Before charging a guest who did not arrive, check the channel record, reservation policy and existing payment status together.
First checks
- Verify the reservation number, arrival date and guest-contact record.
- Check the no-show reporting window and cancellation policy on the source channel.
- Check for an existing or pending payment in the panel.
- Mark the reservation as no-show only when this matches the channel record.
Collection or refund
The applicable amount follows the confirmed channel and reservation policy. Check the existing transaction before sending another payment link. Contact support with the reservation number if there is a dispute or uncertainty.
Keep a safe record
Keep guest notifications and the channel decision in the reservation record. Do not add unnecessary sensitive data such as full card numbers, CVV codes or identity documents to notes.