How to handle a No Show with Booking.com VCC?

Standard process for no-shows made via Booking.com with VCC (Virtual Credit Card) as a payment method.

Take the following steps to handle a No Show for Booking.com reservations:

On the Booking.com extranet, mark the no-show in the reservation applicable:

In your PMS system: go to the concerning no show booking.

📝Note:

The original Proforma must be cancelled and a new one created on which the No Show is stated, and where the city tax is not included. The following steps will show you how to create a new proforma without city tax:

Firstly make sure there is a payment for the (correct) amount.

N.B:
If the booking does not yet have a payment recorded, create the payment/charge the VCC in file for the correct amount—excluding city tax. It’s best to do this after generating the new proforma, so you can charge the accurate amount shown on this document.

If city tax has already been charged, issue a refund for this amount. Click the three dots behind the payment and select 'Refund'.

💡Tip:

For the article ‘How to refund City Tax for pre paid cancelled /No Show bookings' click here

To remove city tax from the new proforma, activate the City Tax toggle:
- Go to the Billing section of the booking and click on ‘See Billings’.

- In the pop-up page that appears, slide the ‘City tax’ switch to the right with the cursor:

Cancel the original Proforma:
Stay in the same pop-up page and cancel the original Proforma by clicking on the 'More action Button' (3 dots behind the concerning proforma)and select Cancel:
Klik op OK:

Create a new Proforma (No-Show or Cancellation Proforma) by going to New Billing:

In this pop up screen create a new Proforma by following the steps as shown in the image below:

Type - 'Proforma'.
To - Select the payer to appear on this proforma, in this case this should be Channel
Provider - Booking.com
Payment Method - Select the payment method with which the payment is/will be made.
Currency - Choose the currency (in case there are multiple currencies set up for your property).
Tags - *still in development, not yet active for use.
Product type - Uncheck any checked boxes of the previous product in order create a No Show item
Add to the Item List - Add the No show item by changing the name.
Change the amount under column Price to the confirmed amount, or amount to be charged if payment has not yet been yet and hit SAVE:

📝Note:

The Item Type will always initially be 'Room'.

Cancellation fees and/or No Show fees are included in Room charges, so this item type should not be changed!

Do not forget to Check the box after save!

Finally, click on ‘Create a New Proforma’:

A temporary message will show stating a new Proforma has been created:

If the payment still includes the city tax, please refund the applicable city tax amount.

If payment has not yet been processed, you can now charge the VCC (Virtual Credit Card) on file for the amount shown on the new proforma.

Afterwards, the reservation balance should be zero, with all payments correctly matched to the new proforma.

Next, link the payment to the new proforma by clicking the three dots next to the payment and selecting ‘Switch Proforma/Invoice’.

Choose the correct Proforma and hit Save:

A temporary message will confirm if the action was successful.

Once all details are correct—such as payer, amount, and item name—you can finalise the proforma as an invoice by clicking the More Action button (3 dots) next to the proforma.

You will be asked one more time if you are sure you want to complete:

A temporary message will appear when the proforma is successfully finalised into an invoice:

The booking shall be cancelled by Booking.com after you have marked it as No Show on the Booking.com extranet, if this has not yet been done, you can safely do this manually now.

💡TIP:

Check the article ‘How to cancel a booking’ by clicking here