Reporting guest no-shows at your property

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 we don’t charge you commission. This also prevents guests from wrongly receiving a satisfaction survey when they didn’t stay with you, which helps avoid impacting your guest reviews and review score.

In this article

Why it’s important to report no-shows

By reporting no-shows on the Extranet or Pulse app when you choose to waive the fee, you can help us make sure we don’t charge you commission for that reservation.

This also helps to ensure we don’t send the guest the satisfaction survey they would normally receive from us after the end of their stay. If you don’t record the no-show and they receive this survey from us, they’ll be able to complete it as if they stayed with you. This can mean you’ll get inaccurate reviews on your property page, and it could also impact your review score.

Marking no-shows on the Extranet

Follow the steps below to mark a no-show on the Extranet:

1. Log in to the Extranet
2. Click Reservations
3. Click on the reservation number you want to mark as a no-show
4. Click Mark as a no-show

The reservation will then be canceled, and both you and the guest will get a confirmation email.

Keep in mind that the Mark as a no-show button is only available from midnight of the check-in date until 48 hours after the planned check-out date. After this point, you’ll no longer be able to report a no-show.

Marking no-shows on Pulse

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

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

Keeping track of no-shows and cancellations

Even after a booking is canceled, it remains in our system and can’t be deleted. Keeping a record of this info gives you an overview of your property’s performance and can help you reduce cancellations in the future. To learn more about reducing cancellations, check out this article.

Whenever you charge guests for no-shows or cancellations, you’ll need to pay commission on that fee. If you mark a credit card as invalid or decide to waive cancellation fees, you don’t have to pay commission. Read this article to learn how to mark credit cards as invalid.