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Lesson 2: Handling no-shows and cancellations

 This lesson is part of a five step getting started tutorial

Previous Lesson 1: Receiving bookings from the GDS

 

It is important to know what to do in case of reservations which are no-show or which are cancelled, to ensure your hotel is not charged.

No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:

  • You are entitled to charge a no-show fee
  • You don’t need to keep up the reservation any longer (if booked for more than 1 night) and you can sell it to another customer
  • To charge the no show fee please use the credit card which has been supplied as guarantee in the booking.
  • In the monthly reservation report we send you always on the 1st of each month, please amend this booking as “No Show” to ensure the correct billing of your bookings

Cancellations
a) Cancellation in the system through the travel agency or web portal
If the cancellation arrives to you through a notification email from Reconline:

  • This booking is completely free of charge for you. We don’t invoice these bookings
  • You are allowed to charge a cancellation fee to the guest’s credit card only in case of late cancellation. This means that the cancellation has been made within the cancellation deadline

b) Cancellation in the hotel directly
If a customer informs you directly (by phone, fax or email) about the cancellation of his booking:

  • We highly recommend that you please advise him to cancel the booking the same way he initially made it (Travel Agency or Website…)
  • If the booking is not cancelled this way, the booking is also not cancelled in the GDS Connector and we have to invoice the transaction fee for it
  • You are allowed to charge a cancellation fee to the guest’s credit card only in case of late cancellation which means that the cancellation has to be made within the cancellation deadline
  • In the monthly reservation report we send to you always on the 1st of each month please amend this booking as “Cancellation” to ensure a correct billing of your bookings.

 

 

 

 

Next Lesson 3: Understanding who is paying for a booking

 

 

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