How We Do It

Planning and Hotel Negotiations

During the planning process, CHM will coordinate the housing particulars to meet your program requirements.


At CHM, we understand that in order to guarantee our clients the smoothest on-site operation relative to housing, we have to start off on the right foot. Our first step is to assist you in the planning process and coordinate the housing particulars to meet your program requirements.

Based on projected attendance and room requirements for your event, CHM will provide assistance and recommendations regarding the hotels to be included in the block, the room block pattern contracted at each hotel, and operational specifics that will allow CHM the flexibility to best service your exhibitors and attendees.


CHM will assist you with contract negotiations, or handle them on your behalf with the goal of locking in the lowest rates, obtaining staff and VIP concessions, and successfully eliminating or minimizing attrition policies. With over fifteen years experience in contract and rate negotiation we have the expertise, research capabilities and market knowledge to obtain the most favorable terms possible for our clients. We have a proven successful track record of negotiating extended cut-off dates, post cut-off replacement of cancellations, and reasonable attrition terms to include audit provisions that allow CHM to oversee the process in the event of attrition penalties.


Our success is built on strong working relationships with clients and the hotels in major North American venues from New York to Honolulu. The success of these relationships pays huge dividends if a problem occurs at any time throughout the reservations process.


Progressive technology and the right people keep the reservation process humming along.


Whether making a reservation via the Internet, by toll-free phone, fax, e-mail or snail mail, your delegates can count on our skilled staff to make sure the process of securing a hotel reservation runs smoothly and to their satisfaction.

We manage sub-blocks for exhibitors, coordinate suite approvals and assignments, handle wait list requests, provide special handling for staff, VIPs, and speaker sub-blocks, and provide special reports and services as required.

CHM works closely with exhibitors to reduce the potential for over-blocking—particularly on the shoulder nights. Shortened stays can have a marked effect on potential attrition liability if shoulder nights are canceled later in the housing process. CHM will provide each exhibitor with their company’s pickup history which shows the number of rooms picked up night-by-night, to help in planning their block requirements.

A CHM contact will be assigned to work with each exhibitor company, beginning to end: to process their block request, handle their deposit payment, and process any special requests they may have.


CHM’s web reservation site links to the event sponsor site providing 24/7 access. Exhibitors and attendees have the ability to book one room or multiple rooms in a sub-block. Before deciding on a hotel, they can easily search availability, view photos and descriptions of the hotels, and access traveler information. Once an individual or company profile is entered and a hotel selection is made, a reservation record number is assigned, and the reservation is immediately confirmed by email. To change or cancel a reservation at any time thereafter simply requires logging in and entering a personal password to access the reservation record.


Delegates are automatically waitlisted if the hotel selected or rate range is unavailable at the time of request. If we receive a cancellation at a later date that will accommodate the attendee they are notified by phone and email, and upon acceptance, moved to their hotel of choice.

CHM will gladly accept changes, additions, cancellations, and special requests, even after the hotel cut-off date. And, because we know the value of a rapid response, our call center is staffed to guarantee that calls will be answered within 30 seconds.

Inventory Management

CHM continually monitors inventory to determine if and when adjustments or increases may be required.

Realtime Monitoring

CHM’s housing management database, developed exclusively for CHM, maintains inventory on a real-time basis to maximize availability of room inventory. CHM continually monitors inventory to determine when adjustments or increases may be required to maximize the block pickup. CHM’s careful attention and management of the block is crucial to ensuring that the blocks fill, particularly at the attrition hotels.

Historical Comparison

Throughout the reservation process CHM manages a watchdog program to monitor both Internet and call-in rates being offered by the hotels in the block. Rate information is collected and compiled weekly to create a historical reference. When a lower rate is offered, CHM takes action immediately to have the rate adjusted or withdrawn. At the same time, if a hotel has excess inventory available, CHM is in a position to negotiate an increase in the event block if additional rooms are needed.

Waitlist Accommodation

CHM’s database includes a computerized waitlist, which allows us to accommodate individual preferences for a specific hotel assignment and not lose attendees to other Internet sites and distribution channels outside the block. CHM’s ability to replace canceled reservations after the cut-off date also increases our ability to keep attendees in the block by accommodating their preferences.


CHM has the most current software and hardware technologies to produce the results you need.

CHM’s housing technology is a proprietary database management system utilizing secure SQL server architecture designed to manage reservations on the web. It includes the flexibility and functionality to create unlimited rate and inventory categories; automatic waitlist; programmed inventory snapshots; pick-up pacing analysis; and activity log for each reservation.

In addition to a full library of management analysis reports, we can generate custom reports that provide a wide range of information on demand—and on your schedule. We provide accurate and timely pickup and pacing reports, and a comprehensive post show analysis report.

On-Site Support

CHM is on-site handling all housing details -- so you don't have to.

For every event, a member of the CHM account team will be on-site to handle your delegates’ last-minute housing needs. We are there for you, to troubleshoot any hotel service issues that may arise throughout your event and to make sure that no detail is left unchecked.

We will assist with staff and VIP check-ins. Prior to arrival we will reconcile in-house guest lists and arrivals reports provided by the hotels to ensure that all reservations and check-in dates are correct. We’re there to handle last minute reservations requests, changes and cancellations; review and verify daily no-show reports submitted by the hotels, to ensure the smoothest possible experience for you and your staff, and your exhibitors and attendees.

Let's Talk

For more information about our services and how they can advance your current housing program, give us a call. We’ll be happy to share both client and hotel references to enable you to find out more about CHM in action.

  • Chris Mole, President
  • (408) 918-4298
  • 1700 The Alameda, 2nd Floor
  • San Jose, CA 95126