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Cancel, rebook, save
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Resumo(s)
Rebooking—canceling a reservation and booking the same stay at a lower rate—creates revenue leakage for hotels, whether the savings go to guests or intermediaries. We analyze 2,223,024 reservations from 628 Portuguese properties (2022–2024) and match cancellations to near-immediate, lower-priced replacement bookings. Rebookings account for 0.94 % of reservations and generate €1,241,281.58 in gross revenue displacement (i.e., the difference between the original and replacement booking values). Rebooking is more frequent in urban markets but typically involves smaller per-stay losses. Losses vary by region, season, and accommodation type. We propose a measurement framework and recommend policies: guardrails on late price cuts, fenced discounts, parity audits, and rebooking risk flags in reservation systems. To our knowledge, this is the first large-scale multi-property estimate of within-property rebooking-related revenue displacement in hotels. Results extend empirical evidence on strategic consumer behavior under dynamic pricing and inform more robust monitoring and pricing safeguards in revenue management practice.
Descrição
Kmiecik, M., & Antonio, N. (2026). Cancel, rebook, save: Revenue leakage from price cuts in hotels. International Journal of Hospitality Management, 135, Article 104647. https://doi.org/10.1016/j.ijhm.2026.104647 --- %ABS3% --- This work was supported by national funds through FCT (Fundação para a Ciência e a Tecnologia), under the project - UID/04152/2025 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS - https://doi.org/10.54499/UID/04152/2025 (2025-01-01/2028-12-31) and UID/PRR/04152/2025 https://doi.org/10.54499/UID/PRR/04152/2025 (2025-01-01/ 2026-06-30).
Palavras-chave
Rebooking Hospitality Industry Revenue Management Dynamic Pricing Data Science Strategic Consumer Behavior Tourism, Leisure and Hospitality Management Strategy and Management SDG 9 - Industry, Innovation, and Infrastructure SDG 12 - Responsible Consumption and Production