How do I report a no-show on the Extranet if a guest doesn't arrive?

Updated 3 months ago

IMPORTANT: Whenever you charge guests for non-refundable or partially refundable no-shows or cancellations, you need to pay commission on those fees. Commission doesn't apply when you decide to waive cancellation fees, correctly mark the guest as a no-show, or mark a credit card as invalid because you couldn't charge a guest.

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 so you don’t get charged commission.

Marking a no-show on the Extranet is easy. Just follow these steps:

  1. Click the Reservations tab on the Extranet and select the reservation number.
  2. Click Mark as 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 no-show button is available for 48 hours, starting at midnight of the check-in date, then up to 48 hours (2 business days) after the check-out date.

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

Did you know you can do this same task from your phone?

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

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