No show payment collection

Our booking policy has 0 tolerance for no show. Initially customers were just taking us for a ride. Even in peak season we had more then 80% fall outs, causing a huge dent in our pockets.

Have been marking all "No Shows" without fail. Can someone advise, how can I collect the fee when customer has not turned up at all. Multiple mails to customer care have gone unanswered.

Leandri Klopper

Hi there,

Thanks for posting. This topic has been discussed a lot on the forum. I suggest searching the forum for No Show to read the discussion there.

Sadly, at the end of the day if you can't reach them then most probably you will never see that money. I suggest changing your payment policy to include a mandatory prepayment.

Best of luck!


Not sure about the process for adding mandatory pre payment. Can someone pls guide with the steps for prepayment, cant find the option. Looked through forums as well but guess it not available for new properties


In the last couple of days I have marked several 'no shows'. Away from this platform, I get numerous walk-in bookings who pay upfront. (In fact these are my most clients). Lack of turn up for those who booked through booking.com sadly has led to loss of business. Credit card payment is unpopular in my area and not an option for us. The preferred payment by clients is either cash or mobile money (called Mpesa in my country). Not sure how to continue on booking.com.