Skip to main content

Managing No-Shows

How to handle guests who don't arrive for their bookings

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Managing No-Shows

Despite your best efforts, some guests won't show up for their bookings. How you handle no-shows affects your revenue, reputation, and future guest relationships. Tourism Accelerator helps you manage these situations professionally.

What Counts as a No-Show

A booking is considered a no-show when:

  • The guest doesn't arrive at the scheduled time

  • The guest can't be contacted and doesn't appear

  • Reasonable waiting time has passed (typically 15-30 minutes)

  • No prior cancellation or reschedule request was received

Marking a Booking as No-Show

Step 1: Verify the No-Show

Before marking a booking:
​

  • Wait an appropriate amount of time

  • Attempt to contact the guest by phone

  • Check if they've contacted you through other channels

  • Confirm there's no mix-up with dates, times, or meeting points


​

Step 2: Record the No-Show

  • Navigate to Calendar or Bookings

  • Find the booking

  • Open the booking details

  • Click Mark as No-Show

  • Add any relevant notes about contact attempts

Step 3: Confirm the Status Change

  • Review the booking details

  • Confirm your no-show policy applies

  • Click Confirm

  • The booking status updates to "No-Show"

What Happens After Marking a No-Show

Depending on your settings:

  • The time slot may become available for future bookings

  • Payment is retained according to your no-show policy

  • The booking is recorded for reporting purposes

  • Guest may receive notification (if configured)

Communicating with No-Show Guests

Immediate Follow-Up

Send a brief, professional message:

  • Express concern (they may have had an emergency)

  • Confirm what happened from your perspective

  • Explain your no-show policy and any charges

  • Offer to reschedule if appropriate

Sample Message

"We missed you at [experience name] today. We hope everything is okay. As per our booking terms, no-shows are charged in full. If you'd like to rebook for another date, please contact us and we'll do our best to accommodate you."

When to Be Flexible

Consider offering goodwill for:

  • First-time offenders

  • Verifiable emergencies

  • Loyal returning guests

  • High-value customers

No-Show Policies

Setting Clear Expectations

Your no-show policy should be:
​

  • Stated clearly at time of booking

  • Included in confirmation emails

  • Consistently applied

  • Reasonable for your business type


​

Common Policy Approaches

Full Charge

  • Guest forfeits entire payment

  • Suitable for in-demand experiences

  • Compensates for lost revenue

Partial Charge

  • Guest forfeits deposit or percentage

  • More lenient approach

  • May retain more goodwill

Offer Credit

  • Convert payment to future credit

  • Encourages rebooking

  • Maintains relationship

Case-by-Case

  • Review circumstances individually

  • More administrative work

  • Maximum flexibility

Reducing No-Shows

Prevention is better than managing no-shows after they happen:

Send Reminders

  • 24-48 hours before the experience

  • Include key details and meeting point

  • Ask guests to confirm or reschedule if needed

Collect Payment Upfront

  • Full payment at booking reduces no-shows significantly

  • Deposits create commitment

  • Make refund policy clear

Make Contact Easy

  • Provide clear contact information

  • Encourage guests to reach out if plans change

  • Respond quickly to enquiries

Confirm Bookings

  • Phone confirmation for high-value bookings

  • Reconfirmation requests via email

  • Check-in messages on the day

Clear Meeting Instructions

  • Provide precise location details

  • Include maps or photos

  • Give a contact number for the day

Tracking No-Show Patterns

Monitor your no-shows to identify:

Timing Patterns

  • Are certain days worse than others?

  • Do early morning or late afternoon experiences have more no-shows?

  • Seasonal differences?

Guest Patterns

  • Are repeat offenders an issue?

  • Do certain booking channels have higher no-show rates?

  • Are group bookings more or less reliable?

Operational Factors

  • Is your meeting point clear enough?

  • Are confirmation reminders working?

  • Is your payment policy encouraging commitment?

No-Shows in Your Reports

Your no-show data appears in:
​

  • Booking status reports

  • Revenue impact analysis

  • Conversion and completion rates


Use this data to refine your policies and procedures.

Handling Disputes

If a guest disputes a no-show charge:

  • Review the booking and contact records

  • Check all communications sent

  • Listen to the guest's explanation

  • Apply your policy fairly

  • Document the resolution

  • Consider the long-term relationship

Common No-Show Scenarios

"I went to the wrong location"

Review your meeting point instructions. Consider offering partial credit if instructions were unclear.

"I tried to cancel but couldn't reach you"

Check all communication channels. If they made reasonable effort, consider flexibility.

"I had an emergency"

Ask for context (you don't need proof). Consider goodwill gesture for genuine emergencies.

"I forgot about the booking"

Gently remind them about confirmation emails. Apply standard policy but offer future rebooking.

Managing no-shows professionally protects your business while maintaining the positive relationships that drive tourism success.

Did this answer your question?