Have you ever wondered what happens if a customer books accommodation through an OTA but doesn't check in? How do hotels handle this situation? From a guest's perspective, not showing up for a reservation might not seem like a big deal. However, for hotels, it involves a process and certain procedures. This article will explain.
When hotels are confident that a guest won't arrive, they must immediately notify the OTA that the guest is a no-show. The method of notification depends on how the accommodation fee is collected. There are two payment methods: OTA Collect and Property Collect. Guests can choose their preferred payment method during the booking process.
OTA Collect:
After a guest completes the accommodation booking, the OTA sends a booking confirmation to the hotel. The confirmation indicates "PREPAID" if the OTA is responsible for collecting the payment. Once the guest pays the accommodation fee, the money remains with the OTA until the guest checks in. The hotel only receives the payment when the guest checks in.
Property Collect:
In this method, the hotel directly collects the accommodation fee from the guest upon check-in. The OTA later deducts the commission from the payment received. The booking confirmation received by the hotel from the OTA states "TO BE PAID BY GUEST."
If a guest doesn't show up, there may be fees associated with the cancellation policy. The cancellation policy typically includes terms regarding no-shows. The hotel receives the no-show fee through the selected payment method.
Once the hotel notifies the OTA, the system automatically calculates the no-show
fee for the property. Here's how the process unfolds:
● The "No-Show" notification button appears 24 hours after the check-in date.
● The property has 72 hours to click the notification button.
● If the property fails to click the button within the specified time, it turns grey and becomes inactive.
● If the no-show fee can be collected from the guest, the OTA sends the amount to the property through the payment system.
● If the no-show fee cannot be collected from the guest, the OTA exempts the commission for that booking and provides the guest's credit card information to the hotel for payment collection.
ion to the hotel for payment collection.
Credit : https://partnerhub.agoda.com/what-can-i-do-if-the-guest-did-not-show-up-no-show-thai/
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