user avatar image
2

The guest left the room after 1st night

Hello,

I am responsible for the reservations at the studios, where we do not have any reception.

A few days ago, we had an arrival and the guests were supposed to stay in the Property for 11 days.

However, without they inform somebody, after their First night, they left the Property with leaving some Money on the table in the room ( for the 1 night they stayed, I guess, as they didn t have a non refundable reservation ).

After I tried to contact them, at least to find out what happened, but no answer.

We discuss the situation in our Office and as I had the credit card details, we have tried to charge them the ammount of the reservation, but without success

If the reservation is not a non refundable one, am I allowed to charge the guest;s credit card after their arrival?

Usually some days after the guest's arrival we arrange an appointment to make the payment and until now we never had any problems.

What should we do to avoid the situations like this one?

Thank you in advance for the answers.

23 Replies

7
pibomarco

If you have a non-refundable rate, basicly you can charge the guest credit card after the free cancelation ends. Consider also activating Online payments by Booking.com. You will be charging booking's virtual card and you wont have to worry about the declined credit cards etc.

1 year ago
2
Maris

Thank you for your answer.

We have a non refundable rate, but a Standard rate as well. This guest's reservation was a Standard rate one.

So if I understand well, the Policies doesn't allow us to charge the guest's credit card in this case?

Because it wasn' t like a non show, they stayed in the room for 1 night.

Thank you!

1 year ago
7
pibomarco

For example if the guest makes a booking for 5 nights, then he must pay for 5 nights unless agreed with the owner/host to waive the fees. As far as I know the guest can not cancel or make a modification of the booking after the check-in. So it is up to an agreement and your goodwill. This is a potential business loss, because it is a possiblity that you wont be able to re-book those available dates that fast.
In your case I would defenitly charge the whole stay. Specially because he left without any notice. I would report him also for misconduct for not paying for his accommodation.
But as you mentioned.. the guest knew he was in the wrong that is why he arranged that his credit card is not valid so he prevented to be charged extra.

1 year ago
2
Maris

I marked him as a non show on booking.com as I couldn't charge his card.

I just wanted to know what to do in case if it will happen again.

1 year ago
8
Leandri Klopper

Hi there Maris,

It's a difficult one, but I'm really happy that this was the first instance of this happening.

According to Booking.com both parties are held to the agreement, the guest and the property. But I mean, how on earth are you going to now get a hold of that client for the rest of the payment etc etc. So for the future I would suggest getting into contact with the guest before they check in to discuss payment.

I'm in South-Africa so allowing guests to check into the property without payment is an absolute No. We charge their card when they load it onto the system, we contact them if it doesn't work or if the check in date is quite far to hear from them if they would like to make special payment arrangements.

Make sure to check the card before check in. I think you won't be able to mark the card as invalid after the guests have checked in? Not sure.

Anyway, best of luck! Hopefully this won't happen to you again.

1 year ago
2
Maris

Leandri Klopper, thank you for your comment.

We do not have a reception at the studios, so usually after the arrival, if the guests didn't prepay for their stay, we arrange an appointment and they pay.

With this guest I spoke through the email before they arrived. I answered to him all the questions he had, and everything seemed to be just fine.

If you say ,,to check the card before check in,, what exactly do you mean? How can I check if the card is valid, without any charge?

Thank you!

1 year ago
8
Leandri Klopper

Hello again,

Massive pleasure!

Oh yes I see, the fact that you don't have signal changes things a lot. My suggestion would then be to check the card using the Pre-Authorise tool that Booking.com has. Here is a link on what it is and how it works: /en-gb/help/policies-payments/i-want-set-pre-authorisation-guests%E2%80%99-credit-cards-how-can-i-do

So Booking.com has this tool so that you can Hold a certain amount (normally a small amount) on the client's card between Booking and Arrival. So if the card is invalid, the neccesary changes can be made before the clients arrive. This is good to have in the scenario that you had as then you would at least had the amount that you were holding on the card plus the cash that they left.

I would suggest also that you look into Prepayment. Prepayment is literally a policy that states that you can charge prepayment at any time, which will help. (If you have a POS terminal and access to your extranet). Here is a link on that also: /en-gb/help/policies-payments/id-set-prepayment-deposit-how-can-i-do

Hope this helps!

1 year ago
2
Maris

Dear Leandri Klopper,

a huge thanks for the links you have sent me.

However as we have a WebHotelier Channel Manager activated, we have to keep the policies on booking,.com the same as they are on WebHotelier.

But at least, now I know about this option, whcih may be useful in the future.

Thank you!

1 year ago
1
Ossamahabib

Maris, you said, the reservation was standard, it was not nonrefundable. You can't change the guest credit card. You are lucky you couldn't do that.

Nakhka

1 year ago
2
Maris

Ossamahabib, we didn't charge it, but as we marked him on booking.com ,,non show,, in this case we could, right?

Thank you!

1 year ago
1
Ossamahabib

Maris, it is correct, otherwise, you will pay the commission of 11 nights to booking.
Follow this no show marking by sending email to booking explaining the issue. As they may put the paid value (one night) as completed payment and charge you commission for this payment.

Nakhla

1 year ago
7
pibomarco

Yes he could charge. The guest booked for 11 nights not 1 and left the next day without any notice. The point of non-refundable rate is that there is usually an additional discount comparing to a standard rate but with no free cancelation before the arrival. As far as I understand the difference between the two.

1 year ago
2
Judy

If your guest checks in, you should charge him automatically for all the nights he has booked. This way even if he leaves early, he would have paid. We do not allow our guests to pay at the end of the stay because incidents like this may happen.

If a guest chooses to check out early, we will look into the reason why he is checking out early and then decide whether to refund him the balance or not.

1 year ago
1
Jallen

I am afraid there is likely to be yet more bad news for you. Booking.com are totally inflexible on this issue and will charge the commission on the 11 nights. We had just this issue and they refused to waive the commission for a guest who we were unable to charge as the card was invalid.

1 year ago
7
pibomarco

If the booking is marked as a no-show, they wont charge you any commission.

1 year ago
1
Jallen

I am sorry that used to be the policy but now if it is a non cancellable rate you cannot mark it as a no show and avoid commission. They assume you have taken payment and do not accept any appeals.

1 year ago
7
pibomarco

It was said that the guest booked as a Standard rate.
Althouh if this is true, why would you make a nonrefundable rate if you are not able to take payments from the guest?

My policy:

  • The guest will be charged the first night if they cancel after reservation and the total price if they cancel in the 30 days before arrival.

Yesterday the guest have canceled the booking a week before arrival. Due to a mutual agreement, I've contacted Booking.com to waive the cancelation fees and just received their reply today:

Dear G****

We are writing to you about the cancellation of P*****, booking number 1718******

You’ve agreed to reduce the guest’s cancellation fees from € 202.62 to € 0.

A refund of € 202.62 is currently being processed and may take 10-15 business days to reach the guest.

Thanks for your patience and working with Booking.com.

Kind regards,
Booking.com Customer Service Team


I assume I won't be charged for the commission.

1 year ago
1
Sosmedical

Dear Maris:

A very important fact:

Booking.com has an area called "FINE PRINT". This works especially well if you want something very specific to happen with your property; in other words, you can state anything you like such as:

ALL RESERVATIONS MUST BE PAID IN FULL PRIOR TO US PROVIDING AN ENTRY CODE TO ANY UNIT EVEN IF YOU ARE BOOKED THROUGH INSTANT BOOKING AND YOU ARE AT THE DOOR.

Something like this will not go against Booking.com's policies, it's there to reinforce yours and protect the host from any commission fees for any cancellation such as what you've encountered.

Believe me; if the guest really wants or needs to get in your property they WILL comply.

I cannot fathom how anybody, anywhere, nowadays would allow someone in their property without receiving payment first and as a simple act of good faith. Please don't do this anymore. This is simply not a good business practice in any type of business!

1 year ago
7
pibomarco

I always took payments at the check-out here at the property for 10 years (via Booking.com). Not many issues, but it must depend of the location/country, guest type etc... I guess.. :)

1 year ago
2
Maris

Booking.com didn't charge to us any fees, as the guest was marked as a non show.

The only point is that we lost the Money of the reservation, once the credit card wasnt valid.

As I mentioned above, we do not have a reception at the Property, and we arrange an apointment with the guests to manage the payment of the stay and/or government tax.

I am working for this Property the First season now, and this is the system the company to which belong the studios, use to work. So you understand that I can not change their policies.

Thank you for all your answers!

1 year ago
1
Ossamahabib

Hello Maui's, you need to cancel the reservation too. Marking up as invalid without cancellation will not stop collection payment for 11 nights, I hope you do that fast prior to disable the red button for cancellation

1 year ago
1
Baandaragroup

guest stay only one night and cancel the rest of the reservation, what i can do????

1 year ago
7
pibomarco

You can charge the guest credit card for the whole stay (if you don't have a free cancelation policy).

1 year ago