Reporting no-shows and cancellations
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 and specify whether or not you were able to charge the guest. That way you won't get charged commission in case you weren't able to charge the guest
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It’s easy to mark a reservation as a no-show on the Extranet. Just look at the steps below:
- Click the Extranet’s Reservations and select a specific reservation number.
- Click Mark as no-show on the right-hand side of the page.
- The reservation will be marked as canceled, and both you and the guest will receive a confirmation email.
Note: The “Mark as no-show” button is only available from 12:00 am 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.
You can also report no-shows on Pulse. Just take a look at the steps below:
- Select the Bookings tab on Pulse.
- Find the reservation you want to mark as a no-show. You can use the search bar at the top of the screen or select the arrival date from the calendar, then locate the reservation in the list below.
- Select the appropriate reservation.
- Scroll to the bottom of the page.
- Press the Mark a no-show button.
- Select Yes from the pop-up options.
Even after a booking has been canceled, it remains in our system and can’t be deleted. It’s useful to keep a record of this info and to monitor the number of stayed and canceled bookings you’re receiving. This will give you an overview of your property’s performance and show where you can improve.
For more info on how to better understand, prevent, and reduce cancellations, click here.
Note: Whenever you charge guests for non-refundable or partially refundable no-shows or cancellations, you need to pay commission on such fees. Commission doesn’t apply 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.