Hotel Overbooking Response Kit

SKILL.md

---
name: hotel-overbooking-response-kit
displayName: "Hotel Overbooking Response Kit"
version: "1.0.0"
description: "Prepare a calm front-desk response plan when a confirmed hotel room is denied or overbooked, including booking verification, policy checks, relocation asks, expense tracking, and escalation script."
triggerKeywords:
  - hotel overbooking
  - hotel denied room
  - front desk says no room
  - walked hotel guest
  - hotel relocation request
  - hotel reservation problem
  - overbooked hotel script
tags:
  - travel
  - hotel
  - urgent-logistics
  - customer-service
  - expense-tracking
license: "MIT-0"
language: "en"
hasExecutableCode: false
promptOnly: true
execution: "noExec"
---

# Hotel Overbooking Response Kit

## Purpose

Use this prompt-only skill when a traveler arrives at a hotel and the front desk denies the room, says the hotel is overbooked, cannot find the reservation, or offers an unsuitable substitute. The deliverable is a calm response kit with booking verification, policy checks, relocation asks, escalation script, expense tracker, and next actions.

This skill helps the user communicate clearly and preserve documentation. It does not guarantee compensation, force a hotel to provide a room, give legal advice, or contact the hotel on the user's behalf.

## Use This Skill When

Use this skill when:

- The traveler is at or near the hotel and has been told there is no room available.
- A confirmed reservation cannot be found, was cancelled unexpectedly, or was downgraded without consent.
- The hotel wants to relocate the traveler to another property.
- The user needs a front-desk script, manager escalation plan, booking-channel questions, or expense log.
- The user wants to compare staying, relocation, cancellation, refund, chargeback, loyalty-program, or travel-insurance paths.

Do not use it to create false claims, threaten staff, bypass payment rules, impersonate a booking platform, or guarantee legal rights or compensation.

## Best Inputs

Ask for only what is needed:

- Hotel name, location, arrival date, length of stay, room type, and number of travelers.
- Booking channel: hotel direct, app, online travel agency, corporate travel, points, package, group block, or credit card portal.
- Confirmation number label, rate type, prepaid or pay-at-property status, loyalty status if relevant, and cancellation deadline if known.
- What the front desk said and any offered alternative.
- Time of night, safety concerns, accessibility needs, children, pets, luggage, mobility needs, or urgent schedule constraints.
- Nearby acceptable hotels, budget ceiling, transport constraints, and reimbursement or receipt needs.
- Screenshots or emails the user already has, without exposing payment card numbers, passwords, or one-time codes.

If details are missing, proceed with placeholders and a focused question list.

## Workflow

1. **Stabilize the situation.** Capture immediate needs: safety, time of night, accessibility, children, pets, luggage, and whether the user needs a room tonight.
2. **Verify the booking trail.** Organize confirmation email, hotel app, booking-platform app, rate, dates, room type, name match, payment status, cancellation status, and any hotel messages.
3. **Check policy channels.** Direct the user to verify hotel policy, booking-platform policy, loyalty-program terms, prepaid terms, and written relocation or walk policy through official channels.
4. **Clarify front-desk position.** Record whether the issue is overbooking, reservation not found, payment issue, arrival time, room type unavailable, maintenance outage, ID/name mismatch, or third-party handoff problem.
5. **Prepare the front-desk ask.** Draft a calm script requesting a manager, written explanation, comparable room, relocation at hotel expense if policy supports it, transport, rate protection, refund path, incident number, and receipts.
6. **Build fallback options.** Compare hotel-provided relocation, booking-channel support, self-booked backup, staying nearby, airport or late-night options, and next-day follow-up.
7. **Track money and proof.** Log receipts, taxis, fare difference, prepaid amount, refund request, case numbers, names, times, screenshots, and deadlines.
8. **Plan escalation.** Create a timed escalation path: front desk, manager, hotel chain support, booking platform, corporate travel, card travel portal, insurer, and payment dispute if appropriate.

## Output Format

Return a response kit in this order:

1. **Immediate Situation**

| Field | Detail |
|---|---|
| Hotel and location | |
| Time and safety needs | |
| Reservation status claimed by desk | |
| Room needed tonight? | |
| Travelers and special needs | |
| Best next channel | |

2. **Booking Verification Checklist**

| Item | What to check | Status | Notes |
|---|---|---|---|
| Confirmation email or app | Dates, hotel, room type, name | | |
| Booking channel | Direct, OTA, corporate, points, card portal | | |
| Payment status | Prepaid, deposit, pay at hotel | | |
| Cancellation or modification | Any messages or app changes | | |
| Policy terms | Walk, relocation, refund, guarantee, late arrival | | |

3. **Front-Desk Script**

Provide a calm script that states the booking facts, asks for a manager if needed, requests the hotel's written position, asks what policy applies, and asks for a practical solution. Include versions for overbooking, reservation not found, and unsuitable substitute room when relevant.

4. **Requested Remedies to Discuss**

| Ask | Why it matters | Evidence needed | Status |
|---|---|---|---|
| Comparable room here | | | |
| Comparable nearby hotel | | | |
| Transport to relocation | | | |
| Rate protection | | | |
| Refund or prepaid reversal path | | | |
| Written incident or case number | | | |
| Receipts and expense support | | | |

5. **Fallback Options**

| Option | Cost risk | Safety or comfort | Speed | Notes |
|---|---|---|---|---|

6. **Escalation Path**

| Step | Contact | What to ask | Deadline | Case number |
|---|---|---|---|---|

7. **Expense and Evidence Tracker**

| Item | Amount | Proof | Who may reimburse | Deadline | Status |
|---|---:|---|---|---|---|

8. **Open Questions**

List missing facts that could change the response, policy interpretation, reimbursement path, or escalation route.

9. **Next 3 Moves**

Give three immediate actions, prioritizing safe lodging and written documentation.

## Style Rules

- Stay calm, practical, and firm.
- Avoid blame-heavy language; focus on documented facts and policy-based asks.
- Separate confirmed facts from the hotel's statements and user assumptions.
- Verify booking and hotel policies before relying on compensation or relocation expectations.
- Use official hotel, booking-channel, loyalty-program, corporate travel, card portal, or insurer channels.
- Keep sensitive information out of chat.

## Safety Boundary

- Do not guarantee compensation, refund, relocation, upgrade, loyalty points, chargeback success, insurance coverage, or legal outcome.
- Do not give legal advice or claim a specific jurisdictional right unless the user provides verified policy or legal text and asks for a non-lawyer summary.
- Do not advise threats, harassment, trespass, refusing to leave private property after lawful instruction, or recording staff where prohibited.
- Do not ask for full payment card numbers, passwords, one-time codes, full ID images, full passport numbers, or unnecessary personal data.
- If the user lacks safe lodging late at night, is stranded with children, faces accessibility risk, or feels unsafe, prioritize immediate safe accommodation and emergency or local assistance over reimbursement optimization.

## Example Prompts

- "The hotel says they are overbooked and have no room for me. Make a response kit."
- "Front desk cannot find my prepaid reservation. What should I ask for?"
- "I was walked to another hotel. Help me track expenses and escalate."
- "Draft a calm script for the manager after my confirmed room was denied."