The process depends on the booking type. This article explains the possible scenarios. You set the no-show and late cancellation fee, as well as the free cancellation period, in your rate settings.
Please note: All penalty conditions specified in your rates must comply with the legislation of the country where the service is provided. Guests may dispute a charge if they consider it unjustified.
Fully prepaid bookings
If a guest has prepaid in full on one of ETG platforms, the late cancellation or no-show fee is charged automatically in accordance with your rate conditions.
The fee amount will appear in your reconciliation and reporting documents, and you will receive the payout from ETG.
Pay on arrival bookings with a credit card guarantee
If you have received the guest’s credit card details, you can charge the fee yourself. It is not possible to charge the fee via ETG in this case.
To ensure the guest has provided valid card details, you can pre-authorize the penalty amount specified in the rate conditions. If the card details are invalid or there are insufficient funds, set the booking status to “Payment error.”
Pay on arrival bookings without a credit card guarantee
In this case, you can contact the guest directly to arrange payment of the fee in accordance with the rate conditions.
Charging a fee for non-guaranteed bookings can be challenging, so we recommend offering these terms only for dates when a no-show or late cancellation is unlikely to result in unsold rooms.