1

No show guests that cancel their credit card so you cant collect the penalty

With COVID, we stopped taking any deposits due to frequent cancellations due to COVID. But for other cancellations within the window and the occasional no show (no courtesy call) or even bogus reservation (looks like local telephone number with a foreign country address and a "typical" guest name")...what do you do when they've knowingly cancelled or paused their credit card right before they cancel? I never wanted to deal with tracking deposits and refunds, so over the course of 11 years, I've only had a handful that have cancelled their credit cards to avoid penalties. That's not a lot and I'm thankful its not even a monthly occurrence. Also, you can't block those names, emails or phone # from your property management system to avoid future reservations...not that they're stupid enough to do that....how does everyone handle?


7
Isle of Wight …

We don't take the risk - we just use Payments by Booking.com - everyone pays, we always get the money

11
BrookAve

 

Guest Books [Flex/N.R. Rate] >>>>[Prepay : Off]  , [Deposit : Off] >>>>

(Arrival Date) >>>[No Show : True]  >> >> No funds to cover the penalty defined in policy.

 

No comeback , other than try contact Guest to get the fees due, but no way to enforce it.

 

Next Action, blacklist Guest.

2
Boquete Apartments

How does blacklisting a guest work if Booking refuses to block the guest? They simply send you another reservation from that guest and you have no way to cancel the reservation unless the guest agrees, which they don't do. So, how can we handle this?

1
Rock Cottage G…

Tried to get guest to cover at least first day, refuse to answer phone or emails. I was shocked that this particular guest pulled this since 2 months earlier we hosted them for their wedding and went well beyond what they had contracted for in services without charging them. I finally sent a email that I was shocked and surprised that they would've have done this to us given their extreme satisfaction for their big wedding celebration...apparently, they have no conscience or sense of right and wrong. They wont be back here for sure. 

11
BrookAve

 

ok heres something to consider you may not have thought of...

 

scenario: no replies to phone nor messages

 

They are not contactable as they are not at home , away travelling as newly weds etc...

 

so this could actually be entirely innocent just because they are disconnected/offline for now.

 

you could find that in a few weeks they catch up on emails, or they simply decide... too many to read and just delete them all. that actually is a thing, I know as I've known some who do it.

 

'If its important they'll email me again then I will see it"

 

 

Kind Regards

1
690428

There doesn't seem to be a way to collect the penalty if guests cancel on the day - or just don't show.  There are no credit card details to enable us to charge the client.  It's ridiculous.  You just end up marking the guest 'no show' and that's the end of it....

1
Rock Cottage G…

I wish Booking had something similar to the AirBnB model where guests can be prescreened before accepting the reservation and there is a follow up to get feedback on guest behaviors so other innkeepers can see if a particular guest has a history of bad behavior before we invite them to stay with us on our property. I find that AirBnB guests are much more conscientious of taking care of your property and dont leave the place with a mess...they know their behavior, good or bad, will be seen by other establishments. 

1
Karen Holmes

Absolutely agree… Booking.com guests are always the worst!! They leave a mess & complain about everything!  You leave them welcome gifts- no thank you… not even an acknowledgment!  

1
690428

That is definitely the case.  We refused a check in at 11.00 a.m. We have 30 apartments we need to get cleaned and they left us a bad review...