Hotel Front-Desk Essentials Course: Reservations, rates and deposits

Untimed topic quiz: 17 questions on Reservations, rates and deposits, with an explanation after each answer. Questions and answers are shuffled every time.

Course
Canada
100 questions
Checked October 13, 2026
Fact-checked October 13, 2026

Start with the lessonsHotel Front-Desk Essentials Course: Lessons: about 150 minutes of reading. Every test question is covered in the lessons.

Topic quiz 2: Reservations, rates and deposits

Question 1 of 17
You have taken all the details for a phone reservation. What should you do before ending the call?
- End the call quickly so the line is free
- Read the details back and give a confirmation number
- Ask the guest to call back to confirm
- Tell the guest the booking will be finished later and emailed to them
Show answer
Answer: B. Read the details back and give a confirmation number
Reading back the name, dates, room type and rate catches mistakes. The confirmation number lets the guest and staff find the booking later.
Question 2 of 17
A guest arrives on March 30 and leaves on April 2. How many nights is the stay?
- 33
- 4
- 2
- 3
Show answer
Answer: D. 3
March has 31 days. The nights are March 30, March 31 and April 1, so the stay is 3 nights.

Question 3 of 17

Look at the arrivals list. Amy Chen stays all her nights at the nightly rate. What is her room charge before taxes?

Guest	Arrival	Departure	Room type	Nightly rate	Guarantee
Chen, Amy	Oct 14	Oct 17	Queen	$149	Credit card
Haddad, Sami	Oct 14	Oct 13	King	$169	Credit card
Novak, Petra	Oct 14	Oct 15	Two queens	$159	None (held until 6 p.m.)
Singh, Ravi	Oct 14	Oct 16	Accessible king	$169	Deposit paid

$596
$298
$149
$447

Show answer

Answer: D. $447

She stays 3 nights (October 14 to 17). 3 × $149 = $447.

Question 4 of 17

Look at the arrivals list. Petra Novak's reservation has no guarantee. What does that usually mean?

Guest	Arrival	Departure	Room type	Nightly rate	Guarantee
Chen, Amy	Oct 14	Oct 17	Queen	$149	Credit card
Haddad, Sami	Oct 14	Oct 13	King	$169	Credit card
Novak, Petra	Oct 14	Oct 15	Two queens	$159	None (held until 6 p.m.)
Singh, Ravi	Oct 14	Oct 16	Accessible king	$169	Deposit paid

She cannot check in until the next day
She has already paid for the whole room in full, including taxes
The room may be released if she has not arrived by 6 p.m.
The hotel must hold the room all night for free, however late she is

Show answer

Answer: C. The room may be released if she has not arrived by 6 p.m.

A non-guaranteed reservation is held only until a set time. After that, the hotel may release the room to another guest.

Question 5 of 17
What is a no-show?
- A room that is not shown on the hotel's website
- A guest who checks out without seeing the front desk
- A guest who leaves a day earlier than planned
- A guest who does not arrive and does not cancel
Show answer
Answer: D. A guest who does not arrive and does not cancel
A no-show never arrives and never cancels. Depending on the rate rules, a guaranteed no-show may be charged, often for the first night.
Question 6 of 17
What is the main difference between a guaranteed and a non-guaranteed reservation?
- A guaranteed room always costs less than a non-guaranteed room on the same night
- A non-guaranteed room is always a suite
- A guaranteed room can only be booked online through the hotel's own website
- The hotel holds a guaranteed room all night, but may charge a no-show
Show answer
Answer: D. The hotel holds a guaranteed room all night, but may charge a no-show
A guarantee (usually a credit card or deposit) means the hotel keeps the room even for a late arrival. In return, the guest may be charged under the policy if they do not show up.
Question 7 of 17
A guest booked a prepaid, non-refundable rate and now wants to cancel. What is the best first step?
- Tell the guest it is impossible and end the call
- Change the booking to a refundable rate without telling the manager or anyone else
- Check the rate rules, explain them kindly and offer what policy allows
- Refund the full amount without checking anything
Show answer
Answer: C. Check the rate rules, explain them kindly and offer what policy allows
The guest accepted the rate rules when booking. Explain them kindly and offer what the policy allows. Only a manager can approve an exception.
Question 8 of 17
A guest wants to add one more night to their stay. What should you do?
- Promise the room right away and check the availability later in the day
- Add the night at the same rate as the other nights without checking anything
- Check availability and the rate for that night, then confirm the total
- Tell the guest to book the extra night online
Show answer
Answer: C. Check availability and the rate for that night, then confirm the total
The extra night may not be available, or it may have a different rate. Check both, then confirm the new total and send an updated confirmation.
Question 9 of 17
According to the Competition Bureau, which amount may be left out of an advertised price?
- A booking fee that every guest must pay
- Sales tax or another amount set by government
- A mandatory resort fee that every guest has to pay
- A required cleaning fee added to every stay
Show answer
Answer: B. Sales tax or another amount set by government
Advertising a price that buyers cannot actually pay because of fixed extra fees is drip pricing. Only charges set by government, such as sales tax, may be excluded.
Question 10 of 17
A room is $139 per night plus a mandatory $20 per night facility fee. What price should you quote, before taxes, for 2 nights?
- $159
- $298
- $278
- $318
Show answer
Answer: D. $318
The mandatory fee must be included: ($139 + $20) × 2 = $318. Taxes can be quoted separately.
Question 11 of 17
In Alberta, the GST rate is 5% and there is no PST. What is the GST on a $300 room charge?
- $15
- $30
- $1.50
- $18
Show answer
Answer: A. $15
5% of $300 is 0.05 × 300 = $15. (Alberta's separate tourism levy is not part of GST.)
Question 12 of 17
The Government of Alberta charges its tourism levy on the purchase price of short-term accommodation. What does that purchase price include?
- Only the GST charged on the room
- Only the room charge, never any extra fees such as pet, cleaning or booking fees
- Only the extra fees, such as pet or booking fees, but never the room charge
- The room charge plus certain added fees, such as pet or booking fees
Show answer
Answer: D. The room charge plus certain added fees, such as pet or booking fees
Alberta's page says the purchase price includes certain added charges, such as pet, cleaning, extra-bed and booking or service fees.
Question 13 of 17
Which stay does the Government of Alberta list as exempt or excluded from the tourism levy?
- Lodging occupied continuously for 28 days or more
- Any stay of two nights or fewer
- Any stay that is paid for in full with cash at check-in
- Any stay that was booked by phone
Show answer
Answer: A. Lodging occupied continuously for 28 days or more
Alberta's tourism levy page gives lodging occupied continuously for 28 days or more as an example of an exempt or excluded stay.
Question 14 of 17
Listen. What change does the guest want to make?
Listen, then answer. The transcript is shown after you answer.
No sound? Read the text instead
Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
Jun: Of course, Ms. Tremblay. What would you like to change?
Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.
- Cancel the whole reservation
- Add a Sunday night to the booking
- Cancel Friday and keep Saturday
- Move the whole booking to the next weekend
Show answer
Answer: C. Cancel Friday and keep Saturday
Ms. Tremblay was booked for Friday and Saturday but is now only coming on Saturday, so she cancels Friday.
Transcript
Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
Jun: Of course, Ms. Tremblay. What would you like to change?
Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.
Question 15 of 17
Listen. Why is there no charge for the change?
Listen, then answer. The transcript is shown after you answer.
No sound? Read the text instead
Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
Jun: Of course, Ms. Tremblay. What would you like to change?
Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.
- The hotel is not busy that weekend, so the manager allows it
- The agent decides to waive the fee
- The guest is a loyalty member
- The rate allows changes up to 48 hours before arrival
Show answer
Answer: D. The rate allows changes up to 48 hours before arrival
Jun explains that this rate allows changes up to 48 hours before arrival, so the change is free under the rate rules.
Transcript
Marie: Hi, I have a reservation for next weekend under Marie Tremblay. I need to change it.
Jun: Of course, Ms. Tremblay. What would you like to change?
Marie: I was booked for Friday and Saturday, but now I'm only coming on Saturday. Can you cancel the Friday night?
Jun: Yes. Your rate allows changes up to 48 hours before arrival, so there's no charge. I'll email you an updated confirmation.
Question 16 of 17
The hotel is oversold, and a guest with a guaranteed reservation arrives. There are no rooms left. What should happen?
- Tell the guest the booking was not real and ask them to leave
- Give the guest a room that is out of order
- Ask the guest to wait in the lobby until another guest checks out tomorrow morning
- The manager on duty follows policy to find a comparable room nearby
Show answer
Answer: D. The manager on duty follows policy to find a comparable room nearby
Moving a guest to another hotel (sometimes called walking a guest) is a manager's decision under hotel policy. The guest should be treated with care and given a comparable room.
Question 17 of 17
A guest paid a $100 deposit for 2 nights at $160 per night. How much is left to pay for the room, before taxes?
- $60
- $260
- $220
- $320
Show answer
Answer: C. $220
The room costs 2 × $160 = $320. Take away the $100 deposit: $320 − $100 = $220.

Topic quiz 2: Reservations, rates and deposits

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