Working front desk at a small hotel and we’ve got a group that booked four rooms Dec 5–14. Only one person actually showed up. The rest said they were having visa issues, but after that… nothing. No replies, no updates, just disappeared. They paid a 50 percent deposit, so we’ve kept all the rooms blocked out for them, but it’s now three days past check-in and we’re basically sitting on empty rooms we can’t sell.
My boss wants to “wait a little longer,” but at this point I’m wondering if we should cancel the remaining rooms and reopen them. Curious how others in the industry handle a situation like this, keep holding because of the deposit, or free the inventory since they’ve effectively no-showed?
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