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How to Manage No Show bookings - Non Refundable

When a No Show occurs and the guest has not notified you of a delayed arrival (delayed by one or multiple days), the booking should be cancelled and processed correctly. This allows you to resell the room instead of leaving it unoccupied.

 

📝Note:

For No Show bookings the Hotel's Policy dictates whether the reservation will remain. However, in most cases, if a guest does not inform the hotel of a delayed arrival, they forfeit their right to the reservation.

The hotel will therefore will have to cancel the booking the day after the arrival date. In such cases, a fee as specified in the applicable cancellation policy will be charged. Typically, this means the guest will pay for the first night; however, for Non-Refundable bookings, the entire stay may be charged. Check the cancellation policy of the concerning booking to be sure.

 

☝️Check where the booking was made:

Prior to proceed the No Show procedure, please check where the booking was created. Some OTA (online Travel Agent) platforms may need you to mark the reservation as no show on their extranet.

For example;

Booking.com requires you to mark a reservation as a no show on their extranet—this step ensures that 

  1. Guest satisfaction surveys are not sent.
  2. Commission processing is handled accurately.

 

 

1. Steps to take for No Show bookings that are Non Refundable:

 

  • In your PMS system find the concerning No Show booking and make sure there is a payment for the (correct) amount:
  1. YES, the booking has been paid:

    Check if the amount charged is correct. Generally this means no city tax was charged. If the City Tax has been charged, the payer has the right to a refund of the overpaid amount for the city tax (*See Tip below).
  2. NO, the booking does not yet have a payment recorded

    Create the payment for the correct amount by charging the credit card on file (this may be a VCC - Virtual Credit Card from the OTA, or the booker's credit card).

💡Tip:

Check out this article to guide you: How to refund City Tax for Pre Paid Bookings'

 

💡Tip:

To determine the exact amount to charge, you most likely need to deduct the city tax from the total shown on the proforma, as city tax is typically excluded.

To be able to see the exact amount to charge (where city tax is excluded) you can already cancel the original Proforma and create a new one which has No Show indicated*. This will exclude the City Tax. 

*See below explanation in part 3. Create a new Proforma with No Show indicated.

If you are in doubt if City Tax is included:

Review the reservation policy or check the OTA extranet to confirm the correct amount to be charged for the concerning reservation.

 

 

2. How to  Cancel the original Proforma and Create the correct No Show Invoice:

To generate an accurate invoice that reflects a No Show:

☝️Mind you:

If the booking has already been cancelled, there will be no active Proforma. In that case you can skip this step ad proceed with step 3 - Create a new Proforma with No Show indicated

  • Cancel the original Proforma:
    * If the original Proforma has already been finalised and an Invoice issued, start by crediting that invoice before proceeding. Check out the article 'How to Credit an Invoice'

    In the Billing section of the booking cancel the original Proforma by clicking on the 'More action Button' (3 dots behind the concerning proforma)and select Cancel:

    Click on OK:

 

 

 

 

3. Create a new Proforma with No Show indicated:

 

  • In the Billing section of the booking go to See Billings - New Billing:

    Creating the new Proforma for the No Show fee, the city tax should be excluded. (*Please note! In some cases the city tax might be included, but this is very rare. Check the reservation confirmation, or the concerning booking on the extranet of the OTA if you are in doubt.)

In most cases the city tax will not have to be paid, afterall, the guest did not make use of the local facilities.

To remove city tax from the new Proforma:

    • Activate the City Tax toggle prior creating a new Proforma:
    • In the pop-up page that appears via See Billings, slide the City tax toggle to the right:

  • In the New Billing pop-up screen create a new Proforma by following the steps as shown in the image below:



  1. Type - 'Proforma'.
  2. To - Select the Payer (Provider / Guest/ Booker/ Company) to appear on this Proforma
  3. Provider / Guest/ Booker/ Company- Select the correct payer
  4. Payment Method -Select the payment method that will be used or is used.
  5. Currency - Choose the currency (in case there are multiple currencies set up for your property).
  6. Tags - *still in development, not yet active for use.
  7. Product type - Uncheck any checked boxes of the previous product: 
  8. Add to the Item List - in order create a No Show item for the new Proforma:




    Add the No show item by changing its Name to No Show (fee)and Change the amount under column Price to the confirmed and correct paid amount/ amount to be charged and hit SAVE:


📝Note:

The Item Type will always initially be 'Room'.

 No Show fees and/or Cancellation 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 New Proforma:
  • A temporary message will show stating a new Proforma has been created:




  • If a payment has not yet been processed, please do not forget to charge the credit card on file or VCC (Virtual Credit Card) for the amount shown on the New No Show Proforma (which should in most cases be excluding city tax).
  • 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 to which the payment belongs and hit Save:


    A temporary message will confirm if the action was successful. 

 

  • Finalise the proforma by clicking the More Action button (3 dots) next to the Proforma.
    * Please Note! Make sure all details are correct—such as payer, amount, and item name before finalising.


  • You will be asked one more time if you are sure you want to finalise (are you sure the details on the document correct?):

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

 

Cancel the Booking:

  • If the booking has not yet been cancelled automatically (after you have marked it as No Show on Booking.com for example) , you can safely do this manually now. (In case of a booking created and cancelled on the OTA the booking shall be cancelled automatically in the system, yet this might take a couple of minutes.)

 

💡TIP:

Check out the article ‘How to cancel a booking’

📄Summary/ Checklist 


  • ✅Check the booking source: Carefully check where the booking came from (was it via an OTA, such as Booking.com, or direct?) and take the appropriate actions.
  • ✅Mark the booking in the OTA (if necessary): If it is an OTA booking, go to their extranet and mark the reservation there as a 'no-show'. This ensures, for example, that you do not pay an unjustified commission.
  • ✅Cancel the original Proforma: If the booking has an active Proforma, as you want a Proforma without City Tax and with No Show indication.
  • ✅Create a new Proforma: One that indicates the No Show and does not list the City Tax.
  • ✅Charge the fees: Since the booking was non-refundable, charge the guest the full amount of the stay, or the applicable fee conform the cancellation policy of the concerning booking.
  • ✅Cancel the booking in the system: Process the cancellation in your own reservation system (PMS) if not yet done automatically.