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How do you deal with a No Show?

 Hello Partners,

Just wanted to find out how you deal with a "No Show'.

Anne

15 Replies

5
Veronika Group

If you are a cash only property, you can opt-in to ‘Payments by Booking.com’. This means that B.com will facilitate the payments on your behalf which means that, in case there is a no-show, they will charge it from the guest and pay to you next month.
If you have the ability to charge credit/debit cards via a EFT POS system then you can, after each booking, check if the credit/debit card is valid and then, in case of no-show, you will be able to charge their credit/debit card.
A third option would be requiring prepayment (deposit) immediately after booking which would protect you from no-shows.

1 year ago
1
Annem 201

Thanks much, will consider options

1 year ago
7
Thuild - Your …

Veronika Group and Annem 201,

Consider that fact that not everyone has ‘Payments by Booking.com’ available to them. We for example don't have this, even though we are a EU country.

Best practice is to pre-authorize their cards if you can process CC. This will give you a guarantee that the funds are "reserved".

Even though a deposit might work, you will be losing 90% of bookings because of this, that's how people are, they don't want to be tied to things, especially policies that can take their money.

Another option would be to make all your rates non-refundable, therefore you will again have lower booking numbers but you can charge them directly after the grace period expires.

Best of luck,

Zsolt - www.thuild.com

1 year ago
5
Veronika Group

‘Payments by Booking.com’ are available worldwide. They just need to be manually unlocked in your Extranet by B.com Financial Department. You do need, however, to be a cash only property in order for this request to go through.
Also, I would like to add that we have a prepayment policy of 30% of the total reservation amount and this has not decreased the number of bookings. In fact, it increased them and decreased cancellations and no-shows.

1 year ago
8
Leandri Klopper

Hi Annem,

Thanks for the question, there is a lot of topics surrounding the No Show and how it operates or even how to avoid it.

Every property has a different experience regarding what helps decrease the number of no shows. The important thing you must remember is to Mark the guests who didn't occupy as a No-Show as soon as possible so that Booking.com does not charge you commission for it.

Personally, we don't have many No Shows because we have the Non-refundable, Prepayment in full policies set up. Which means I do the bit of more effort by phoning each client after the 4 hour free cancellation time has lapsed and discuss the payment with them.

Best of luck!

1 year ago
1
Jo Ggc

Hello, I would like to ask how I can contact my guest if I wanted to cancel their booking? Its happened that the owner of the apartment is travelling and wanted to use the property on the dates that somebody booked.

Thank you very much for advance

1 year ago
7
Thuild - Your …

Dear Jo,

If you don't mind relocating them, then you can call BDC and ask for a cancellation.
You need to take in mind that "guaranteed reservations" is a term you've signed up for when joining BDC, which comes with certain obligations.

If your guest doesn't want to agree, you'll lose money twice.

Best of luck,
Zsolt - www.thuild.com

1 year ago
5
Veronika Group

In the guest’s reservation in Extranet you can only request cancellation if the prepayment has not been received (if applicable) or if the guest requested you to cancel. If you cannot accommodate the guest due to overbooking, you need to call B.com CS on the phone number provided to you in the Inbox tab.

1 year ago
1
Jo Ggc

Thanks a lot All... I resolved the issue.

1 year ago
1
TT

Set the TERMS as non refundable within a certain number of days before booking. If they show up, you get paid. If they don't show up you get paid. If you're cash basis then tough luck. Look on the bright side. Offer a last minute deal to someone else or take some time off.

7 months ago
1
Reservations: …

We seem to have found a solution that works for us. We have a 72 hour cancel policy. On the first night within 72 hours of arrival we pre-charge the credit card on file for the amount of room and tax. As it has been our experience 'no show guests' generally book with a credit card that does not work, we then have the opportunity to contact the guest via the Extranet and request another form of payment. In most cases the guest reaches out almost immediately, we are then either given another credit card or we negotiate a reasonable time of arrival and extend a courtesy hold. If the guest does not respond we follow up with a message through the Extranet or we simply cancel the reservation. Very rarely have we had issues as was the case prior to changing our policies.

7 months ago
1
Dhanyaratna Veer

hi dear friends , I have just added my property to BDC one month complete only. I am losing too much business because of NO SHOW , I put my property in NON REFUNDABLE settings but BDC informed me I can not do that because of New Property status I tried just 10 days after , since I have walking customers too but I keep rooms vacant for BDC customers,and if NO SHOW by BDC customers I lose money , Please suggest me best possible options to avoid the loss ,I will be highly greatful to you . now my property on BDC has completed more than one month,thanking you

7 months ago