View Regrets Loss of Business Report (Cloud) 🎥
Loss of business refers to revenue opportunities the property expected to receive but ultimately did not realize. In Visual Matrix, loss of business is tracked through two types of events: early check-outs, when a guest departs before their scheduled date, and regrets, when a guest chooses not to complete a booking after making an inquiry. This article focuses on regrets.
The Regrets Loss of Business report lists all lost bookings recorded during a selected period, along with the reason each inquiry did not convert into a reservation. Reviewing these regrets helps your team identify booking obstacles, analyze trends that impact revenue, and make informed decisions about pricing, availability, and guest communication.
Path: Front Office > Supervisor > Loss Of Business
Regret reasons are user-defined. Your property must create its own list before regrets can appear in this report. To set them up, see Create and Manage Regret Reasons (Cloud).
Generating the Report
1. Select the Regret option to view all booking inquiries that did not convert into a reservation.
2. Enter a date range or select dates from the calendar.
3. Click Refresh to display matching results. Click Print to generate a printed version of the report.
Understanding the Report
This report displays every recorded regret — including lost sales after inquiry — along with the date, reason, and relevant details. Use it to analyze trends, identify booking obstacles, and evaluate lost opportunities.
Regret Entry Details
- Entered Date: The date the regret was recorded.
- Entered Time: The time the regret was recorded.
Regret Reason
- Reason: Explanation for why the booking did not convert (e.g., price, no availability, guest decision).
Staff Entry Information
- Clerk: The staff member who entered the regret into the system.
Tips & Use Cases
Tips
- Always click Refresh after setting date range or reason filters to load the results.
- Use consistent date ranges when comparing periods (e.g., month over month) for accurate trend analysis.
- Review reasons frequently to identify recurring booking obstacles (e.g., price, sold-out, unavailable room type).
Use Cases
- Revenue Forecast Adjustment — Use regret counts to estimate rooms you might lose and adjust occupancy or revenue projections accordingly.
- Rate & Inventory Strategy Review — If many regret reasons point to “price” or “room type,” consider adjusting rates or room allocation to capture lost potential.
- Sales / Marketing Feedback — Provide data-driven feedback to sales/marketing teams about why guests decline — useful for refining promotions, packages, or guest communications.
Still Need Help With This Topic?
Ask Yourself:
- Did I select the correct date range for the regrets I expect to see?
- Did I click Refresh after adjusting the filters?
- Did I choose the correct Regret Reason, or should it be set to ALL?
- Has my property created a list of Regret reasons? (The report will be empty if none exist.)
Support May Ask You:
- What date range and regret reason filters were applied?
- Are you expecting a regret entry that may not have been recorded yet?
- Has your property created and enabled Regret reasons?
- Did you print or export the results for comparison?
- Are you viewing the report on the correct audit date?
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