A no‑show is a situation where a guest does not arrive at the property for a confirmed booking and does not use the accommodation service. In the Emerging Travel Group Extranet, there is a special “No‑show” status for such cases. Setting this status allows you to correctly record the guest’s absence, avoid commission charges (if rules and deadlines are met), and apply penalties according to the rate conditions and payment policy.
Steps to Change the Status
Open the “Bookings” section.
Find the reservation for which the guest did not arrive.
If needed, use the search bar or filters.
Click the three dots next to the booking to open the drop‑down menu.
Select “No‑show” in the context menu.
Refresh the page and make sure the booking status has been updated.
If you are unable to set the “No‑show” status yourself, follow the additional instructions below.
When You Can Mark a No‑Show
Within two business days after the scheduled arrival date.
Within the first five business days of the month following the reporting period (reconciliation period).
Example:
A guest booked a stay from 10 to 14 August 2022.
The “No‑show” status can be set on 11–12 August or 1–7 September 2022.
It cannot be changed on other dates.
Verification and Consequences
All bookings marked as “No‑show” undergo verification.
If the status is confirmed — the booking is not included in the commission invoice.
If the status is not confirmed — the booking is restored by Emerging Travel Group staff, and a double commission is applied.
Payment Terms and Penalties
Payment through Emerging Travel Group websites — the penalty is withheld by the company according to the rate policy and transferred to you in the reporting period.
Pay at the property (with card details) — open the PDF file from the booking notification, find the card details, and charge the penalty.
It is recommended to pre‑authorize guest cards before arrival.
Pay at the property (without card details) — a penalty is possible only if the rate requires prepayment.
If no prepayment was received and card details were not requested, the penalty cannot be charged.
Important Restrictions
Check the rate conditions:
If the rate is non‑refundable — the commission remains, and the “No‑show” status cannot be set.
If the Payment Error function was used but the booking was not cancelled — the system will not allow you to set a “No‑show”.
In case of overbooking — the commission remains, and the “No‑show” status cannot be set.
If You Cannot Set the Status
Send a request to [email protected].
Include the following information:
Property ID
Booking number for which the “No‑show” should be applied
I Received an Invoice Containing a Booking Marked as No‑Show. What Should I Do?
According to the Rules and Procedures of Emerging Travel Group, the “No‑show” status can be set only:
within two business days after the scheduled arrival date;
within the first five business days of the month following the reporting period.
If these deadlines were not met, the commission remains and is included in the invoice. Issued invoices are not adjusted.
In case of overbooking, the commission also remains. Even if a “No‑show” was set, the booking is restored and a double commission is applied.
If the “No‑show” status was set in the Emerging Travel Group Extranet within the allowed timeframe and there was no overbooking for this reservation — send a request to [email protected].
In your email, include:
Property ID
Reporting month
Booking number for which the “No‑show” was marked