No-Show
A no-show occurs when a guest who has a confirmed reservation does not arrive at the vacation rental property and does not communicate their absence. No-shows can disrupt operations, result in lost revenue if the property cannot be rebooked, and complicate cleaning schedules. Most vacation rental cancellation policies and OTA terms address no-shows by allowing the host to retain payment. Having clear no-show policies and automated check-in reminders helps minimize the occurrence and impact of no-shows.
Frequently Asked Questions
What should I do when a guest is a no-show?
Attempt to contact the guest first. If they don't respond, follow your cancellation policy (most allow retaining payment for no-shows). Document the no-show and, if possible, relist the dates to recover revenue.
How common are no-shows in vacation rentals?
No-shows in vacation rentals are relatively uncommon, typically occurring in 1-3% of bookings. They are more frequent with same-day bookings, last-minute reservations, and bookings from certain channels. Unlike hotels where no-shows are more common due to flexible cancellation policies, vacation rental guests typically prepay in full before arrival, which significantly reduces no-show rates. Automated pre-arrival messages and check-in reminders further reduce occurrences.
Can I charge guests for a no-show?
Yes, in most cases you can retain the full booking payment when a guest no-shows. Most OTA policies and standard vacation rental cancellation terms treat a no-show the same as a last-minute cancellation, allowing the host to keep the payment. For direct bookings, your cancellation policy should explicitly address no-shows. Document the no-show by noting the lack of arrival and any communication attempts, in case the guest disputes the charge later.
How can I prevent guest no-shows?
Reduce no-shows by sending automated pre-arrival messages 3 days, 1 day, and the morning of check-in with travel details and check-in instructions. Require full prepayment at booking rather than payment at arrival. Use a PMS like Hostaway to automate these communications and flag bookings where guests have not confirmed their arrival plans. If a guest is unreachable close to check-in, proactively reach out by phone to confirm their travel status and anticipated arrival time.
← Back to Glossary
