酒店顾客的no—show和取消预订行为直接影响酒店的收益管理，但与此相关的研究成果较少。通过对深圳大梅沙京基喜来登度假酒店长达半年的no—show和取消预订数据为样本进行定量分析，结果显示：整体上no-show和取消预订的顾客以男性商务顾客居多；顾客大多为临时的行程取消或更改而取消预订，且性价比和顾客对酒店的信任度对此有一定影响；散客尤其是商务顾客有着较为明显的规律，性别差异也极为明显。酒店应对顾客的no—show和取消预订行为予以重视。%In hotel revenue management, reservation behavior remains one of main research contents, but these kinds of related researches are few. This article selects no - shows and cancellations in Sheraton Dameisha Resort, Shenzhen from July 2010 to December 2010 as a sample to make a quantitative analysis, the findings are that generally speaking, in terms of the customers of no - shows and cancellations, male business customers account for a large proportion; most of no - shows and canceUations caneel the booking temporarily, besides, the best deal and credibihty for hotel have influence on cancellation behavior to a certain extent; season has an obvious impact on the reservation behavior of FIT, and female's no - show and cancellation behavior is relatively rational, but compared to female, male's no - show and cancellation behavior is more random, less focusing on the best deal. In addition, special attention should be paid to the reservation behavior of no - shows and cancellation.
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