What should I do if I get no-shows or cancellations?

Updated 1 month ago
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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. This can be easily done either in the extranet or on the Pulse app:

How to mark no-shows in the extranet

  1. Click on the 'Reservations' tab in the extranet and select a specific reservation number.

  2. Click on 'Mark as a no show' on the right-hand side of the page.

  3. The reservation will be marked as cancelled, and both you and the guest will receive a confirmation email.

Note: The ‘Mark as a no show’ button is only available from 00:00 on the check-in date, for up to 48 hours (two business days) after the check-out date. After this point, you won’t be able to report a no-show.

How to mark no-shows on Pulse

  1. Select the ‘Bookings’ tab on Pulse.

  2. Find the reservation you would like to mark as a no-show. You can use the search bar at the top of the screen, or select the arrival date on the calendar and locate the reservation in the list below it.

  3. Select the appropriate reservation.

  4. Scroll to the bottom of the screen.

  5. Select the ‘Mark as a no-show’ button.

  6. Select ‘Yes’ from the pop-up options.

How to keep 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, and to monitor the number of stayed and cancelled bookings you’re receiving. This will give you an overview of your property’s performance and show where you can improve.

For more information on how to better understand, prevent and reduce your cancellations you can click here.


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