How can I prevent double-booking tours? - Hy.ly

Double booking has been a hot topic in various industries (think airline seat mix-ups). While double-booking tours in multifamily isn’t as dramatic, it can still harm your property’s reputation.

To help navigate this, we’ve outlined three levels of maturity for tour scheduling: separate calendars, shared calendars, and universal calendars.

Last Updated: March 2025

Let’s explore each scenario and how advancements in tour scheduling technology can improve your process.

Level 1: Separate Calendars

Separate calendars are a recipe for disaster. Agents and call centers work off different schedules, leading to accidental double bookings. Since there’s no centralized view, it’s easy for two prospects to be booked at the same time without anyone realizing it.

This creates an awkward situation and makes your property management company (PMC) seem disorganized. Prospects may feel like they’re not a priority—a bad first impression that’s hard to undo.

Challenges:

• No visibility across teams.
• Prospects must call or visit during office hours to schedule tours.
• Increased likelihood of scheduling errors and missed opportunities.

Modern Update:

Most prospects today expect online scheduling. Offering limited booking options, especially without self-scheduling capabilities, can drive them straight to your competitors.

Level 2: Shared Calendars

A shared calendar between agents and call centers eliminates double bookings. However, it still doesn’t put the customer first. Prospects must call or visit the property to book tours, which is a major inconvenience.

Common Pain Points:

• Phone-based scheduling can be frustrating:
  • Requires a phone call (many prospects prefer digital communication).
  • Limited office hours.
  • Potential for long holds or phone tag.

In today’s world of instant access, this process doesn’t cut it. Most renters expect to book tours online—and at any time of day.

Modern Update:

Integrate virtual tours, self-scheduling options, and automated follow-ups to give prospects more control. These additions not only improve the experience but also increase tour conversions.

Level 3: Universal Calendar

A universal calendar is the gold standard for tour scheduling. It centralizes all booking activity into a single, accessible platform for prospects, agents, and call centers.

Benefits of a Universal Calendar:

• Eliminates Double Bookings: Everyone can see real-time availability.
• 24/7 Scheduling: Prospects can schedule tours anytime, online or by phone.
• More Options for Booking: Add scheduling links to your website, social media profiles, and even ILSe platforms.

This flexibility means no more after-hours calls and fewer missed opportunities. Prospects will appreciate the convenience, and your team will benefit from a streamlined, error-free process.

Modern Update:

Take it a step further by offering options for self-guided tours, virtual tours, and live video tours. Prospects can choose the tour format that best suits their preferences, creating a frictionless experience.

Where Does Your Property Stand?

Now that you know the maturity levels of tour scheduling, it’s time to evaluate where your company stands. Moving beyond outdated methods can make a world of difference in lead conversion and resident satisfaction.

We want to hear from you! Share your thoughts on tour scheduling and where your PMC is on its journey to a modern, customer-first experience.