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Reporting no-shows and cancellations

Updated 5 months ago | 2 min read

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.  

In this article

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. Select the appropriate reservation.
  4. Click Mark as a no-show 

The reservation will then be canceled. 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 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 these steps:

  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 canceled, it remains in our system and can’t be deleted. It’s useful to keep a record of this info, which 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’ll have 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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