Abstract
The implications of conference and function cancellation fees for customer goodwill are examined. It is shown that the most important reason both for not imposing an existing standard cancellation policy and for not operating such a policy is the resulting potential loss of goodwill. The relative merits of five types of cancellation policy are discussed and the most suitable policy recommended. The operation of a standard policy on conference and function cancellations by hoteliers should be seen as sensible, professional business practice.
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