Stayntouch PMS No Show Processing
NO SHOW REPORTING
To access no show reporting, navigate to Reports > New Report.
Use the search bar to find the Cancellation & No Show Report.
This report combines both cancellations and no shows. For the data on this report to reflect only no shows:
- Remove the cancellation date range and enter the arrival date range you are looking for.
- Note: If you wish to only see no shows reservations from a specific day and/or the night of audit, ensure the ARRIVAL DATE RANGEFROM and TO are the same date.
Importantly, from the options field, be sure to deselect INCLUDE CANCELLED and select INCLUDE NO SHOW only.
Once appropriate parameters have been chosen, select RUN REPORT. A green check mark will then appear, confirming the report was run successfully.
Select GO TO INBOX.
The Reports Inbox will show all reports that have been run by the user and can only be saved up to three days. The grey chevron to the left of the report name will show the options/parameters selected to run a specific report. The
orange chevron to the very right of the report will show the data.
The report displays a list of no show reservations for the selected date range, and clicking on a guest's name will open the reservation. In this property, the no show fee posts automatically.
This can be viewed via BILL & CHARGES, as the charge is already here. In this example, the no show charge was automatically posted during EOD. This can be configured via Settings > Hotel & Staff > Setting & Parameters.
NO SHOW PROCESSING | MANUALLY POST NO SHOW & COLLECT PAYMENT
- The orange ADD CHARGE button can be used if the no show posting is done manually in your property. Search for the correct charge code and post this charge on the guest bill.
- Once the correct charge code is found, enter the appropriate amount according to properties no show policy and post.
On the guest bill, click the green PAY button to settle the bill.
Using the payment method on file in this example, we can make a payment, and as long as the payment is successful, the no show will be charged successfully.
By selecting the blue INVOICE button, a user can email a copy of the invoice to the guest for their records.
By default, the invoice will be sent to the email address found on the guest profile card.
NO SHOW ADJUSTMENT | ADJUST OFF NO SHOW CHARGE & PROCESS REFUND
Best Practice for no show adjustments where the charge was no show charge was posted and payment has already been collected:
- First, separate the no show charge and payment—this is in effort to avoid any confusion regarding adjustment amounts and/or error when processing the refund.
- Move the payment to Bill #2—to the right of the payment amount, select dropdown menu where it shows "1" and select "2" to move the payment to second guest bill.
ADJUST OFF NO SHOW CHARGE
To make this adjustment, start by clicking the purple pencil icon.
Then select EDIT CHARGE.
Make an adjustment:
- In the NEW AMOUNT section, enter 0—this changes the no show charge amount that was previously posted.
- Select CHANGE AMOUNT—Stayntouch PMS will automatically calculate the no show amount, including taxes, and change the amount to 0.
After the adjustment has been made, the guest bill with the no show charge should now show a balance of zero.
To process a refund for a no show charge, first navigate to Bill #2. Different payment methods have different permissions associated with them relating to refunds, and the process varies slightly between credit card payments and all other kinds.
Next, navigate to the guest bill where the payment was separated and select the the green PAY button to begin this refund.
The amount will default to a refund as indicated by the blue REFUND button.Upon clicking the REFUND button, the guest's payment method will be successfully refunded. If your permissions do not allow you to refund using a negative amount with the PAY button, you will not have this option, and someone with more elevated permissions may need to perform this refund instead.
For credit card refunds, this can be initiated using the purple pencil button and selecting the REFUND option in the popup window. This feature is also permissions-driven for users.
It's also important to note that a reservation can be reinstated from the stay card. When selecting REINSTATE RESERVATION, a confirmation is required. The reinstated reservation will default to today's date with the correct departure date and will then be available for check in. This process is discussed in a separate article.
