When do I report a no-show?

If your guest doesn’t arrive by midnight on the check-in date, you can report the guest as a no-show. Before doing so, please check if the guest sent a “Late Check-in” request via YCS or if they made direct arrangements with your property. We recommend waiting 24 hours before reporting a no-show.

The steps for reporting a no-show vary based on the booking payment method. Detailed instructions for Agoda Collect and Property Collect payment methods are provided in the next section.

How do I report a no-show?

The steps to report a no-show differ depending upon the booking payment method. Agoda offers guests 2 payment options: Agoda Collect and Property Collect. Guests will select their preferred payment method during the booking process.

Agoda Collect

An Agoda Collect booking means that Agoda is responsible for collecting the payment from the guest (represented by the term “prepaid” on your confirmation voucher). Agoda will then pay the property according to the property’s selected payment method. Upon booking creation, Agoda will send you a booking confirmation. An Agoda Collect booking confirmation will have a PREPAID remark on it, as below:

You may also identify the booking payment method by navigating to YCS >> Bookings >> Reservations  and searching for the Booking ID.

For Agoda Collect bookings, you can notify us of a no-show via YCS:

1. Go to YCS and click on the Need Help button:
2. Click on Bookings/Reservations >> Report No-Show/Cancellation.
3. Refer to the recommended Partner Help article to ensure that reporting a no-show is necessary.
4. If you are sure you want to report a no-show, click on Contact Agoda.
   • Please have the Booking ID ready and provide this in the chat as the first step in reporting the no-show.
   • Then, follow the remaining prompts to complete the report.
5. However, if the Partner Help articles helped you to determine that reporting a no-show was not necessary, please click Yes, issue solved.

If you can’t log in to YCS or if the Need Help chat did not resolve your inquiry, contact us for further assistance.

Property Collect

A Property Collect booking means the property will collect payment from the guest upon arrival. Agoda will then deduct the booking compensation from the property, reflected on the YCS Finance page. On a Property Collect booking confirmation voucher, you will see a TO BE PAID BY GUEST remark, as below:

As with Agoda Collect bookings, you may also identify the booking payment method by navigating to YCS >> Bookings >> Reservations and searching for the Booking ID.

For Property Collect bookings, you have the option to report a no-show without contacting Agoda, as outlined below:

1. Log in to YCS >> Bookings >> Reservations.
2. Search for the booking by using the search field or find it in the booking list.
3. Upon selecting the booking, a Booking Details window will open.
4. Click the red button to mark as a no-show.
5. The system will then automatically compute the no-show charge for you.

Pay attention to the following while reporting a no-show:

• The Mark as a no-show button will only be made visible 24 hours after the customer’s check-in date.
• Once the Mark as a no-show button appears, you will only have 72 hours to report. Please refer to the Global Terms & Conditions, Section 4.
• If you fail to report a no-show within the designated timeframe, the button will be greyed out.

You can also notify us of a no-show via YCS:

• Go to YCS and click on the Need Help button:
• Click on Bookings/Reservations >> Report No-Show/Cancellation.
• Refer to the recommended Partner Help article to ensure that reporting a no-show is necessary.
• If you are sure you want to report a no-show, click on Contact Agoda.
  • Please have the Booking ID ready and provide this in the chat as the first step in reporting the no-show.
  • Then, follow the remaining prompts to complete the report.
• However, if the Partner Help articles helped you to determine that reporting a no-show was not necessary, please click Yes, issue solved.

If you can’t log in to YCS or if the Need Help chat did not resolve your inquiry, contact us for further assistance.

No-show fee

No-show fees are charged based on the cancellation policy applied to the booking that is being reported. Every cancellation policy also includes a no-show policy. The collected no-show fees will then be remitted to you according to the payment method your property has chosen. You may review the booking’s cancellation policy on the booking confirmation, or by navigating to YCS >>

Bookings >> Reservations.  On Booking Confirmation:

On YCS >> Bookings >> Reservations >> Click booking >> Payment & Pricing:
If you would like to change your cancellation policy, more details are provided in this article. 

Property Collect no-show fee

Agoda will attempt to charge the guest’s card that is stored in our system once a no-show is reported, given that the property has NOT viewed the guest’s credit card details.

• If Agoda can charge the guest the no-show fee, we will remit the amount to you via the YCS Finance page.
• If Agoda cannot charge the guest the no-show fee, we will auto-waive the compensation for the booking and provide visibility of the guest’s credit card details for the property to charge the no-show fee accordingly.

Agoda will inform you if the charge was made in the cancellation email. You may visit this article for more detailed information.

Contact us

Still looking for a solution?

Go to YCS>> click on the ‘Need Help‘ button in the bottom right corner of the page .

Learn more