Reservation Denials

Reservation Denials - Lost Revenue

Video Tutorial: RMC Reservation Denial - Lost Revenue | Valsoft Hospitality Customer Hub 

The Reservation Denials feature allows you to track the reasons a customer does not complete a reservation transaction with your property. This helps you identify the reasons for lost revenue.

STEP ONE - Set Up

Please go to FRONT DESK --> Reservation Denials - Lost Revenue

Once in, you want to set up the reasons for your staff to select from the dropdown when they get a Cancellation or Denial. 

1. Click Setup

2. Click INSERT

3. Add a Code and Reason.

You also have these two very useful options to select to push your staff in the right direction for recording this information.

STEP TWO - Selecting a Denial reason in the Reservation/Cancellation Process

OPTION ONE - Cancelling a previously made reservation - 

Open the reservation, Select CANCEL RESERVATION from the bottom of the screen and select either Cancel Reservation or Bill as No-Show, whichever is appropriate.  Click OK.

This will bring you to the screen where you can select the reason from the dropdown and add a comment (I suggest adding room type and rate quoted) if applicable.  The CheckIn Date, Nights, Adults, Child will automatically populate from the booking.

OPTION TWO - A guest changes their mind before completing the reservation.

You will follow the same process, once you enter the reservation details and quote the price, if the Guest changes their mind and does not complete the reservation - Click Cancel Reservation and follow the same steps as above.  It will ask you to enter a name.  Ideally you asked the guests name already, if not you can enter a fake name in order to record the Denial reason.  If this happens often, I suggest coming up with a name you specifically use for this situation, so you don't have a lot of fake names in your Guest Profile list.

OPTION THREE - If you forget to record this information you can go to FRONT DESK --> Reservation Denials - Lost Revenue and manually enter the information.

STEP THREE - Reports

Once you compile this information you need to see it.  Please go to FRONT DESK --> Reservation Denials - Lost Revenue and Report. If this is your first time in the Reports section, you will need to create your first Report Template.

Click NEW, Give the report a name and add the Columns of information you want included click OK if you are done, or NEXT if you want to add a Sort Order.  You can edit all this later if you want to add more or less.

These are the selections I selected for this example report -

At this point you can click RUN REPORT and you will be asked if you want to add a Query - you can select Yes or No.  A popular Query would be a date span i.e. this month, last month, etc.  If this is your first time in here, you may need to build a Query.  Once built you can save it for future use.

To build a Query select NEW and for the example of Last Month you want to clarify it you want the Entry Date of the Reservation Denial to be last month or the potential CheckIn Date to be last month.  You have many fields to select from depending on what sort of information you want this report based on. For my query, I want to know how many Denials were for May bookings, so I selected CheckIn date from the list and add my criteria.  I saved my Criteria as May 2024 - by Checkin Date in case I want to run it again or edit it for another month.  I could also create a May 2024 by Denial Date and get a very different report.

And the report will look like this - As mentioned above, adding the Room Type and Rate Quoted in the Comment section would give you another level of information.