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Handling Hotel ‘No Shows’

We receive many questions about charging no-shows from our hotel clients, so
here’s some points to consider.

With rights come responsibilities

If you guarantee a reservation against a payment card, you have certain rights and responsibilities.

If the guest fails to claim or cancel their reservation, you have the right to charge a ‘no show’ for one night’s accommodation to the guest’s card.

However, remember that your organisation is responsible for all of its third party reservations. A reservation may be cancelled directly through you or your third party agent. Ensure that all cancellations made through third party agents are provided to you by the agents. This will help avoid potential chargebacks.

As to your responsibilities, you must ensure that the accommodation is available as reserved and agreed with the guest.

If you overbook, you must find comparable accommodation of at least equal quality for at least one night, transportation to that establishment, and forwarding of all the guest’s calls and messages.