How do I report a no-show in the extranet if a guest doesn’t arrive?

IMPORTANT: Whenever you charge guests for non-refundable or partially refundable no-shows or cancellations, you need to pay commission on such fees. Commission is not applicable in cases where you decide to waive cancellation fees, correctly mark the guest as a no-show or mark a credit card as invalid because you were unable to charge the guest.

If a guest doesn’t arrive for their booking, and you choose to waive the fee, it’s important to mark the reservation as a no-show so that you don’t pay commission.

It’s easy to mark a reservation as a no-show in the extranet. Just take a look at the steps below:

  1. Click on the 'Reservations'tab in the extranet and select the number of a specific reservation.
  2. Click 'Mark as a no show' on the right-hand side of the page. This will be saved as a cancellation.
  3. You and the guest will receive a confirmation email.

The ‘Mark as a no show’ button is available from 00:00 on the check-in date, for up to 48 hours (two business days) after the check-out date.

Tip: You can also quickly mark a no-show on the Pulse app.

Did you know you can also complete this task on your mobile device?

Our Pulse app lets you manage your property on the go – anytime, anywhere. Pretty handy, right?