How to manage & report no shows
Managing bookings and ensuring efficient operations is crucial for property owners utilizing Hostelworld. However, dealing with no-show customers can pose challenges. A no-show occurs when a guest fails to arrive for their reservation without prior notice. In this article, we will provide a comprehensive guide to help property owners effectively mark customers as no-shows while using Hostelworld. By implementing these steps, property owners can maintain accurate records and improve reservation management.
1. Clear Communication Channels:Establish clear communication channels with guests to minimize the occurrence of no-shows. Ensure that your property's policies regarding cancellations and payment issues are transparently communicated to guests during the booking process. This will help set appropriate expectations and reduce misunderstandings.
2. Reporting a No-Show:
Properties can report a no-show for bookings that were not cancelled and are not within the free cancellation period.
It's important to notice that PAYNOW bookings will not have this functionality available as they have already been paid in advance.
To report a no-show on Hostelworld, follow these steps:
By following this process, an email will be sent to the customer to inform them that their booking has been cancelled due to a no-show
3. Reporting Payment Issues:
Properties can report payment issues when a guest's payment fails to process successfully. This typically occurs when there are problems with the provided credit card details. To report a payment issue on Hostelworld, follow these steps:
a. Access the Booking Details page for the specific reservation.
Upon reporting a payment issue, an email will be sent to the customer, requesting them to contact the property to resolve the payment problem within the next 24 hours.
4. Cancellation of Bookings:
Properties can cancel bookings under certain circumstances. Hostelworld provides options for cancellation based on specific scenarios.
Important - If you need to cancel a booking due to Payment Issues, the first step is to "Report Credit Card Issue" to the customer. This email will give them 24 hours to contact you to sort any outstanding payment, always following the conditions the customer agreed on while booking.
To cancel a booking on Hostelworld, follow these steps:
c. Select the appropriate cancellation reason from the drop-down menu, such as "Payment Issue", "The guest is requesting a cancellation," or "Issues during the stay."
d. Click on "Yes, cancel booking" to finalize the cancellation.
e. This is the email sent to the customer if the reason for cancellation selected is due to a "Payment Issue":
f. This is the email sent to the customer when the reason for cancellation is one of the following, "The guest is requesting a cancellation," or "Issues during the stay."
5. Handling Previously Cancelled Bookings:
If a booking has already been cancelled, the "Cancellation Booking" and "Mark as no show" buttons will be disabled. In such cases, properties cannot cancel the booking again.
6. Free Cancellation Bookings:
Properties can cancel a Free Cancellation booking only after the free cancellation period has expired. It is essential to review the booking details and the specific cancellation policy associated with the reservation to determine if it falls within the free cancellation period.
Conclusion:
Effectively managing no-show customers is essential for property owners utilizing Hostelworld. By following the steps outlined in this guide, properties can mark customers as no-shows, report payment issues, and cancel bookings appropriately. Clear communication, adherence to policies, and utilizing the features provided by Hostelworld will enable property owners to streamline operations and provide a better experience for both guests and staff.