FRONT OFFICE SEMANTICS
Overbooking:
Situation in which the hotel has more guest reservations for rooms than it has rooms
available to lodge those guests. Sometimes referred to as
oversold.
Any discussion on overbooking must begin with a simple truth: No experienced
hotel revenue manager would ever take a reservation for a room knowing in advance that
the guest, upon arrival would, without doubt, be walked. There are at least two reasons
why this statement is true. First, a guest with a confirmed reservation who arrives to
find there is no room available is inevitably and rightfully angry. No revenue manager
wants to create angry guests. Second, from the hotel’s financial point of view, the
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