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No show Guests

 Hello,

so I have this problem, the guests booked our residence 2 months ago and didn't show up.

 I do not own any card information or any other details about the guests except for the name and the booking is not being helpful either.

How to handle such situations?

Are they any other options to get to the guests' address or any other information?

This is my first such situation and it is very uncomfortable that although there is a cancellation agreement between the partner and the guest, there is not much I can do?

Greetings,

Robert

11 Replies

8
Leandri Klopper

Hi Robert,

Sorry to hear about this.

Sadly there is not much you can do other than to ensure Booking.com does not charge commission (which hopefully you did right after the guest did not show up). We are completely responsible for ensuring we receive payment from the guest, whether the rock up or not. So if the time has passed and you still have not been paid, then I'm afraid you never will be.

You can try contacting the guest through the portal (not sure how long it stays active though) and ask them to cover the cost you lost. But if they don't reply, there isn't much you can do.

Best of luck!

11 months ago
1
Francescasmith2

This year is the first time I have had a few No Shows and despite having their supposed address and mobile phone details, it makes no difference. When I tried to chase them on the day of arrival the message was "this mobile phone is turned off". Alarm bells did go off but I had no other way of communicating other than the dedicated Booking.com email address but still no response.

Are these people ever vetted or pursued by Booking.com or even "blacklisted"?

Other chats on this Forum have suggested a more rigorous degree of contact with guests prior to their arrival to ensure some form of dialogue (and deposit) is made, with the option to cancel their booking if they do not pay a deposit or respond to your communications.

11 months ago
5
Wightgal

It will be extremely difficult to get money after the event. ...though if you and the customer are UK based, you can use the small claims court.
The only way to at least ensure you are not totally out of pocket, is to charge all guests a substantial deposit.

11 months ago
8
Leandri Klopper

Hi Francescasmith2 ,

I also wonder about the Blacklisted part. I supposed not because a lot of us have become complacent with No-shows. "Oh another one" - mentality. I'm sure there is a system that tracks it, would be interesting to know how many times a guest can not show up to a reservation before being blocked completely from using Booking.com.

I also prefer contact prior to arrival, but I've flipped-me-lid a long time ago with not being able to get hold of the guest. Since I changed my payment policies, everything is just going 10 times better.

Thanks for the post, it's very much think-soup!

Keep well.

11 months ago
2
Pennyinnz

Hi, I'm in NZ with a little cottage only. Have problems with no shows and guests 'forgetting that they have booked'. This has left me out of pocket big time and coming near to the point where I wonder if I can continue. I have posted questions elsewhere but not gotten any help, just told subjects have already been discussed. I don't mind reading stuff that will help but spending hours trawling through post that don't help uses too much of my time especially when the guests are not actually turning up.

for one guest, (they cancelled a couple of hours before due to arrive) I know that their credit card was charged but I've not received the money - has anyone had similar experience?

I would love to know about any policy changes I can make and the results that hosts have had. i.e. what was most effective. I read someone only took bookings from guests who had submitted credit card details? I can't see how to do this, perhaps not available in NZ? Have hosts found that introducing deposits has made a big difference and have they found that they have needed to cancel many because guests haven't paid a deposit?

Would really appreciate any help anyone can offer.

8 months ago
8
Leandri Klopper

Hi there Pennyinnz ,

Yeah sorry about the "This has been over discussed" that you seem to be getting. The problem is, it has been discussed over and over again until an almost unrecognizable form. But here is what I think the concensus is:

No-shows can't be completely avoided but it helps a Whole lot if you have a Prepayment policy. This means the guest needs to pay before they arrive, which means if they don't show up then it's fine considering you have your money. A Card payment only policy is not "earned", anyone has this available as far as I know. On property, go to policies. Under Payment policies check the cards you want and there should be an option where guests can pay EFT which you just disable. (Take note, people will then load their card details onto the booking you must be able to legally process the card... contact your bank and make sure everything is set up correctly!)

My Prepayment policy states "A Prepayment of the total cost may be charged at any time.". So in my first contact I send a payment schedule to the guest depending on how far away we are from their check in. If it's more than 60 days, I take 25% deposit and the rest closer to the time. If it's between 30-60 days prior to arrival I take 50% deposit. If it's 30 days or less, I take full amount.

Each to his own, but having the prepayment option makes me not worry about no shows at all other than marking them to relieve myself of the commission.

Hope this helps a bit?

8 months ago
1
Vladek

I have and I had similar problem yesterday and in the past. I think Booking.com should be able to do something on that. First option is to create possibility for partners to write their review of the guest, so that everybody can see that guest didn't show up and didn't pay anything. Second, Booking.com should create some sort of black list of guests and announce to partners.

8 months ago
2
Pennyinnz

Not sure how I can take prepayments as don't accept credit cards (not big enough to warrant cost). Allowing guests to book 2 places for same date should be looked into. I had a guest who cancelled last-minute then rang me complaining that payment had been taken from their credit card. However booking said no payment - anyone else had this happen?

8 months ago
2
Donna Luxford

Pennyinnz I too have a small Studio in a rural area in New Zealand and dont have facilities to accept credit card. Not worth my while to as virtually all of my guests come from Airbnb which handle that side of things. I only accept payment via Paypal to our business paypal account. Therefore they can use their credit card. As soon as someone books I send an invoice link from Paypal where they have to make payment in FULL pretty much straight away. So should there be a no show I already have the money and would have transferred the money out to our bank if they are a no show. I needed to have control of the money as I cant afford to wait for Booking.com to pay me the 15th of the following month after booking as that is far too long to wait. As we are only a small business we would go out of business if we had to wait for them to pay us. I have seen plenty of threads about how they can be late also! Hope you manage to get it sorted.

8 months ago
2
Pennyinnz

Donna,

That sounds a great idea, I will see if I can get my head around that, if not I may come back to you.

Still confused a bit as Booking.com clearly told me that Quote 'In order to be clear, please note that Booking.com does not charge guests at any point; this may be a service we offer in the future, however at the moment all partners in New Zealand manage their own payments. The property is set for cash-only, so guests do not currently provide a credit card during the booking process.' So in that case no one in NZ will ever get payment via booking.com.

Many thanks for taking the time to explain that, I will look at AirBnB also, AAtravel who I've signed up with unfortunately aren't bringing in bookings.

8 months ago
2
Donna Luxford

Its odd. I still dont grasp everything on here. lol. Mine says excepts cash only, (which I dont) but I dont except credit card here on sight so it is confusing to guests. In fine print it says I except paypal and also in my policies it mentions paypal, but if I was the guest I would be confused. As I said I have only had couple of bookings from here, (just started other month), but 99% of bookings come from Airbnb, but I wanted to expand my chances of getting booked more. Im also on tripadvisor but had no bookings from there either.

8 months ago