Whenever a reservation was cancelled or run no-show, there is a need for action and verify that no open balance or an open service is posted on the folio. The goal is to always have all reservations set to a 0,00€ (zero) balance. Here you find some helpful points how to handle different situations:
Cancellation of a reservation:
- Once you received the cancellation, open the reservation, click Actions > Cancel reservation.
- Verify if the guest has to pay a late cancellation fee or not.
- All regular services on the folio will disappear, therefore you have to post the cancellation fee manually.
- Open the folio to check if any open payment or service has to be balanced or refunded, as the balance of the folio should always be 0,00€ (zero).
- In case a payment has been posted already, e.g. for a pre-paid booking, click the button +Add charge and use the field cancellation fee to insert the needed amount to balance the payment or if applicable refund it over the three dots on the right side of the payment.
- In case a service has been posted already, post a payment by +add payment or if applicable refund the service over the three dots on the right side of the amount.
- If a reservation for the same day was cancelled after the night audit, ensure that the posted services through the night audit will be refunded and a cancellation fee is posted instead.
- Overall you have the possibility to turn on the automated payment charging of cancelled reservations. Therefore go to Settings - Payment and scroll down to the point Post and collect cancellation fee, when a reservation is cancelled to turn it on.
No-Show Reservation:
- Once a guest run no-show and you turned on the function Set reservation's status to no-show to handle guests that do not show up until the end of the business day, it is automatically set to no-show after the night audit.
- If you do not use the function, open the reservation, click on Actions and change the status to no-show manually. This option is available the day after arrival.
- Verify if the guest has to pay a no-show fee or not. No-show settings can be adjusted in Rates > Policies > No-Show. This setting can be integrated into Rate-Plans in the Accounting & Policies section of a rate plan.
- All regular services on the folio will disappear, therefore you have to post manually.
- Open the folio to check if any open payment or service has to be balanced or refunded, the balance of the folio should always be 0,00€ (zero).
- In case a payment has been posted already, e.g. for a pre-paid booking, click the button +Add charge and use the field no show fee to insert the needed no show fee amount or if applicable refund it over the three dots on the right side of the payment.
- If a reservation was set no show manually after the night audit, ensure that the posted services through the night audit will be refunded and a no show fee is posted instead.
- Overall you have as well the chance to turn on the automated payment charging of no-show reservations. Therefore go to Settings - Payment and scroll down to the point Post and collect no-show fee, when a reservation is set to no-show to turn it on.
-> If you have not activated the no-show automation, you can have the situation where an arrival from yesterday is not checked in. In this case, you can perform the check-in until the check-out time and post the logis-charges from the previous night.