I am trying to help Adamshurst (a restaurant and fucntion centre in Albury, Australia) figure out how to handle a double booking in a better way. Their current method (chose one group and tell the other that they cannot have it), seems to leave some customers unhappy.
Please read the situation below and let me know how you would handle this situation in a way that would at least appease (if not actually satisfy) both parties.
Click here to see what people think should have been done
You are the Manager of Adamshurst. You have just discovered that you have a birthday, and a wedding reception booked on the same day at the same time.
The problem occured because, 3 months ago, the wedding group changed their booking time from midday to 6pm, and your staff neglected to update their booking in the booking system.
Both groups have payed their deposits, and both have received written confirmation that they can have the venue on that particular night.
Please provide your solution below. I will post any constructive and reasonable solutions. Remember, I am trying to give Adamshurst some ideas on improving the way the way they handle their mistakes.
Joh - 6-Jul-2008 -
Were I in the position of running such a center and an unfortunate double booking had occurred I would have:
First: offered both parties the opportunity to reschedule at half price if it was an option to them.
Second: Assist in finding another venue for either party. and compensating.