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

Updated 1 year 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 you don’t pay commission. This can be easily done either on the Extranet or Pulse app:

How to mark no-shows on the Extranet

  1. Click the Reservations tab on the Extranet and select a specific reservation number.

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

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

The Mark as a no show button is only available from 00:00 on the check-in date, for up to 48 hours (2 business days) after the check-out date. After that, 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'd 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. Click the Mark as no-show button.

  6. On the pop-up, click Yes.

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

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


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