the macro, these three alternative properties that we are offering are 'comparable' to the original hotel. This means, they must be:
- The same star rating or higher
- The same quality or better
- The same room type or better
- The same board or better
- No more than 5km away from the original property
❗ Exception
Sometimes it can be difficult to find three alternative properties, perhaps due to the location (a small island) or specific date (NYE). In these instances, we can exceptionally offer fewer than three alternatives and clearly explain to the client why. Additionally, if the guest is already showing a preference towards a certain alternative property
2: Self-service
The second option invites the guest to find and book their own property themselves and send us the invoice so we can refund them up to 200% of the original booking. This is how it reads in the macro:
"If the guest prefers to find their own alternative, we will reimburse the cost of the new reservation up to a maximum of 200% of the original booking amount.
Simply send us the new reservation invoice for reimbursement."
According to the relocation macro, options 1 and 2 do not state that the original booking will be cancelled. In self-service cases, the first 100% of the booking amount refers to the price of the original booking. Therefore it is essential to always check the status of the original (overbooked) booking before confirming a refund amount (whether by phone or in writing to the client).
Here are some examples when the original booking is not cancelled:
| Original amount paid | Maximum refund (200%): Includes 100% of the original booking rate plus an additional 100% as compensation. |
| €50 | €100 |
| €75 | €150 |
| €100 | €200 |
| €120 | €240 |
| €150 | €300 |
| €200 | €400 |
| €250 | €500 |
| €300 | €600 |
| €400 | €800 |
| €500 | €1,000 |
❗ Important
Please always be mindful of the status of the original booking. If it is cancelled free of charge and we issue an additional 200% refund, the guest will receive a total refund of 300%, which is incorrect.
If the original booking is already cancelled
If you receive an invoice of alternative property the guest booked themselves and the original booking has been cancelled, ensure this is accounted for when you process the self-service refund. See examples below:
| Original booking rate | Free cancellation (100%) | Self-service rate | Pending refund |
| €50 | €50 | €124 | €50 |
| €75 | €75 | €460 | €75 |
| €100 | €100 | €12 | €12 |
| €120 | €120 | €50 | €50 |
Self-service calculator
To help calculate how much the customer should be refunded based on the rate of the original booking versus the rate of the self-service booking, please make a copy of the below Google Sheet:
❗ Important Please make a copy of the above spreadsheet in order to use it.
3: Free cancellation
In case the client informs that the guest would simply like to cancel the original booking, free of charge, please process this accordingly in the system and update the client.
General relocation agreement for all other clients
For all other clients, please offer the following relocation options:
- 2 alternative properties (of the same standard, star rating, no more than 5KM from the original)
- Free cancellation
Revolut's relocation SLA vs other clients
Reporting the reservation as a relocation on LiteAPI
Once a relocation is completed, aka an alternative property has been booked and stayed at, please ensure to mark the relocation on LiteAPI so that it can be added to the relocations report. This is essential as it allows Nuitee to understand the true number of relocations that are happening.
You will be able to find where to record the relocation on LiteAPI here: https://admin.liteapi.travel/bookings
How to record a relocation on LiteAPI
- Enter the Booking ID into 'Search Bookings' field;
- Scroll to the right and click 'Details';
3. When you click details, this will bring up a window on the right, scroll down and click 'Relocate Booking';
4. Scroll down and fill in the information of the alternative hotel as shown below:
5. Finally, scroll down and fill out the remaining details depending on how the relocation went and click 'Save Relocation'.
Logging into GSA
All agents to use the same below credentials to log into GSA:
- User: CustomerServiceSpain
- Password: Zqa@32dxw
Article created on 5th January, 2026
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