Lost Reasons help your team track why business was not won, providing valuable insight into trends, pricing sensitivity, and competitive challenges. You can customize these reasons to reflect your organization’s needs.
This guide explains how to create, manage, and organize Lost Reasons in your account.
Where Lost Reasons Live
Lost Reasons are located in:
Settings → Setup Values → Lost Reasons
This page displays all existing Lost Reasons, along with options to create new ones, edit, archive, or delete.
Creating a New Lost Reason
Navigate to
Settings → Setup Values → Lost ReasonsSelect New Lost Reason.
Enter your Lost Reason Name.
(Optional) Select the Organization(s) the reason applies to.
If you manage multiple properties, you can assign the reason to all or specific organizations.
Click Save.
Your new Lost Reason will now appear in the list.
Editing or Updating a Lost Reason
From the Lost Reasons list, find the reason you’d like to update.
Select Edit (pencil icon).
Update the name or assigned organizations.
Select Save.
Changes take effect immediately and will be available for all future leads you mark as Lost.
Archiving or Deleting a Lost Reason
Archive: Hides the reason but preserves its historical reporting data.
Useful when a reason is no longer applicable.
Delete: Permanently removes the reason and its reporting association.
Only recommended if the reason was added by mistake.
To archive or delete:
Locate the Lost Reason.
Select Archive or Delete.
Confirm your action.
You can toggle Show Archived to view or restore archived items.
Examples of Common Lost Reasons
Below are examples to help you build a structured and meaningful list:
Competitive
Chose another venue in the market
Chose another venue outside the market
Selected a competitor brand
Better package offering elsewhere
Pricing
Room rates
Catering prices
Budget limitations
Unable to meet rate requested
Client Communication
No customer response
No customer response – Lead stage
No customer response – Contract stage
Delayed client decision
Property-Specific
Hotel’s physical attributes
Space not suitable for event type
Insufficient meeting space
Not enough guest rooms
Timing & Availability
Dates not available
Venue not available for requested timeframe
Blackout dates
Client Cancellations
Cancelled
Project on hold
Internal restructuring
Other
Unidentified
No reason provided
Best Practices
Keep your list focused and actionable.
Remove or archive vague or rarely used reasons.
Review Lost Reason trends quarterly to adjust pricing, offerings, or sales strategies.
Ensure all team members select a Lost Reason when marking a lead as Lost to improve reporting accuracy.