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No show

Goo day! I emailed last April 30 regarding a guest's experience. They cancel the last minute due to an emergency so we marked them as no show. Now, their card was deducted witht
the amount that they are supposed to pay. How should we deal with this?

We hope you can help us with us ASAP. Thank you.


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4
AG Lodging 4 years ago

Cancellation is not the same as noshow. Booking system set the appropriate status of the reservation to eaither OK or cancelled or noshow. So:
- if the guest cancelled the reservation, you could not marked it as noshow.
- if you marked it as noshow, this means that the reservation was not cancelled.

Whatever the case was, the guest should pay, according to your policy. I assume that you set the appropriate policy, so either last-minute cancellation or noshow you should get paid.

Even though you should get paid, the system allow hosts to waive cancellation fees if they want so. When the refundable period expired, when you marked noshow, you have been asked whether you want to waive cancellation fees or not. Since their card was charged, it seems that you did not.

So the conclusion is that you can keep the money and explain them that this is in accordance with the cancellation policy (assuming that you set it). You can also send them money directly, but you will have to pay comission to Booking anyway.