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Reporting no-shows and cancellations

Updated 3 months ago | 2 min read time

If a guest doesn’t show up for their booking and you choose to waive the fee, it's important to mark the reservation as a no-show. Reporting no-shows and waiving a fee prevents you from being charged commission.  

What’s in this article

Marking no-shows in the extranet

Follow the steps below to mark a no-show in the extranet:

  1. Log in to the extranet
  2. Click on Reservations 
  3. Click on the appropriate reservation number
  4. Click on Mark as a no show 

The reservation will then be cancelled. Both you and the guest will receive a confirmation email.

The Mark as a no show button is only available from midnight on the check-in date, up to 48 hours after the check-out date. After this point, you won’t be able to report a no-show.

Marking no-shows on Pulse

You can also report no-shows on the Pulse app by following steps below:

  1. Log in to Pulse
  2. Select Bookings
  3. Use the search bar or arrival date to find and select the appropriate reservation
  4. Select Mark as a no-show
  5. Select Yes to confirm

Keeping track of no-shows and cancellations

Even after a booking has been cancelled, it remains in our system and can’t be deleted. It’s useful to keep a record of this information as it gives you an overview of your property’s performance. This can help you learn how to reduce cancellations in the future.

Whenever you charge guests for no-shows or cancellations, you will need to pay commission. When you mark a credit card as invalid, or decide to waive cancellation fees, you don’t have to pay commission.


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