How do I handle guest cancellations and no-shows?

Handling guest cancellations and no-shows in the Property Management System (PMS) can be simple.

Here’s a step-by-step guide.

Steps to Handle Guest Cancellations:

1. Log In to the PMS:

• Open your PMS.
• Enter your credentials.

2. Find the Reservation:

• Go to the booking section.
• Search for the guest’s reservation using their name or ID.

3. Open the Reservation:

• Click on the reservation to see the details.

4. Cancel the Reservation:

• Look for a button or option that says “Cancel Reservation.”
• Click on it and confirm the cancellation.

5. Update the Room Availability:

• Ensure the room is marked as available for new bookings.

6. Notify the Guest:

• Send a confirmation email to the guest confirming the cancellation.

Steps to Handle No-Shows:

1. Log In to the PMS:

• Open your PMS.
• Enter your username and password.

2. Check for No-Shows:

• Go to the booking section and look for guests who were supposed to check in but didn’t arrive.

3. Mark as No-Show:

• The system automatically marks the guest as a no-show & updates the room availability for new bookings.

4. Charge No-Show Fees (If Applicable):

• If your policy includes a no-show fee, process the fee according to the guest’s payment details.

5. Notify the Guest:

• Email the guest about the no-show status and any applicable fees.