On my NEXT hospitality job (I should have sworn off the darned thing the first time, but I needed the cash too much), the management there deliberately overbooked because there was another hotel affiliated with them across the road that was usually so quiet businesswise that they could take the guest overage. Still, I hated the idea. It smacked of "bait-and-switch". And the guests who showed up late with valid reservations we couldn't directly honor didn't like it either and I had to hear about it from a lot of them.
That is very interesting and true business skills as I've come to know them, profit before people, your job being to mollify the frayed edges as low totem pole icon -- they don't care if you get inflicted with the stress (at the same time it helps to remember that you didn't cause it either). And they way they figured it, they got all their rooms booked and no one really gets hurt.
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