Definition of Turnaway
Turnaway refers to a missed opportunity for a potential customer to make a reservation for a service such as a hotel room, tour, or transportation due to unavailability caused by full booking or reaching maximum occupancy levels. The term ‘turnaway’ indicates that the customer had the intention to book the service, but it was not possible because of limited capacity. Turnaway is a common phenomenon in the travel and hospitality industry and can be frustrating for both the customer and the service provider. It can lead to negative reviews, loss of potential customers and revenue for the service provider. Service providers can manage turnaway situations by implementing effective booking and reservation systems, monitoring occupancy levels regularly, communicating potential availability issues in advance, and providing alternative options for the customers.
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