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How to get payment from a no show guest

Guest no show on date i didnt get any payment how

68 Replies

1
rebecca

mark no show online and process the payment owed to you through their credit card

1 year ago
8
Leandri Klopper

Hi there,

Rebecca is right, you will need to mark the person as a no-show within 48 hours.

Here is a link to the Knowledge base for your perusal:

/en-gb/help/reservations/can-i-cancel-reservation

There is a very detailed descrirption of No-Show rules and regulations in your contract as well. Otherwise, you can always give your Account Manager a call for some more information.

Best of luck!

1 year ago
1
Phleblanc

Hi, I had also no show two consecutive time. i'm asking me who is going to pay and how much? I could have other bookings for those dates. Now i'v missed opportunities.

PH

1 year ago
1
Geecee8885

3 different guests /bookings for 3 consecutive times didnt arrived wat to do? Can i charge them ..can i ask advance payment uhhggg pls call me

10 months ago
8
Leandri Klopper

Hey guys,

Avoiding No-shows is difficult. Amongst all the posts in the forum regarding this there is one concensus:

1. Change your Payment policy so that you don't accept a booking without a card loaded at the time of booking.
2. Change your Payment policy to include a Prepayment of the full amount at any time.

This way, the moment you get a booking, you process the card and the payment is done. So even if the guests don't show up... you have your payment. Should the card decline, the client has a while to update the card details, and if they don't meet the deadline, you simply cancel the booking and reopen the room.

That's the only surefire way to avoid no-show-with-no-payment.

Keep in mind, this tactic might cost you bookings. I reinterate again: I'd rather have less bookings but they are mostly legit, than have thousands of bookings and you're not sure many of them are going to pitch up.

Hope this helps

10 months ago
1
Francescasmith2

As I have only one room of B&B it is not worth the additional cost of taking card payments (plus 15% to Booking.com).

I know Booking.com now offer a service, for which they do not charge, to take payment for bookings on our behalf. Has anyone used this yet? If so, how did you find it? Did you receive payment immediately? Hopefully, it unearths any bogus or selfish guests who decide to be a "No Show".

10 months ago
8
Leandri Klopper

Hi there,

Ah yes you see, your situation is a bit different then.

I have not used it no, but there is a lot of feedback regarding using Payment by Booking.com scattered accross the forum. It seems like a great idea to me, you sit back and just ensure the rooms are opened and closed and the rates are correct while they collect the money. They did have a slight snafu last month where the partners only got paid about 8 days after they were supposed to.

Much like we have to pay commission every month, Booking.com will pay you every month. Here is a very in depth look at it: Payments by Booking.com: Bank Transfer

I hope so! Best of luck.

10 months ago
1
Marniedavis25

This shouldn't be our responsibility! All the other sites manage the credit cards and payments themselves. This is the only site I have used where I am responsible to get payments. I prefer the other sites much more and will be removing my listing if they don't change their policy.

10 months ago
1
Reception

It's a tricky situation but our policy is plain and simple.

We charge the guest's credit card in full 30 days out from arrival. If they don't show up (although it's never happened to us) we would mark it as a no-show and keep the payment. If the payment doesn't go through at the time of charging it against the guest's credit card we will notify Booking.com and cancel the reservation if the guests doesn't update the card.

To put it simply:

In this business you get one bite of the cherry! If the guests expects us to guarantee a room for them they have to guarantee payment and that they will turn up. Unsold inventory costs money and if you're holding a room for someone who may not show up it's better to ditch them in the hope that a more serious customer will show.

10 months ago
1
Marniedavis25

Again not our job. All the sites do this work for us.all I do is wait for the email saying all the money has been sent to my bank. Super easy. Booking.com a whole lot of work then I pay you $80 for $500 in sales.

10 months ago
2
Glennroy111

I have 5 condos in FL, USA. Booking.com does not let me see the Credit card information until 30 days prior to check-in....that's NO GOOD. I need a deposit to book and final payment 60 days prior to check-in. That was the way it used to be...now they changed it. HELP....WHY. I cannot live with the 30 day rule. HELP me. I call them and NO help (their back-ground noise is Terrible!!! with their service folks). What should I do.

10 months ago
1
Marniedavis25

I prefer VRBO, Air B&B and Homeaway. Have you tried these sites. They handle all the credit card info etc.

10 months ago
2
Glennroy111

Yes, I belong to all of these. HA/VRBO do about 80% of my business. Last couple of years have really done a LOT of things to aggravate the owners/managers, as you probably know. They seem to kind of settled down for a least now.

I really like the assess to the renters CC info !! that booking.com does. I use a CC processing company. That way, if there was any guest damage to property, I could charge them without a damage deposit (It never happen if over 1000 bookings with all the companies). But, now I have two problems.

First, there new rule is I can't access the CC infor until 30 days prior to check-in...unacceptable

Second, Folks don't know that I can charge their CC at any time after booking (that's the way it used to be until a month or so ago). So, would have 80% bad CC and therefor cancellation!! UGH!

I really think Booking.com is NOT set up for USA condo business...it's a HOTEL reservation portal? They can't even call it a condo. Think of the tens of thousands of condos they are missing out on in the USA. The could be soo much better.

10 months ago
4
Benita Cyster

i would also prefer that Booking.com take the payments up front and their system verify the clienst credit card as valid. With us this is the site with the most cancellations and or no-shows. we have the option of the 18% commission paid to them thus credit cards verified ( we had a few that were invalid as part of no-shows) would be part and parcel of this service. I must applaud booking.com as well when you do have a complaint they have assisted very well but the issue of a no-show has left me losing reservations many a time. we changed from adding credit card details to no credit card details to increase the reservation, but although it increased - it led to more cancellations some on the day of arrival - thus no income too, thus will follow advice given and rather add it to the policy again that they need to declare cc details or no reservation. thanks appreciate advise

10 months ago
2
Glennroy111

Just to clarify, I don't like their customer support, as there is a great deal of back-ground noise (other folks talking to customers) and I seldom understand what they are saying. Must admit, however, i'm hearing impaired and wearing hearing aids! Bottom line, don't have CC access until 30 days prior to check-in and toooooo many cancels when I did have access and I tried to charge them the initial booking fee. Hope it gets better.

10 months ago
1
Hetchz

Hello.. I don't have no credit card option (only payment in cash) and had the same issue for no show bookings which were missed opportunities (during peak periods) is the a way to avoid that? Thanks

10 months ago
2
Glennroy111

Booking.com don't care about your collection process...they want THEIR MONEY no matter what!

10 months ago
1
Ssykes1774

As a somewhat new user to Booking.com I am a little confused. I have only been using Booking.com for about 2 months and have had about 5 reservations. Booking.com collects the payment and then sends me the money 3 days after the guest checks in. This is just what happened when I set my account up. I am charged a 15% commission on my bookings but it sounds like others are as well and they aren't collecting their payment.

My one problem is that they will not collect a damage deposit and if I want one then I have to do that on my own.

10 months ago
2
Apartments

I have made a policy on b.com that to make reservation you need to give your credit card details. I can charge 10% non refundable deposit or whole amount on the day of booking, depends whether it is standard or non-refundable reservation. In case of no show I keep it. Unless the Guest informs me about not coming then I usually keep deposit or charge 2-3 nights.

You can also ask b.com about online payments, Guests pays whole amount while making the reservation and you are given the card details to charge. The other way is bank transfers. The Guests pays whole amount to b.com and they transfer it to your account less the commission.

10 months ago
2
Malapascuabudgetinn

During peak season, you have to contact them a day before then the morning before their check in if they are coming or not. To make sure if they will show up. If not open it to potential walk in clients and open it in your booking system for others to book.

At the moment during low season I am not so strict in terms of payment options. Yes it’s true if clients will be charged via credit card there is additional 4-5% charge other than 15% commission from booking. What I do for this is they should pay cash upon check in. I just told them the credit card system has been damaged and so far they pay. And if client will have a no show charge their credit card. It’s a win win situation for you and booking.

Yes there is a big issue with no shows but despite that I would still stick with booking as my marketing partners as they have given 80% of our clients are coming from them. Other otas represents 20% in terms of booked clients from them. It’s worth taking the risk 😉

10 months ago
8
Leandri Klopper

Hi Glennroy111 ,

Omw I know, it's very stressful to wait for that card to become available.

I spoke to a guest the other day as my Payment Schedule was sent to them to advise them that we will be taking payment from the card. The guest phoned me in complete stress because the amount was already deducted... So, according to the guest the money is taken off that card immediately and is kept there until 30 days prior to check in. This makes me feel better considering it's a Definite sale. The money is just being kept warm for a while.

Am I silly for assuming this is how it works because of a few guests telling me their cards have already been charged?

10 months ago
2
Glennroy111

I haven't checked with Booking for awhile. I don't know what options are available since I first commented to me on CC charging/viewing prior to check-in or after booking the guest. When I do follow-up with them, I hope my options are available to me that I will start using them again. (I increased all rates to over $ 1,000/night so I wouldn't get any booking request).

10 months ago
2
Juancsandoval

I have the same problem with no show ups.When I am going to charge them for not showing up, I need the physic credit card, I have tried to charge the night with no card, only with the information Booking gives me and it reject the payment at least in my dataphone.I do not see other way.Any ideas, thanks

10 months ago
2
Malapascuabudgetinn

Hi Juancsandoval, one method I used is message the clients who made a no show in their booking. Asking them favor to send money via my paypal account or my personal bank account coz what they booked is good as sold for them. We lose business in the process. As long as properly explained and professionally done, some would consider paying you but not all. At least i have tried this method which also works for me.

I hope this helps. Thank you

10 months ago
2
Juancsandoval

Thanks, it is a good idea, I have used it when client leave without paying and contact them requesting the payment and they have paid and I can do the same as you advised me for not showing up, gracias, let's see if it works.Best regards,jc

10 months ago
8
Leandri Klopper

Hi Juancsandoval ,

It's the age old hand-in-hand conversation that you are going into here.

You can't have a discussion about no-shows without also going into getting a POS terminal that allows you to process cards without the physical card.

Asking the guest to pay is a hit and miss, and none of us can run a business on that principal.

(Although I'm glad it works for you Malapascuabudgetinn ! I've checked out your property and according to all the reviews, it seems that you as a host is very charming. So maybe you can charm the legs of a donkey so I'm sure that that method works for you but not everyone has that skill.)

Getting back to my point - Set up your prepayment policy and swipe. No-show, Stayed whatever you get you will be covered.

Best of luck!

10 months ago
1
Maryguide

Does Booking get involved with No-Shows by sending the guest an email telling them they owe for that night or what ever they agreed to?

I'm also wondering if Booking knows a guest was a No-Show at my property and we got stiffed does Booking now allow the guest to continue making similar reservation at other properties or is their account flagged or frozen until they live up to the agreement they made?

9 months ago
2
Juancsandoval

Thanks Leandri Klopper your comment has helped me to change my settings, I know it is going to work.Also I have been speaking to my bank owner of the POS to change to a terminal that I can charge without the physic card.I submitted the paperwrok and I lookf forward to hear from them.

Maryguide has a point, Booking should help us by flag them and let other properties know that the guest has failed to show up.

9 months ago
8
Leandri Klopper

Hey all,

My pleasure Juancsandoval , I'm hoping this will work for you and that the bank will be super fast to get back to you. Scattered all over the forum everyone agrees that this is the best way and I've found that it works.

Maryguide , Booking.com does not help you to get the money back no. I'm also wondering if the guest maybe gets an automatic email that advises them that they have been marked as a no show but I'm not sure. Maybe another partner will know? Secondly, they do allow guests to book again but just like we have certain programmes that we need to be eligible for based on our performance, guests also have that. So if they are marked as a no show, then it will pull through to their file (logically speaking) and if they do it enough at some point questions will be asked. I know that it takes a LOT for a guest to be blocked from making bookings on Booking.com and no-showing aint one of em.

9 months ago
8
Leandri Klopper

Hey cassid,

I'm posting this seperately because that little message nearly gave me 4 heart attacks (one for every property). I thought that it meant that they were going to charge me commission even if the client didn't pay/if I waived the fee. It's not the case... luckily (have you ever seen me move at light speed to remove all my listings?).

This just means that if we Charge anything, then Booking.com charges us. Whether it's a non-refund booking or a semi-non-refund booking. If you waive the fees, then so does Booking.com.

So all is good and well in the Booking.com realm of commission.

Keep well!

9 months ago
2
Apartments

Dear Leandri,

actually if you have non-refundable or semi-non-refundable policy B.com will charge you even if the Guest will not come or cancel. In that situations B.com assumes that you have charged your Guest so YOU NEED to remember to call b.com and inform them that all the fees have been waved.

Kind regards

9 months ago
1
Francescasmith2

All useful thoughts but I still feel strongly that bkg.com should also take some stance on No Shows as they clearly do not care otherwise they would contact the property to apologise or give a reason for not showing up.

I think bkg.com should make it clear in the T&Cs/Contract that, should they not show up/pay, then they will be put on a "blacklist" and not be allowed to book with them for at least 6 months.

I would also like to give the names of anyone who is a No Show in this Forum in order to alert fellow B&B/hotel etc owners that they should be vigilant or not accept their booking or ask them to pay immediately otherwise their booking dates will be opened up for someone else to book.

Perhaps Bkg.com could respond to this idea.

Thank you.

9 months ago
4
Benita Cyster

Fantastic points Mary the flag system shows we are cared for too as service providers. Cassid i will for sure add that to our system. God bless

9 months ago
8
Leandri Klopper

Hey Apartments ,

Thanks yes Valid Point!

I phoned Booking.com a while ago and I was on the phone with a Lovely man with an even lovlier french accent who explained to me that Booking.com will waive fees when we do. But we must remember to Mark that we are waiving them. That is the rule of thumb.

He told me that you can Mark the Credit card as invalid if you decide not to charge commission or cancellation fee, that way Booking.com knows that you are unable to collect money and as such won't charge you.

Just a hint for those who forget to mark no-shows and get charged for it.

Keep well!

9 months ago
1
Sandexltduk

A bad weekend 2 no show's and I turned away 4 English tourists this morning how called to my property how wanted to stay for 4 nights how stupid was I, double loss ( I think B.C. need to black list the no show;s ) very frustrating knowing you can not do anything

9 months ago
2
Malapascuabudgetinn

Hi Sandexltduk,

I had the same bad experience as you. But I can’t do anything about it anymore.

Now I am cautious esp during peak season - I have to contact the people via text, call, or email if they are coming or not at least a day before.

If no reply I just give it away for walk ins. Coz this walk ins are a sure income. Now the question is what if they arrive (did not reply because no wifi and traveling) - the best thing you can do is facilitate them to other available hotels in your vicinity area. At least we don’t left them behind.

It’s an effective to keep your revenue soaring while still doing the best you can in terms of customer service.

Always remember there is a trial and error and we always learn from our mistakes and experiences. And that’s how we keep growing.

Thank you

9 months ago
1
Francescasmith2

Yet another example of the need to BLACKLIST guests who are No Shows and don't bother to let you know or apologise. They clearly DO NOT CARE and potential income is lost. I see no reason at all for not listing these people. I did ask in an earlier post about putting names on this group but do not appear to have received a reply. So maybe if we start putting names, someone from BKG.com will respond.

9 months ago
1
Cba Hotel

i want to make payment for august but booking ref ***, did not stay with us

can less that commision as i mark no show that time, your insist that guest stay with us

hope that can be done by today

cornel

9 months ago
2
David

Lots of words here, but no recognition of the fact that (1) little guys with a room or two don't operate like big management companies and (2) Booking.com simply does not offer credit card services in many areas. If you are "small time" operator like me, do this:

1. As soon as you recv a rsv, write immediately, friendly but firm, and request a deposit--50-100%--via PayPal, bank transfer or check (assuming there is a functioning post office in your country. Be sure to set a deadline date.
2. If guest does not respond, send a friendly follow-up reminder about the deadline date for the deposit.
3. If deposit is not forthcoming and guest does not propose a more convenient arrangement, cancel the rsv.

Booking.com simply makes it too easy to for people to reserve several properties with no obligation; no info about the guest; no pre-payment, no credit card info. So avoid no-shows by collecting deposits yourself. And if guest cancels according to your policy, refund (less Paypal charges) the deposit. If guest does not cancel in time keep the deposit or pre-payment.

9 months ago
1
Martin

Have tryed for 8 years that booking.com to charge guest credit card at time of booking they say they have this model only booking.com so even if our banks in thailand dont want to work with booking.com so we cant charge guest direct via credit card online.
Even paypal you cant use to much hassle and time for every each booking.
So we have lost lots of money during the 11 years we have been opening of no shows because we cant charge guest its not a sufficient booking site its for guests benefit not sufficient for hotels still we have to keep booking.com because the most bookings comes from this website so agoda and exempel expedia much more sufficient they charge direct guest credit card upon time of booking.
Its there not more of all of you out there how are tired of losing money for what.
Its not fair in any way they dont care been in contact trying for years with booking.com with no success.

9 months ago
8
Leandri Klopper

Hi Malapascuabudgetinn ,

You wrote: "Now I am cautious esp during peak season - I have to contact the people via text, call, or email if they are coming or not at least a day before."

We have a fine print that informs the guest that they must Confirm their arrival 3 days prior to check in. Having that on there prompts a lot of people to phone in and makes the list of people that we need to contact Much smaller. It also gives us the opportunities to catch "issues" before the guest arrives such as "Oh yes my daughter is bringing her friend along, we are so excited". Then I can tell them Before they arrive that they are not allowed to or make the neccesarry arrangements.

Maybe that will help you too!

9 months ago
2
David

Joey, Booking.com simply does not offer credit card services in all countries, and for those where it does not, we are on our own. Guests can "reserve" by clicking a single button, without a financial commitment, and then it is up to us to collect a deposit. I have had 3-4 or in the last few weeks who reserve, take my property off the market for a few weeks, but never forward the deposit I request and I have to then request cancellation. I have a liberal cancellation policy with various services, but the problem with Booking.com is that "one click to reserve" makes it too easy for people to reserve one or several properties, when really they are just "thinkin' 'bout it."

8 months ago
2
Glennroy111

You must view the CC information and process/charge some kind of deposit on booking the condo (in USA we call it a Condo...not an apartment). Then charge the remainder 60 days or so prior to check-in for final payment...with NO refund inside 60 days of arrival. That's the only way to make sure you get a valid booking and get all you money. Unfortunately with Booking.com 80% of my bookings are NO GOOD. When I try and process the CC for the initial down payment, 80% do not get approved. What I find out is the guest don't read the "fine print" that states I can charge them at anytime following their booking. I only have this problem with Booking.com and NEVER with HA, Flip Key, VRBO or Airbnb. The reason is those companies do the CC processing themselves and probably make a handsome profit doing so. Booking.com is missing out on a TREMENDOUS amt of business in the USA condo market..they are a HOTEL reservation company in my opinion. BTW, you need to have a CC processing company that you are working with and I like to have their CC number, just in case there is damage, etc.

8 months ago
9
M Adamopoulou

I personally don’t have credit cards system. All of my guests transfer through my bank account and reservations are prepaid. I get paid every month after 15 days for the previous month. Booking sends me a message that my account has been credited and for details I go to the Finance section.

8 months ago
2
David

Joey: i was simply saying that there are others like me who host in countries where BDC simply does not offer any credit card services. Any potential guest can click a button and you are stuck with a reservation that will probably be a cancellation or a no show. The only way to avoid a no-show is to request a deposit via PayPal and if the guest doesn't pay at in a reasonable time, cancel the reservation so the dates are again shown as available. Airbnb allows inquiries and gives a host a chance to respond and answer questions before the guest books by prepaying with a credit card. If you have a credit card option with Booking.com, you can count on prepayment, but others of us must protect ourselves against no-shows by requiring a deposit in advance. In my experience, 8 out of 10 (exactly) BDC rsvs have come to nothing bcz guest was never serious. AIrbnb rsvs are much, much more solid.

8 months ago
8
Leandri Klopper

Hi David ,

That makes 100% sense. I've just posted a few comments where I depict the process of cancelling bookings where you have to collect payment from guests (cardless bookings). It's a pain, and the process of getting one of those cancelled is tedious. And leaving it, hoping the guest will show up and pay, brings new challenges of its own.

Best of luck!

8 months ago
2
David

1 or 2 more of what BDC calls "reserva tions" and "I'm outa here..." i got an email from BDC explaining that guests frewuently book several places for the same date (and of course rarely bother to cancel). BDC says i should be happy because these so-called rsvs mean guests are interested in my place. I say it means that BDC is wasting my time. Their system is outmoded, at least in our country.

8 months ago
2
Glennroy111

David, I can't believe they said " i should be happy because these so-called rsvs mean guests are interested in my place". That is SOO out of touch with the real world. Get a down payment( or total payment) on booking and remainder in a reasonable time after. You need to have CC processing access. I use OPEN EDGE (used to be PAYPROS). BDC are taking the shot-gun approach...the more request, the more bookings. That doesn't work well for us the managers/owners of condos. What a shame. BDC needs to learn from the other rental listing companies.

8 months ago
1
Sr09915
3
Avatar
Leandri Klopper

    "Hi there,

    Rebecca is right, you will need to mark the person as a no-show within 48 hours.

    Here is a link to the Knowledge base for your perusal:

    https://partnerhelp.booking.com/en-gb/help/reservations/can-i-cancel-reservation

    There is a very detailed descrirption of No-Show rules and regulations in your contract as well. Otherwise, you can always give your Account Manager a call for some more information.

    Best of luck!"

    Hi, I have a "strict" cancellation policy. But if I mark my guest as a "no-show" within the 48 hours after the check in time, will I get 100% (or anything) of what the guest was supposed to pay?

    I'm worried this might be a "loophole." For example, the guest does not cancel and is a no-show to avoid paying anything.

    I've scrolled through the articles (very helpful), but couldn't find an answer.

    Btw, Leandri Klopper, you are very helpful!

    Aloha!

    4 months ago
    1
    Sr09915

    Nevermind, I found the answer from Booking.com:

    "The guest will be charged 50% of the total price if they cancel after reservation and the total price if they cancel in the 7 days before arrival. If the guest doesn’t show up they will be charged the total price."

    4 months ago