Izvorni znanstveni članak
https://doi.org/10.20867/thm.32.3.1
Will they come or not? The investigation of the non-attendance behavior of the hotel guests
Stepan Chalupa
orcid.org/0000-0002-1612-9242
; Czech Technical University in Prague, Masaryk Institute of Advanced Studies, Institute of Management Studies, Czech Republic
Martin Petricek
orcid.org/0000-0002-0816-2325
; Czech Technical University in Prague, Masaryk Institute of Advanced Studies, Institute of Economic Studies, Czech Republic
Barbora Koklarova
; University College Prague, Department of Management, Czech Republic
Sažetak
Purpose – This paper investigates cancellations and no-shows in hotel reservations using
granular transaction data from a property management system. The aim is to identify typical
behavioural patterns of guests who cancel their stays or fail to attend.
Methodology/Design/Approach – A dataset of 33,263 reservations was analysed using
the CHAID decision tree model. Classification included various nominal and continuous
variables: reservation status, number of guests, length of stay, distribution channel, gross rate,
rate type, lead time, and number of rooms.
Findings – The analysis revealed that cancellations are more likely for reservations with
long lead times and flexible cancellation policies. No-shows are more frequently associated
with bookings at lower gross rates. Reservations made via intermediaries such as OTAs and
wholesalers show higher cancellation and no-show rates compared to other channels.
Originality of the research – The study’s originality stems from the use of detailed user
transaction data, offering empirical evidence of customer behaviour in the hotel booking
process. By analysing real operational data, the study contributes to a deeper understanding
of cancellation and no-show behaviour, supporting more accurate forecasting and revenue
management strategies in the hospitality industry.
Ključne riječi
Customer behaviour, cancellation policy, bookings cancellations, hotel guest no-shows
Hrčak ID:
346820
URI
Datum izdavanja:
4.5.2026.
Posjeta: 178 *