In the unfortunate event of a no-show from Expedia or Booking.com you will have to take certain actions so that you can either charge the guest a cancellation amount or send them an invoice.
Mark the Booking as No-Show in Booking.com
Open the reservation in your Booking.com Extranet. Here you will find a button to mark a guest as a no-show the day after the planned arrival date. No show button can be found by entering the affected reservation and on the right hand side of the screen under the reservation actions , they will find the no show button. Make sure to always mark no-show guests as Booking.com will cancel the commission fee for this booking. Keep in mind you cannot charge a cancellation fee or virtual card fee when this happens.
Booking.com will also add a note to the guest's booking history. If the guest frequently does not show up, he/she will be flagged which can help other hoteliers to prevent the unpleasant experience in future.
On Expedia the no show button can be found by locating the reservation and then selecting it. The no show button will be visible on the pop menu on the right hand side of the screen.
Charge the Credit Card
If you have the credit card details, they will show in your Booking.com Extranet as well as in your RoomRaccoon account.
If you have connected your RoomRaccoon PMS to the Stripe payment provider, then you can simply use the charge button in your reservation.
If you have not connected your PMS to Stripe and would like to know how you can, click here.
In Booking.com as well as Expedia, you are only able to view the credit card details for a limited time period. Make sure NOT to capture these details anywhere else. There is a reason that booking channels as well as RoomRaccoon protect these details, which is to guarantee the safety of your guests’ details.
No Credit Card Details
If you don’t have credit card details for the guest, RoomRaccoon recommends that you send the guest an invoice via email. Depending on your terms and conditions, you can also invoice a cancellation fee.
Good to know
Reservations marked as no-show will not be removed from the calendar. You can move it to a grey room if you prefer this, but it cannot be deleted.
When marking as no-show in RoomRaccoon, RoomRaccoon will automatically send a cancellation document. If you do not want the cancellation document to be sent, do not mark it as no-show in RoomRaccoon.
If you are not connected to Stripe, you can view the protected credit card details of a booker by filling in your RoomRaccoon password. You can view these details three times before they get deleted.
Setup your cancellation fee policy in the booking conditions in your booking engine settings (account settings). For more on this, click here.
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