There are some unavoidable instances when a guest arrives to check in and there is no trace of the reservation. This can be caused by a number of reasons. But the solution is nearly always the same – the guest must be asked for details of the booking. This must be done as discreetly as possible and then all the records must be checked. The reservation may have been listed under the company name, or the name of the person who made the booking. It is also possible that the guest made two bookings at once, and one of them may have been overlooked, or has not been cross-referenced.
After the correspondence has been checked and search made, normal arrival procedures should be adopted. Should the client be unknown to the receptionist, the booking should be treated as if it were chance arrival.