We cannot provide the guest with the booked accommodation. What should I do?

According to the contract with Emerging Travel Group companies, all bookings made on the site are confirmed, as the availability of rooms is set by the hotel independently in the Emerging Travel Extranet system. Therefore, in the event of overbooking, the accommodation option is required to provide the guest with the accommodation booked on an Emerging Travel site. If the accommodation option cannot provide the guest with a room of the booked category, then it must provide the guest with alternative accommodation that is of no lower a level than the booked accommodation without changing the cost of the booking. Alternative accommodation options must be offered by the hotel to the guest via the Emerging Travel support service (contact details – support@emergingtravel.com).

If the accommodation option cannot provide the guest with alternative accommodation,, inform the Emerging Travel Group support service about this. We will organize alternative accommodation for the guest.

Bookings that have been overbooked are included in the commission invoice. The invoice will also include additional expenses that our company has incurred for overbookings when providing the guest with alternative accommodation (for example, the cost of transfer or the difference between the initial cost of the booking and the cost of the alternative accommodation).