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Responding to Reviews

Regular readers will remember many moons ago my original post about responding to TripAdvisor reviews, which featured some golden rules about how to respond to reviews.  In general these guidelines should be used across all hotels, but why should you respond in the ways that...

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!...

Walkouts – Avoiding the Bad Debtor!

Well, it has been a while since I last posted due to taking a bit of a hiatus from online activity and using my down time to relax (and binge watch seasons of 24!); but now I am back and wanted to write about an all-too-common...

Overbooking is more hassle than it’s worth!

Firstly for my regular readers - sorry for the lack of posts recently; lots of stuff going on in my life and lots of working hard!  But here I am again with another ramble on about hotel practices! I regularly review what drew people to my...

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,...

The Service Recovery Paradox – can you avoid it?

Those of you who have done a hospitality degree of some kind, will know what this theory is; but does it really exist and can you stop this from occurring anyway? The theory of the service recovery paradox goes something like this: The guest who does...

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...