How to process a No Show room

Modified on Wed, 24 Sep at 5:10 PM

By the end of this training article you will know;

How to find all No Shows
How to reinstate a No Show
How to charge a No Show

This guide can be used to process charges when an arriving bedroom has been set to No Show.

Locating your No Shows

To find any no-shows for any date go to Reports > Front Desk > No Shows Guest and select the from and to date you are looking for. Note that this is the date the booking was turned into the No Show status. Run the running person.

To pick up a no show booking double click on the ID and the room booking will open.

To Reinstate the booking on Todays Date:

1. double click on the Status

2. a box with the below message will open offering you to Restore the booking on todays date

3. select Yes if you wish to do so

Now navigate to the Deposit tab and use Remove to charge or refund the deposit.

Remove a Deposit

In the event of a guest not being able to stay on the dates agreed or cancels the booking after the agreed cancellation period the deposit might be either moved to a different booking or charged and not refunded.

To refund a deposit and charge an percentage of cancellation charges the Cancellation button should pressed to open the following window:

In the upper section 'Amount to be Refunded' enter the value of the refund and then press one of the following buttons:

Via HART will allow for the refund to be processed via token
Manual should be used where the refund is taking place via e.g. PDQ or BACS

The lower section 'Amount to be charged to cancellation' will then be updated reflect the remaining balance that will generated as cancellation charges. Select the relevant cancellation relevant stream from the drop down and press OK. A final message of confirmation of the cancellation charges will need to be accepted to proceed.

Once complete cancellation charges will display within the Billing tab of Room, Function, Group and Spa Day reservations. For Restaurant, Golf, Spa Treatment and Class reservations a late charge will be automatically generated.

Refunding a deposit

To refund a deposit in whole with no cancellation charges:

Where the deposit is refunded manually via a PDQ then the deposit should be added to the booking as above with a negative amount
Where the deposit is being refunded via token the Credit Card button should be pressed and the token processed followed :

Enter the amount of be refunded as a positive value:

Confirm the value is correct, press the '?' button to select the required token and press Refund

HART Tip: A previously removed deposit will show with a red cross at the front and a negative entry against it

Other functions

Activate: In some cases, a booking is checked in but the deposit is still inside the deposit ledger, please use the activate button to manually push this through to the billing screen.
Credit Card: The credit card button is used to add a deposit through the VeriFone or FiServ gateway with the CNP (customer not present)
Receipt: The receipt button will print a receipt for the payment received
Transfer: The transfer functions allow the user to transfer the deposit to another room booking, function booking, facility booking, group booking, non-resident booking or a profile. Tick the desired destination and key in the id into the id tab at the bottom of the window and ok the transaction. Exit abandons the transaction.

The Transfer function is required if a booking cancels or moves the stay date.

Convert: Convert converts the deposit into a voucher. Select a usage, add postage and apply.

Deposits can only be added to definite bookings. Once the booking is checked in the deposit will drop into the folio containing the same guest profile as the deposit is attached to.