Chocolate Pillow | reservations
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Handling Un-Guaranteed Bookings

What do you do when you are full and you have loads of unguaranteed reservations?  This is a question that many reception staff pose to each other and to management but often do not actually know the answer to; similarly, many smaller hotels and independents...

Outbooking – the results are in!

How does overbooking and out booking affect guests? The latest results of an impact survey provide some revealing insights!...

Overbooking & Outbooking – How to handle it!

I regularly review the search terms used for finding my site, and by far the most common searches relate to outbooking and overbooking.  Surprisingly when searching, there is no definitive standard for outbooking guests and there is not really anything that tells you what to...

The Reality of Online Hotel Reservations

  One of the most convenient ways to book a hotel room online is through travel booking sites such as Expedia, Travelocity, and Orbitz. Although these websites provide a fairly quick and easy way to make a reservation and there are many sites to choose from,...

How to manage overbooking… properly!

I have written many an article that slanders overbooking and how detrimental this can be to a hotel's reputation.  But there are some positives to it too...

Hotel rates and occupancy – why less is more

People I have worked with, and some revenue and business models I have seen, rely on (for want of a better phrase) 'packing people in' - generally fill the hotel as much as possible (sometimes overfill it) and then we will look brilliant...

Did media and greed kill hospitality during the Olympics?

I saw an interesting article earlier today on BigHospitality which reported that visitor numbers were down during the Olympics 2012 - the Office of National Statistics reported that there were 5% less international visitors than the same time last year, with International Visitors numbering just 590,000...

Hotel placebo’s and forgotten guests…

Something was mentioned today that made me wonder, and took me on an interesting thought process - does the placebo effect apply to hotels?   Most people may be familiar with the placebo effect, but for those that are not:   [quote]The placebo effect is the psychological term used...

Why overbooking should be cancelled!

Overbooking is a fact of life in hotels, and whether you love or hate it there is a very important question that in 18 years of hospitality, I have never had asked of me nor ever asked of anyone else I work with...