What happens when a guest cancels or doesn't arrive at my property?

Sometimes guests cancel their bookings or just don’t show up that day.

You don’t have to worry about being charged commission if that happens – you’ll only pay for guests who stay at your property. Just make sure to always let us know about the cancellation so the booking won't be included in your monthly invoice. You can do this easily using our system or ask the guest to click Cancel in their confirmation email.

As a way to reduce cancellations, you can ask guests for a deposit when they make a booking – something that you can set up with just a couple of clicks. You can also set up your own cancellation policies in the system, so if your guest cancels within a specified number of days from the arrival date, you can still charge them part (or all) of the booking fee.


If a guest doesn’t arrive at all, the procedure is really easy. You just go on the Extranet or the Pulse app and mark the guest as a no-show. When you confirm that the guest didn't arrive, the booking will be canceled, and you won’t be charged any commission.

You can mark the guest as a no-show either in the Reservations tab on the Extranet or the Bookings tab in the Pulse app. Just click on a specific reservation and click Mark as a no-show.

The Mark as a no-show button is active for 48 hours, starting at 12:00 am (midnight) after the confirmed check-in date.

For more info on how to mark a no-show – read this article.

Back to Home Back to Partner Forum