No-Shows
For whatever the reason, guests may not always arrive at the hotel. Perhaps they forgot to cancel after a more urgent conflict came up in their schedule, perhaps they were significantly delayed by some other circumstance - whatever the case, the guest did not arrive on the booked date. These guests are referred to as "no-shows."
When Exactly should I Flag a Booking?
Marking a booking as a no-show is a manual process, and is typically dictated by the guest's hold type, found on the booking's info page under the Billing section (see Guest Information).
In most cases, this will be a specific cut-off time dictated by your manager (6 PM is a common choice). After this time, staff are expected to review all arrivals that have not checked in and unless special circumstances apply, the booking's status should be updated to no-show for processing during audit.
Note that other hold types may apply to individual bookings - reach out to your manager for specific handling policies.
Changing a booking to a no-show, or "flagging" it, is done directly from within the booking itself. Begin by locating and accessing the desired booking. Then, open the folio menu and make sure the guest's folio is presently at a $0.00 balance. Depending on hotel policy, you may additionally need to post cancellation fees and (or) payments prior to continuing (see Manual Postings as needed). If you aren't sure whether any fees must be posted or not, reach out to your manager for confirmation.
Once all necessary postings have been made and you have confirmed the folio's balance is at $0.00, click the Flag as No-Show button located in the top-left corner of the booking, in the Actions ribbon.
The booking's status will update to No-Show. Note that for the remainder of the day, this can be undone by reinstating the booking (see Reinstatement). Once the business date has advanced (via audit), the no-show is considered final and cannot be undone except by making a new booking.
