SOP – Reservations – How to Turnaway Reservation in hotels

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

How to Turnaway Reservation in Hotels?

At some times a reservation request must be denied or not processed because the hotel is fully booked or the guest is not interested in making a reservation with the hotel.

There are many reasons for turning away e.g.: High Price, Requested Room Type sold out, General Enquiry, Competitor offering a lower rate, Black listed company, requested Room Type not available at the hotel, etc.

1) Answer the call with a Smile:

Hi, this is “(your name)”’ at room reservations. How may I help you?

Guest: I would like to make a room reservation, please.

2) Offer to take the guest’s name and Phone number

Certainly Sir/Mam. (Pause) May I request your name, mobile number, and email ID, please?

3) And your company/travel agency name?

I am from “(Company/TA name)”.

4) The arrival date of the guests? (Pause, take answer) And the departure date is? (Pause, take answer). So that is for “(# of nights)” nights? Yes.

5) Please hold for a moment, while I check the availability. (Put the call on hold, check availability, and go back to the call quickly)

6) Convey the details of availability / non-availability of room politely to the guest.

7) Note down and record the reason for ‘Turn away’ on the PMS.

Training Summary questions:

Q1. When do we turn away a room reservation?         

Q2. What details are to be collected from the guests?      

Q3. How to convey the availability/non-availability of a room to the guest?
SOP Number: Front Office SOP - 18 
Department: Front Office - Reservations
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes

Back Office Job Description Banquet BAR Beverage Service Cashiering Chef Chef Training Cleaning Concierge Duties and Responsibility Engineering Executive Chef F&B Setup F&B Training Finance Food Service Front Desk Front Office Formats Front Office Setup Front Office Training Guest Room Guest Services Hospitality Basics Hotel Formats Hotel Security Hotel Staff Job Description Hotel Staff Training Housekeeping Formats Housekeeping Setup Housekeeping Training Kitchen Kitchen Basics Kitchen Training Maintenance Maintenance Technician Reservation Restaurant Sales SOP SOP F&B Service SOP Finance and Accounting SOP Front Office SOP Housekeeping SOP Kitchen Staff Training

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

Learn more