When do I report a no-show? 

If the guest doesn’t arrive by midnight on the check-in date, you may report a no-show.

Please make sure that the guest did not send in a “Late Check-in” request via YCS messaging or that direct arrangement was not made with your property before reporting a no-show. As such, we recommend you wait 24 hours before reporting.

The steps required to report a no-show depend on the booking payment method. Instructions for Agoda Collect and Property Collect payment methods are provided in the following 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 confirmation voucher. An Agoda Collect booking confirmation voucher 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 phone call or email. Be sure to include the Booking ID when reporting a no-show.

  • Call by using the Hotel hotline listed on your hotel confirmation voucher. Select Booking Related >> Other Inquiries on the IVR. 
  • Contact us directly 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
  2. Go to Bookings >> Reservations
  3. Search for the booking by using the search field 
  4. Upon selecting the booking, a Booking Details window will open 
  5. Click the red button to mark as a no-show 
  6. A pop-up window will appear to confirm the report of a no-show. Click Yes, confirm as a no show to confirm
  7. 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, Section4. 
  • If you fail to report a no-show within the designated timeframe, the button will be greyed out. You may contact us for further assistance. 

 

No-show fee

No-show fees will be collected based on the cancellation policy applied to the booking that is being reported. Every cancellation policy also includes a no-show policy. The no-show fees will then be remitted to you based on your property’s selected payment method. 

You may review the booking’s cancellation policy on the hotel confirmation voucher, or by navigating to YCS >> Bookings >> Reservations. 

On Hotel Confirmation Voucher:

On YCS >> Bookings >> Reservations: 

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? Contact us via the YCS Need Help Button or other methods.  

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