> For the complete documentation index, see [llms.txt](https://revhero.gitbook.io/revhero-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://revhero.gitbook.io/revhero-docs/support/glossary/c.md). # C Hotel and revenue management terms beginning with C. ## Cancellation Lead Time The average number of days between the day a booking is cancelled and the arrival date. **Cancellation lead time = arrival date − cancellation date**, averaged across the cancellations in a period. A booking for 15 April is cancelled on 10 April. The cancellation lead time is 5 days. It tells you how much time you normally have to re-sell a cancelled room. If most of your cancellations arrive 2 to 5 days before check-in, you have little time, so you may hold a smaller overbooking buffer and keep rates flexible late. Read it by segment, by channel and by rate type. Flexible rates cancel far later than non-refundable ones. **See also:** [Cancellation Rate](#cancellation-rate) · [No-Show Rate](/revhero-docs/support/glossary/n.md) · [Pickup](/revhero-docs/support/glossary/p.md) · [Overbooking Strategy](/revhero-docs/support/glossary/o.md) *** ## Cancellation Rate The share of confirmed bookings that are cancelled before arrival. **Cancellation rate = cancelled bookings ÷ confirmed bookings × 100** 50 cancellations out of 500 bookings in a month gives a cancellation rate of 10%. A high cancellation rate damages your forecast and can point to a pricing, market or policy problem. It also decides how far you can safely overbook. Track it by channel and by segment. It is what tells you whether to push non-refundable rates, change a deposit policy, or tighten a cancellation window. **See also:** [No-Show](/revhero-docs/support/glossary/n.md) · [Overbooking](/revhero-docs/support/glossary/o.md) · [Wash factor](/revhero-docs/support/glossary/w.md) · [Booking Pace](/revhero-docs/support/glossary/b.md) · [Forecast](/revhero-docs/support/glossary/f.md) *** ## Capture Rate The share of the demand in your market that you turn into bookings. **Capture rate = your bookings ÷ total market searches × 100** If your capture rate falls while demand stays flat or grows, you are losing share to your competitors. Check your rates, your visibility on the channels, and your review scores. **See also:** [Online Demand](/revhero-docs/support/glossary/o.md) · [Conversion Rate](#conversion-rate) · [Hotel Market Share](/revhero-docs/support/glossary/h.md) · [Competitive Set (Comp Set)](#competitive-set-comp-set) *** ## Central Reservation System (CRS) The system a hotel uses to hold its rooms and rates in one place and send them out to every sales channel. A CRS keeps availability and rates the same everywhere. It takes bookings from your own site, from OTAs, from the GDS and from a call centre, and it updates every channel when one of them sells a room. A guest books on your website. The CRS removes that room from sale everywhere else at once, so it cannot be sold twice. **See also:** [Channel Manager](#channel-manager) · [Property Management System (PMS)](/revhero-docs/support/glossary/p.md) · [Central Reservations Office (CRO)](#central-reservations-office-cro) · [Global Distribution System (GDS)](/revhero-docs/support/glossary/g.md) *** ## Central Reservations Office (CRO) A booking office staffed by reservation agents, who take and process booking requests for a hotel or a group. Agents see live availability and search for a property that fits what the caller wants. Large hotels and chains use a CRO to handle direct bookings by phone. The bookings it makes pass through the CRS or the PMS, so availability stays correct. **See also:** [Central Reservation System (CRS)](#central-reservation-system-crs) · [Property Management System (PMS)](/revhero-docs/support/glossary/p.md) · [Direct Booking](/revhero-docs/support/glossary/d.md) *** ## Chain Code A two-character code that identifies a hotel chain inside a global distribution system. Travel agents use the code to find the chain's hotels quickly. The same chain can have a different code in each GDS, so agents must use the right one for the system they are in. A brand might be "XY" in Amadeus and "XZ" in Sabre. **See also:** [Global Distribution System (GDS)](/revhero-docs/support/glossary/g.md) · [Chain Hotel](#chain-hotel) · [Private Label Chain Code](/revhero-docs/support/glossary/p.md) *** ## Chain Hotel A hotel that belongs to a group of hotels run by the same company, usually under one brand. A central company handles marketing, reservations and administration for every property. Guests get the same standards wherever they stay, and they can collect loyalty points across the group. Some chain hotels are owned by the group, others are run under a franchise or a management agreement. The benefits are buying power, central marketing, stronger negotiation with tour operators and OTAs, and shared support services. The cost is flexibility: you must follow the brand standards, which makes it harder to react quickly to your own market. **See also:** [Hotel Group](/revhero-docs/support/glossary/h.md) · [Hotel Franchise](/revhero-docs/support/glossary/h.md) · [Independent Hotel](/revhero-docs/support/glossary/i.md) · [Chain Code](#chain-code) *** ## Channel Management The work of managing your rooms, rates and bookings across every channel you sell on. It covers keeping availability correct everywhere, keeping rates consistent, and deciding how much of your inventory each channel gets. Done well, it prevents overbookings and rate differences between channels. **See also:** [Channel Manager](#channel-manager) · [Channels](#channels) · [Rate Parity](/revhero-docs/support/glossary/r.md) · [Distribution Strategy](/revhero-docs/support/glossary/d.md) *** ## Channel Manager The software that sends your rates and availability to every online channel from one place, and brings the bookings back. Without one, a rate change means logging into each OTA separately. With one, you change the rate once and it goes everywhere at the same time. **See also:** [Channel Management](#channel-management) · [Property Management System (PMS)](/revhero-docs/support/glossary/p.md) · [OTA](/revhero-docs/support/glossary/o.md) · [Rate Parity](/revhero-docs/support/glossary/r.md) *** ## Channels The places your rooms are sold. | Type | Examples | | -------- | ------------------------------------------------------------- | | Direct | Your website and booking engine, phone reservations, walk-ins | | Indirect | OTAs, the GDS, travel agents, wholesalers | Watch which channels produce your bookings, and at what cost. If phone reservations rise, better call handling will win you more of them. If one channel dominates, your margin is exposed. Selling on several channels widens your reach and helps you fill rooms in low season, because each channel brings a different kind of guest. **See also:** [Channel Management](#channel-management) · [Distribution Channel](/revhero-docs/support/glossary/d.md) · [Business Mix](/revhero-docs/support/glossary/b.md) · [Direct Booking](/revhero-docs/support/glossary/d.md) *** ## Close Out Stopping a room type or a rate plan from being sold, on one channel or on all of them, for a date. It is also called a stop sell. No new booking can be made while it is in place. You close out to protect rooms for higher-value business, to control overbooking risk, or to take rooms off sale during maintenance. During a city-wide trade fair, a hotel closes out its discounted rate plans. The rooms stay available only at full rate, for guests willing to pay it. **See also:** [Stay Restriction](/revhero-docs/support/glossary/s.md) · [Closed to Arrival (CTA)](#closed-to-arrival-cta) · [Inventory](/revhero-docs/support/glossary/i.md) · [Overbooking](/revhero-docs/support/glossary/o.md) · [Blackout Dates](/revhero-docs/support/glossary/b.md) *** ## Closed to Arrival (CTA) A restriction that stops new check-ins on a date. Guests already staying can stay through it, and guests can still arrive on later dates. A hotel sets 11 June as closed to arrival: * A guest arriving on 10 June can stay through 11 June. * No guest can check in on 11 June. * Guests can arrive on 12 June or later. CTA shapes your arrival pattern. On a 3-night event, a CTA on the busiest night pushes guests to arrive the day before, which fills the quieter night as well. It has a cost. You turn away guests who wanted to arrive on that date and stay longer, so use it only where the longer stays you gain are worth more. **See also:** [Closed to Departure (CTD)](#closed-to-departure-ctd) · [Minimum Length of Stay (MinLOS)](/revhero-docs/support/glossary/m.md) · [Stay Restriction](/revhero-docs/support/glossary/s.md) · [Yield Management](/revhero-docs/support/glossary/y.md) *** ## Closed to Departure (CTD) A restriction that stops check-outs on a date. Guests can check in before it, but they must stay beyond it. A hotel sets 13 June as closed to departure: * A guest can check in on or before 13 June. * No guest can check out on 13 June. * The stay must continue past 13 June. You use it to keep guests in the hotel through a peak night, instead of losing them on the morning of it. It has a cost. It blocks short stays that would end on that date, and it does not suit guests with fixed travel dates. **See also:** [Closed to Arrival (CTA)](#closed-to-arrival-cta) · [Stay Restriction](/revhero-docs/support/glossary/s.md) · [Inventory](/revhero-docs/support/glossary/i.md) · [Yield Management](/revhero-docs/support/glossary/y.md) *** ## Commission The fee you pay an OTA, a travel agent or a wholesaler for producing a booking. It is a percentage of the room revenue. A €100 booking through an OTA at 18% commission costs you €18, so you keep €82. Rates usually run from 10% to 30%, and about 15% is the most common. Large chains negotiate lower. Some OTAs offer better placement in their search results in return for a higher commission. Commission decides your real revenue. Judge every channel on what you keep after commission, not on the rate the guest paid. **See also:** [Net Revenue](/revhero-docs/support/glossary/n.md) · [OTA](/revhero-docs/support/glossary/o.md) · [Business Mix](/revhero-docs/support/glossary/b.md) · [Direct Booking](/revhero-docs/support/glossary/d.md) · [Agency Model](/revhero-docs/support/glossary/a.md) *** ## Competitive Set (Comp Set) The group of hotels you treat as your direct competitors — properties in your market that sell a similar product to a similar guest. A comp set is usually 5 to 10 hotels with a similar location, star rating, size and guest profile. A 4-star beachfront hotel would choose other 4-star hotels on the same coast. You compare your occupancy, ADR and RevPAR against the comp set to see your real position. Knowing where your rate sits against theirs is what lets you price competitively without selling too cheaply. **See also:** [Competitor Rate](#competitor-rate) · [Benchmarking](/revhero-docs/support/glossary/b.md) · [STR Report](/revhero-docs/support/glossary/s.md) · [Average Rate Index (ARI)](/revhero-docs/support/glossary/a.md) · [Market Penetration Index (MPI)](/revhero-docs/support/glossary/m.md) *** ## Competitor group (RoomPulse) A named subset of your comp set, used to compare yourself against part of the market instead of all of it — your direct rivals only, the boutique properties only, or the hotels on your board basis. Groups are built with tags, so 1 competitor can belong to more than 1 group. Groups narrow what you see inside RoomPulse. Revhero reads the whole comp set, not the groups. **See also:** [Competitive Set (Comp Set)](#competitive-set-comp-set) · [Competitor Rate](#competitor-rate) · [Competitors & competitor groups](/revhero-docs/roompulse/rate-settings/competitors.md) *** ## Competitor Rate The rate a hotel in your competitive set is selling for a date. If your competitors are selling at an average of €150 a night, €150 is the competitor rate for that date. Competitor rates show your position in the market. Sitting below them attracts price-sensitive guests. Sitting above them signals a better product, and only works if the guest can see the difference. **See also:** [Competitive Set (Comp Set)](#competitive-set-comp-set) · [Median Rate](/revhero-docs/support/glossary/m.md) · [Average Rate Index (ARI)](/revhero-docs/support/glossary/a.md) · [Rate Parity](/revhero-docs/support/glossary/r.md) *** ## Complimentary Something given to the guest at no extra charge. Common examples are bottled water, Wi-Fi, a room upgrade or a late check-out. A complimentary item can also be part of a package — a meeting room let with Wi-Fi, a projector and refreshments included in one price. **See also:** [Free of Charge (FOC)](/revhero-docs/support/glossary/f.md) · [Packaging](/revhero-docs/support/glossary/p.md) · [Upsell](/revhero-docs/support/glossary/u.md) *** ## Consortia A network that independent hotels or travel agencies join, to gain the reach and the buying power of a large group. Members pay a fee. In return they get access to corporate travel programmes, travel agency partnerships and distribution platforms they could not reach alone. Companies book inside an approved network that meets their price and quality rules, which is why consortia matter most in business travel. Global Hotel Alliance, ABC Global Services, WIN Global Travel Network and Leading Hotels of the World are well-known examples. **See also:** [Independent Hotel](/revhero-docs/support/glossary/i.md) · [Negotiated Rate](/revhero-docs/support/glossary/n.md) · [Representation Company](/revhero-docs/support/glossary/r.md) · [Business Mix](/revhero-docs/support/glossary/b.md) *** ## Constrained Revenue The revenue you could earn from the rooms you actually have. It is the realistic version of your revenue potential, because it is limited by your room count. Unconstrained revenue ignores that limit and shows what full demand would have been worth. **See also:** [Unconstrained Revenue](/revhero-docs/support/glossary/u.md) · [Unconstrained Demand](/revhero-docs/support/glossary/u.md) · [Forecast](/revhero-docs/support/glossary/f.md) *** ## Conversion Rate The share of visitors to your website or booking engine who complete a booking. **Conversion rate = completed bookings ÷ total visitors × 100** A low conversion rate means something is stopping people at the last step — the rate, the availability, the payment options, or the booking process itself. Fixing it wins you more bookings from the traffic you already have. **See also:** [Online Booking Engine (OBE)](/revhero-docs/support/glossary/o.md) · [Direct Booking](/revhero-docs/support/glossary/d.md) · [Capture Rate](#capture-rate) *** ## Cost Per Occupied Room (CPOR) The average operating cost of each room you sell. **CPOR = total rooms department cost ÷ rooms sold** Rooms department costs of €1,875 across 75 rooms sold give a CPOR of €25. You spend €25 to service each occupied room. CPOR is what turns a rate into a margin. A rate is only worth taking if it clears the cost of servicing the room. **See also:** [Gross Operating Profit (GOP)](/revhero-docs/support/glossary/g.md) · [Margin](/revhero-docs/support/glossary/m.md) · [Net Revenue](/revhero-docs/support/glossary/n.md) · [ADR](/revhero-docs/support/glossary/a.md) *** ## Cross-Sell Selling the guest something alongside the room — a spa treatment, an airport transfer, a meal package, an excursion. Cross-selling raises what each guest spends with you, and it uses a relationship you already have. Every euro of it is revenue that does not depend on selling another room. **See also:** [Upsell](/revhero-docs/support/glossary/u.md) · [Ancillary Revenue](/revhero-docs/support/glossary/a.md) · [TRevPAR](/revhero-docs/support/glossary/t.md) *** ## Cut-off date The deadline by which the rooms in an allotment or a group block must be booked individually. Rooms still unbooked after it go back on general sale. A hotel holds a group block with a 2-day cut-off. A guest wanting a room for Friday must book it by Wednesday. On Thursday the rooms are no longer held for the group. Track your cut-off dates. Rooms released too late are rooms you cannot sell at a good rate on a busy day. **See also:** [Allotment](/revhero-docs/support/glossary/a.md) · [Group Booking](/revhero-docs/support/glossary/g.md) · [Pickup](/revhero-docs/support/glossary/p.md) · [Inventory](/revhero-docs/support/glossary/i.md) *** **Was this page helpful?** If something here is wrong, unclear or missing, email [support@revhero.com](mailto:support@revhero.com?subject=Manual%20feedback%20%5Ben%5D%20support%2Fglossary%2Fc.md) and quote this page: `support/glossary/c.md`. Say what you expected to find — that is the part we can fix.