Glosario

3D Secure (3DS, branded as Verified by Visa, Mastercard SecureCode, etc.) is the authentication protocol used by card issuers to satisfy SCA. 3DS 2 adds frictionless authentication for low-risk transactions and step-up authentication for higher-risk ones. Modern payment processors implement 3DS 2 automatically; older 3DS 1 is being phased out.

ADR (Average Daily Rate) is the average rental income per occupied room for a given period. It is calculated as room revenue divided by rooms sold, and is one of the three core revenue-management metrics alongside occupancy and RevPAR. ADR rises when a property successfully shifts mix toward higher rate plans or runs effective dynamic pricing.

An AI concierge automates conversational responses to repetitive guest questions (pool hours, breakfast cutoff, late check-in) across web chat, SMS, WhatsApp, and email. Mature deployments at independent hotels typically deflect 60-75% of inbound guest messages by month three. The deflection rate ramps from roughly 40-50% in month one as the property-specific knowledge base fills in.

Airbnb began as a short-term rental marketplace but now lists boutique hotels under the "Hotels" category alongside whole-home rentals. Commissions are typically 14-16% (split between host and guest fees). For independent properties Airbnb is a meaningful incremental channel in leisure markets but rarely the largest single OTA contributor.

ALOS (Average Length of Stay) is total room nights sold divided by total stays in a period. It is a structural metric: a hotel with a higher ALOS spreads the cost of acquisition and turnover (housekeeping, check-in) across more revenue-generating nights. Length-of-stay restrictions are the most direct lever revenue managers use to lift ALOS during high-demand windows.

An API (Application Programming Interface) is the formal mechanism by which one software system requests data or actions from another. In the hotel-tech context, API quality is the deciding factor in integration depth: a deep modern REST API exposes reservations, guest profiles, rates, and inventory with bidirectional updates and webhook callbacks. Legacy systems offering only periodic XML exports are integration-incapable for modern workflows.

ARI has two meanings in hotel-tech. In channel-manager context, ARI = Availability, Rates, Inventory: the three feeds that hotels keep synchronized across direct and OTA channels. ARI mismatches are the underlying cause of most overbookings. In STR/STAR-Report context, ARI = Average Rate Index, a property's ADR divided by compset ADR and indexed to 100; an ARI of 105 means the property charges 5% above its compset average.

The night audit is the daily checkpoint where the property closes financial transactions for the operating date, verifies room status, posts room and tax charges, balances cash drawers, and rolls the PMS to the next operating date. Cloud PMSes increasingly automate the audit but the operator typically reviews the closing report each morning. Errors caught in the night audit are easier to correct than errors discovered weeks later.

BAR (Best Available Rate) is the lowest non-restricted, publicly bookable rate a property publishes for a date and room type. It anchors the rate fence below all special-rate plans (member rates, package rates, government rates). Rate parity clauses on most OTA contracts apply to BAR specifically; closed-user-group rates (loyalty members) typically fall outside that scope.

A bedbank is a specific kind of wholesaler that aggregates inventory from many hotels and packages it for resale to retail OTAs and tour operators, often on a net-rate basis. Hotelbeds is the largest globally. Bedbank distribution is most relevant for properties in package-travel-heavy markets (Mediterranean leisure, Mexican resorts, Asia beach destinations).

A room block is a set of rooms held under a contracted rate for a specific group: a wedding party, a corporate event, a sports team, a conference. The block carries cutoff dates, attrition rules, and a group code that ties all individual bookings together. Independent boutiques manage blocks manually in most cases; mid-scale PMSes (Mews, Cloudbeds) automate block billing and cutoff enforcement.

Booking.com is the largest OTA for independent hotels by listing volume, with standard commissions in the 15-18% range depending on participation tier (the Preferred and Genius programs adjust commission for visibility). For most independent hotels, Booking.com plus the direct channel cover the majority of inbound demand.

Smart locks are electronic locks that grant access via mobile credential, key card, or PIN. Common hospitality brands include Salto, Assa Abloy (Vingcard, Yale), Onity, and OpenKey. Retrofit options exist for older properties but draw the most from the deepest PMS or guest-app integration rather than the lock hardware itself; the integration depth is the operational deciding factor.

A channel manager pushes rate and availability updates to every connected OTA (Booking.com, Expedia, Airbnb, regional channels) and pulls reservations back into the PMS. The depth and freshness of those connections matters: direct integrations push updates in seconds, XML feeds can lag 15-30 minutes and cause overbookings. Cloud PMSes increasingly bundle a channel manager; specialised channel managers like SiteMinder and Cloudbeds Distribution can also work with PMSes that lack one.

A chargeback is a card transaction reversed by the cardholder's issuing bank after a dispute. Common hotel chargeback triggers include duplicate charges, unauthorized transactions on a stolen card, and disputes over service quality. Chargeback rates above ~1% trigger processor monitoring; properties should document policies and use 3D Secure to reduce chargeback exposure.

Contactless check-in lets guests confirm identity, agree to terms, and receive a room assignment without queuing at reception. The flow is typically initiated by a pre-arrival message that links to a web form or mobile app; on arrival the guest may pick up a key from a smart locker or use a mobile key. For late-night arrivals it cuts front-desk workload meaningfully, and properties using it often report a substantial reduction in night-shift reception interactions.

A cluster manager is a staff role in hotel groups overseeing operations across multiple properties, typically 3-10 sister properties in a region. The role coordinates revenue management, brand standards, staff allocation, and group-rate management across properties. Cluster manager workflows benefit from multi-property PMS dashboards and consolidated reporting.

A group code (or group block) is a single identifier in the PMS that ties multiple individual reservations to a contracted event: a wedding, a conference, a sports team booking. Group codes carry shared inventory, rate, and billing rules. Independent boutiques run group blocks manually in most cases; larger PMSes (Mews, Cloudbeds, Opera) automate group billing and cutoff dates.

A compset (competitive set) is the group of three to ten peer properties an independent hotel benchmarks against for pricing, occupancy, and rate strategy. The compset is the basis for STR Star reports and similar industry benchmarking products. Independents often define compsets manually using a list of comparable properties in the same market and segment.

CPA (Cost Per Acquisition) is a digital-advertising pricing model where the property pays only when a booking is completed. Google Hotel Ads, Trivago and some affiliate networks offer CPA pricing as an alternative to CPC. CPA is typically priced as a percentage of booking value, in the 5-15% range for hotel metasearch.

CPC (Cost Per Click) is a digital-advertising pricing model where the property pays each time a user clicks the ad. Google Hotel Ads, Trivago Sponsored Listings, and Kayak use CPC bidding. CPC bid management for hotel ads is typically handled by metasearch specialists (Koddi, Sojern) or in-house when ad spend is meaningful.

CRM (Customer Relationship Management) in the hotel context is software that stores guest profiles across stays, enables segmentation by guest history, and drives lifecycle marketing (pre-stay, in-stay, post-stay, lapsed-guest reactivation). Revinate and Cendyn are common hospitality-specific CRMs; some cloud PMSes bundle CRM modules sufficient for boutique operations.

CTA (Closed to Arrival) is a revenue-management restriction that prevents new bookings from starting their stay on a specific date. It is commonly used before a high-demand night to protect inventory for guests who are willing to book a longer stay. Bookings that span the CTA date but arrive earlier or later remain valid.

CTD (Closed to Departure) is a revenue-management restriction that prevents bookings from ending their stay on a specific date. It is used to encourage longer stays through high-demand windows: a Friday CTD pushes weekend arrivals to stay through Sunday. CTD pairs with CTA for fine-grained inventory shaping.

E-E-A-T is the framework Google's human raters use to assess content quality. The first E (Experience) was elevated in the March 2026 core update; named tools, measured outcomes, and documented failure patterns now beat generic expertise on most queries. Hotel-tech content with first-hand operator detail (real prices, anonymised case data, named platforms) consistently outranks AI-generated category content.

Expedia Group operates Expedia, Hotels.com, Vrbo, Travelocity, and Orbitz. Standard hotel commissions on the Expedia platform run 18-25% depending on package participation and Expedia Travel Agency Affiliate Program tier. Independents typically run Expedia alongside Booking.com to capture the segments where Expedia is dominant (US leisure, package travel).

F&B (Food and Beverage) is the revenue stream from on-property restaurants, bars, room service, and minibar. For full-service properties F&B is a meaningful share of total revenue (Total RevPAR vs RevPAR); for boutique and limited-service properties F&B is often a small share or absent. F&B technology is largely separate from rooms-side tech (POS systems like Toast, Lightspeed, Square) with integration to the PMS folio.

A folio is the running ledger of charges and payments for a single guest stay: room charges, room service, F&B postings, spa, parking, upsell purchases, taxes, and credits. The folio sits inside the PMS and is the source of the final invoice at checkout. Integration quality is often measured by whether third-party tools can post directly to the folio or whether they require manual reconciliation.

GBP (Google Business Profile, formerly Google My Business) is the free Google listing that controls how a hotel appears in Google Maps, the local pack, and the hotel module. Properties manage hours, photos, reviews, posts and Q&A through GBP. Active GBP management correlates strongly with local-search ranking and direct booking rate.

A GDS (Global Distribution System) is a legacy reservation network that connects hotels to travel agents and corporate travel programs. The four main GDS networks are Amadeus, Sabre, Travelport (Galileo, Worldspan, Apollo), and Pegasus. GDS bookings are a small share of the mix for most independents but matter disproportionately when corporate-travel volume is meaningful.

Yield management is the predecessor and parent discipline of dynamic pricing: maximising revenue per available room by adjusting rate, length-of-stay restrictions, and channel allocation based on demand forecast. The phrase is now used somewhat interchangeably with revenue management in independent-hotel context; technically yield management focuses narrowly on rate-and-restriction levers while revenue management covers the broader strategy.

GOPPAR (Gross Operating Profit Per Available Room) is gross operating profit divided by available rooms. Where RevPAR measures revenue capture, GOPPAR measures profitability per room and is the metric independent owners actually pay attention to when judging operational efficiency. Two hotels with identical RevPAR can have very different GOPPAR depending on staffing model, utilities, and tech-stack overhead.

The guest journey covers every interaction from booking confirmation through pre-arrival messaging, online check-in, in-stay messaging, upsell offers, departure, and post-stay review collection. Guest-journey software (Duve, Canary, HiJiffy, Akia, Asksuite, Guestivo) sits on top of the PMS and orchestrates these touchpoints. The PMS owns the reservation; the guest-journey layer owns the guest experience around it.

Housekeeping is the operational function covering room turnover, public area cleaning, linen management, and amenity restock. In the hotel-tech context, housekeeping software coordinates the daily room-status assignment, tracks completion, and signals back to the PMS when rooms become available for assignment. Modern housekeeping integrations remove the daily printed sheet and the front-desk phone calls.

IndexNow is an open protocol supported by Bing and Yandex (Google has not adopted it) that lets a site push notifications when URLs are added, updated, or deleted. It removes the dependency on a crawler discovering the change. Compatible CMS and static-site setups ping IndexNow on publish; the typical effect is hours-to-days faster indexing on supported engines.

Single sign-on (SSO) lets a staff user log in once and access multiple connected systems (PMS, channel manager, guest-journey platform, payment gateway) without separate credentials. SSO is increasingly expected at independent properties as the tech stack expands; the SAML or OIDC standards underpin most modern implementations. Properties without SSO accumulate operational friction proportional to stack size.

Distressed inventory is room-night inventory close to arrival (typically within 7-14 days) that has not been booked at standard rates. Properties typically offer distressed inventory at meaningful discount through last-minute OTAs (HotelTonight) or direct flash sales. The trade-off is filling versus protecting next-stay ADR for the channel.

A knowledge base in the AI-concierge context is the curated set of property-specific facts (pool hours, breakfast service, Wi-Fi password policy, late-checkout rules, local recommendations) that the assistant references when answering guests. The breadth and quality of the knowledge base is the single largest driver of deflection-rate ramp; vendor templates get the property to roughly 40-50% deflection in month one, and property-specific additions take it to 60-75% by month three.

KYC (Know Your Customer) at check-in refers to identity verification typically required by local hospitality regulations. EU member states differ: Spain has Hospedajes, Italy has Alloggiati Web, Portugal has SEF. Modern contactless check-in platforms automate ID document capture, OCR, and government-portal reporting to satisfy KYC requirements.

Last Room Availability (LRA) describes whether the final remaining room in inventory is sold to a particular channel (an OTA, a corporate-rate program, a wholesale partner). LRA terms are negotiated channel by channel; granting LRA to a top OTA boosts visibility but increases the risk of giving the last room to the lower-margin channel. Most independents grant LRA on direct and to selected OTAs only.

Mobile keys use Bluetooth or NFC to unlock a guest room from a phone instead of a key card. Implementation requires compatible smart locks (Salto, Assa Abloy, OpenKey-compatible) plus a guest app or web wallet pass. Mobile-key adoption is highest at properties with a younger guest skew and on late-night arrivals; key-card retention remains common as a fallback.

A wholesaler is a B2B distribution channel that buys discounted rates from hotels and resells them to retail OTAs, tour operators, packagers, and corporate travel agencies. Major hospitality wholesalers include Hotelbeds, GTA, and Tourico. Wholesale rates are usually subject to net-rate contracts (the hotel sets a wholesale net rate and the wholesaler marks up freely) rather than commission contracts.

Guest messaging covers the messages a hotel sends and receives outside the booking confirmation: pre-arrival information, mid-stay check-ins, upsell prompts, post-stay review requests. Multi-channel platforms route by guest preference (email, SMS, WhatsApp). Adding SMS to an email-only flow consistently lifts response rates because different guests respond to different media.

In-stay messaging covers conversations between check-in and checkout: housekeeping requests, late-checkout asks, restaurant recommendations, issue resolution. Two-way SMS and WhatsApp dominate this layer because in-stay guests rarely open the hotel app or email. AI concierge platforms layer on top of the in-stay channel to deflect repetitive questions before they reach the front desk.

Post-stay messaging covers the messages a property sends after departure: review request (24-72 hours post-checkout), NPS or CSAT survey, repeat-stay offer or loyalty signup, and lapsed-guest reactivation. The review request is the single highest-leverage touchpoint because review volume drives ranking on TripAdvisor, Google Business Profile, and OTA placement.

Pre-arrival messaging is the sequence of automated messages a property sends after the booking confirmation and before arrival: typically a welcome message 7 days out, an upsell offer 48 hours out, a check-in link 24 hours out, and an arrival-day instruction. Pre-arrival upsell offers convert at roughly 8% on average and contribute a several-euro ADR lift per accepted offer.

Metasearch engines aggregate hotel rates across OTAs and direct booking engines and present them on a comparison page, then redirect the visitor to the chosen channel to complete the booking. Major metasearch engines include Google Hotels, Trivago, Kayak, TripAdvisor (in its metasearch mode), and Skyscanner. Metasearch is typically a positive-ROI direct-distribution channel when the booking engine has clean rate parity and a fast checkout.

PMS migration is the process of switching an active hotel from one PMS to another, preserving historical reservations, guest profiles, and rate calendars. Migrations are the highest-risk operational change a property runs; data quality issues that were invisible inside the old PMS often emerge during export, and a poorly-executed migration can lose weeks of booking data. The standard playbook is a multi-week parallel-run period before cutover.

Channel mix is the distribution of bookings across OTAs, direct, GDS, wholesale, and walk-in channels. A balanced independent mix typically targets 50-60% direct (own website plus repeat phone) and 40-50% OTAs in a leisure market. Channel mix is the single most tracked distribution KPI and the foundation for OTA-shift programs.

MLOS (Minimum Length of Stay) is a revenue-management restriction that requires a booking to span at least N nights to be confirmed. It is used during high-demand windows to protect inventory for higher-value multi-night bookings instead of single-night flips. MLOS is the most commonly used length-of-stay control, paired with CTA (Closed to Arrival) and CTD (Closed to Departure) for finer-grained inventory protection.

A booking engine is the software that powers reservations from a property's direct website (rather than from an OTA). It pulls live availability from the PMS, displays rate plans, processes payment, and writes the resulting booking back to the PMS. Conversion-rate differences between booking engines are material; a poor booking engine can lose 30-40% of would-be direct bookings to OTA channels.

MPI (Market Penetration Index) measures a property's occupancy relative to its competitive set, indexed where 100 equals the compset average. An MPI of 110 means the property runs 10% higher occupancy than its compset. MPI alone does not show profitability; it should be read alongside ARI and RGI.

Multi-property is the configuration where one PMS (or guest-journey platform, or channel manager) manages multiple physical properties under one operator account. The capability matters for hotel groups, mini-chains, and independents with sister properties. Pricing, role-based access, consolidated reporting, and cross-property guest profile lookup are the four most-tracked multi-property capabilities.

NPS (Net Promoter Score) asks guests how likely they are to recommend the property on a 0-10 scale. Scores of 9-10 are Promoters, 7-8 are Passives, 0-6 are Detractors; NPS is %Promoters minus %Detractors and ranges -100 to +100. Hospitality NPS benchmarks vary widely by segment; independent boutique properties commonly target 50+ as a directional goal.

An NPS Detractor is a guest who rates the property 0-6 on the 0-10 Net Promoter Score question. Detractors typically generate negative reviews, do not return, and may share their experience publicly. Detractor recovery (proactive outreach within 24 hours of the negative score) is the highest-leverage NPS workflow lever.

An NPS Promoter is a guest who rates the property 9-10 on the 0-10 Net Promoter Score question. Promoters are the highest-value segment for direct rebooking, online review generation, and word-of-mouth marketing. Promoter activation (review request, repeat-stay offer, referral program) is the highest-leverage NPS workflow lever for revenue.

Occupancy is the percentage of room nights sold out of room nights available. It is one of the three core revenue-management metrics alongside ADR and RevPAR. Occupancy alone is misleading: a hotel can hit high occupancy by discounting heavily, which compresses ADR and may not lift RevPAR.

An OTA (Online Travel Agency) is a third-party booking marketplace that lists rooms from many properties and earns a commission on each reservation. Commissions typically run 15-25% of the booking value depending on the platform and tier. OTAs drive incremental demand but compress per-booking margin compared to direct channels.

A wholesaler commission override is an additional commission percentage paid to a B2B distribution partner when they exceed an agreed sales volume threshold. Overrides incentivise wholesalers to push inventory aggressively but compound channel costs. Modern channel-mix optimisation typically reduces wholesaler dependency in favour of direct and tier-one OTA channels.

Pace measures cumulative bookings on the books for a specific future date or period compared to historical patterns at the same lead time. Pace running ahead of historical signals demand strength; pace lagging signals weakness. Pace plus pickup plus pricing are the three core revenue-management routines.

Rate parity is the commitment that a published room rate matches across OTAs and the property's direct channel. Parity clauses have been challenged or relaxed in several jurisdictions (EU member states, Germany specifically) which gives independents room to publish lower direct rates legally. Closed-user-group discounts (members, loyalty program) typically sit outside parity.

PCI DSS (Payment Card Industry Data Security Standard) is the framework that governs how merchants handle credit-card data. Hotels processing card transactions must comply at the appropriate PCI level based on annual transaction volume. Modern payment processors (Stripe, Adyen, Mews Payments, Cloudbeds Payments) reduce PCI scope substantially through tokenisation, lowering the compliance burden.

Pickup measures new bookings added during a specific period (typically the past 7, 14, or 30 days) for future arrivals. Strong pickup vs the historical booking curve signals demand strength; weak pickup signals demand softness. Daily pickup tracking is a core revenue-management routine alongside RevPAR and pace.

A PMS (Property Management System) is the operational backbone of a hotel: reservations, room assignments, rates, housekeeping coordination, guest profiles, and night audit. Modern cloud PMSes (Cloudbeds, Mews, RoomRaccoon, Apaleo, Hotelogix, Little Hotelier, eZee Absolute) bundle varying combinations of channel manager, booking engine, and reporting. The PMS is distinct from the guest-journey layer that runs on top of it.

A cancellation policy defines the timing and financial consequences of a guest cancelling a reservation. Common shapes: flex (free cancellation up to 24-48 hours before arrival), non-refundable (no refund, typically priced 10-15% below flex), and peak/event (stricter windows, often 7-14 days). Cancellation policy is the single most-confused booking term across OTA listings and the source of most policy disputes; explicit channel-by-channel disclosure prevents most complaints.

Demand forecasting predicts future occupancy, rate mix, and booking pace based on historical performance, lead-time curves, competitor pricing signals, event calendars, and (increasingly) external indicators (flight bookings, weather, search interest). It is the foundation of dynamic pricing and inventory protection decisions. Forecast accuracy is the metric revenue managers track most often after RevPAR itself.

Dynamic pricing is the practice of adjusting room rates in response to changing demand signals (events, competitor pricing, lead time, forecast occupancy). Software-driven dynamic pricing handles this without manual intervention; rule-based pricing handles it with operator-defined thresholds. RoomRaccoon's native dynamic pricing engine and standalone tools like Beyond and Wheelhouse are the common shapes operators encounter.

PSD2 (Payment Services Directive 2) is the EU regulation requiring Strong Customer Authentication (SCA) for most card-not-present transactions. Hotel payment flows in the EU must comply with SCA, which typically means 3D Secure 2 authentication at booking. Pre-arrival authorisation holds also fall under PSD2 SCA requirements.

Direct bookings come from a property's own channels (direct website, phone, email, walk-in) rather than from an OTA marketplace. Direct bookings carry no OTA commission and capture the full guest profile, which feeds loyalty, post-stay marketing, and CRM segmentation. Most independents target a healthy direct-to-OTA mix rather than a pure direct strategy because OTAs still drive incremental demand.

RevPAR (Revenue Per Available Room) measures total room revenue divided by total available rooms (occupied or not). It blends rate strategy and demand capture into one number. RevPAR is the single most-tracked revenue-management KPI because rate-only or occupancy-only optimisation can both leave money on the table.

RGI (Revenue Generation Index) measures a property's RevPAR relative to its competitive set, indexed where 100 equals the compset average. RGI is the most-watched STAR Report metric because it blends both rate and occupancy. An RGI above 100 indicates outperformance; below 100 indicates underperformance.

SCA (Strong Customer Authentication) is the PSD2-mandated two-factor authentication for card-not-present payments in the EU. Typical implementation is 3D Secure 2, which adds a step at booking where the cardholder confirms via banking app or SMS. Modern booking engines and payment processors handle SCA automatically without operator-side configuration.

Soft branding is a franchise model where an independent hotel keeps its own name and design identity but uses the parent chain's technology stack, loyalty program, and distribution. Examples include Marriott's Autograph Collection and Hilton's Curio Collection. Soft brands trade independence for distribution leverage; the tech-stack choices are typically prescribed by the parent.

A STAR Report (from STR / CoStar Group) compares a property's performance on occupancy, ADR, and RevPAR against a defined competitive set of similar properties. The report uses percentile rankings and indexed metrics (MPI, ARI, RGI) to show relative performance. Requires subscription plus participating-property data submission.

A stop-sell is an immediate halt on selling a specific rate plan, room type, or channel without removing the inventory permanently. Operators use stop-sells to react to operational issues (overbooking risk, maintenance, OTA technical glitches) without restructuring the rate calendar. Stop-sells are the easiest revenue-management lever to misuse: they should be temporary, not a substitute for proper inventory planning.

A closed-user-group rate is offered to a specific defined segment (loyalty members, corporate clients, government, AAA) and is not bookable by the general public. CUG rates sit outside rate-parity clauses in most jurisdictions because parity applies to publicly-bookable rates. The mechanism is the legal basis for offering meaningfully lower direct rates without violating OTA contracts.

A no-show fee is a charge applied to a reservation when the guest fails to arrive without cancelling in time. Standard no-show fees range from one-night charge to full-stay charge depending on the rate plan and cancellation policy. Enforcement requires a valid card pre-authorisation; properties without authorisation infrastructure often cannot collect.

A net rate is a wholesale price the hotel offers to a B2B distribution partner (wholesaler, tour operator, bedbank) who then marks up the rate for retail sale. Net rates are typically meaningful percentages below the BAR (best available rate). Net-rate contracts trade lower margin for guaranteed volume from the partner channel.

A retail rate is the rate publicly available for booking on OTAs and direct channels. Retail rates are constrained by rate parity in most jurisdictions. Compare with net rates (B2B wholesale) and closed-user-group rates (members, loyalty, corporate).

A direct-only rate is a rate plan offered exclusively on the hotel's direct booking engine, never published on OTAs. The mechanism sidesteps rate-parity clauses because parity clauses apply to publicly-bookable rates, and a closed-user-group rate (members, registered guests, signed-in users) is technically private. Direct-only rates are one of the most effective direct-booking incentives and are commonly paired with a member-signup hook.

Conversion rate in a hospitality context usually refers to direct-website booking conversion: total bookings divided by unique site visitors over a period. Independent boutique hotels commonly see 1-3% conversion on direct traffic, with the booking engine quality, page speed, and pricing competitiveness as the main levers. A poor booking engine can lose 30-40% of would-be conversions to OTAs.

Deflection rate measures the percentage of guest messages an AI concierge resolves autonomously (no human handover). It is the most useful efficiency KPI for AI-concierge deployments. A reasonable target for an independent hotel is 60-75% by month three; below 40% in month three usually means the knowledge base has not been expanded past vendor defaults.

Tokenisation replaces raw card numbers with non-sensitive token strings that the processor maps back to the underlying card. Tokens can be safely stored in the PMS folio for repeat charges (no-show fees, incidentals) without bringing the PMS into PCI scope. All modern payment processors offer tokenisation as a default feature.

Total RevPAR (TRevPAR) adds non-room revenue (F&B, parking, spa, room service, paid Wi-Fi, ancillary fees) to the RevPAR calculation. For full-service properties, TRevPAR is the more useful efficiency metric than RevPAR alone because ancillary revenue can be the difference between profit and breakeven. For independent boutiques without significant F&B, TRevPAR and RevPAR converge.

Trip.com Group is one of the largest OTA conglomerates globally, dominant in Asia-Pacific. The group operates Trip.com (international), Ctrip (China), Skyscanner (metasearch), and Qunar (China). For independent properties with meaningful APAC inbound demand, Trip.com participation is operational; outside that profile it is a smaller incremental channel.

TripAdvisor is the largest hospitality reviews platform globally, with embedded metasearch (Instant Booking and TripAdvisor Plus) and a substantial influence on independent-hotel rankings in many markets. TripAdvisor traffic is a meaningful direct-booking source when the property profile is strong and recent reviews are positive.

Trivago is a hotel-specific metasearch engine, majority-owned by Expedia Group. It is a positive-ROI direct channel for independent properties in DACH (Germany, Austria, Switzerland), Southern European, and Latin American markets where its consumer footprint is strongest. Outside those markets Google Hotels and Kayak typically deliver more incremental direct revenue.

An upsell is an offer for a higher rate plan (room upgrade) or an add-on (early check-in, late checkout, breakfast, transfer, parking) presented to a guest after the original booking. Pre-arrival upsell offers sent 48 hours before arrival typically convert at around 8% with a several-euro lift to ADR per accepted offer. Native upsell engines and dedicated platforms (Oaky, Nor1) are the usual shapes operators encounter.

Booking window (or booking lead time) is the elapsed time between booking creation and check-in. Independent leisure properties typically see a bimodal distribution: a long window 4-12 weeks ahead and a short window inside 48 hours. The shape of the booking window curve drives dynamic-pricing strategy and last-minute channel choice.

Walking a guest means a hotel cannot accommodate a confirmed reservation (typically due to overbooking) and relocates the guest to another property at the original hotel's expense. Industry standard practice is to provide equal-or-better accommodation, transportation, and a goodwill gesture. Overbooking strategy must include a relocation protocol and partner agreements.

A walk-in is a guest who arrives at the property without a prior reservation, typically asking for same-day accommodation. Walk-ins are a high-margin channel because they bypass OTA commission entirely, but they require the property to have inventory available, which means leaving some inventory closed on OTAs as a deliberate strategy. The economics flip during low-demand periods when walk-ins compete with OTA-shifted inventory.

A webhook is a callback mechanism: system A holds a URL provided by system B, and pings that URL when a specific event occurs (a new booking, a payment captured, a check-in completed). Webhooks enable real-time integration without polling, which is the foundation of low-latency PMS-to-guest-journey-platform sync. Vendors that only support polling APIs (no webhooks) introduce minutes of latency that compound into operational issues.

WhatsApp Business is the platform hotels use to message guests on WhatsApp at scale. The Business API (used by guest-messaging platforms) supports template messages, broadcast campaigns, and two-way conversations within a 24-hour window of a guest's last reply. WhatsApp dominates guest preference in some markets (LATAM, Iberia, parts of Asia) while SMS dominates in others (US).