This article shows you how to reduce revenue loss from cancellations and no-shows by setting clear booking policies, using deposits and fees, sending reminders, and tracking Customer behavior to manage capacity more effectively.
Learn how to handle Customer no-shows and cancellations so that you can protect revenue, manage capacity effectively, and set clear expectations for Customers.
Accessing the features mentioned in this article
Where can I find this feature using the top menu?
- See the sections below for where to find these features.
What more do I need to use this feature?
- Visit the article links included below for the Staff account permissions required to use these features.
Which Checkfront version supports this feature - classic items, classic products, or both?
- This feature is available in both our classic version using classic items (Inventory > Items) and our classic version using classic products (Inventory > Products). → Learn more about products
Handling no-shows and cancellations
Are you having trouble with Customers cancelling their bookings or being no-shows on the day of your offering? Choose from the following list of suggestions on how to resolve the problem:
- Set up a booking policy
- Add a cancellation/no-show fee
- Send notification email reminders
- Require a booking deposit payment
- Track cancellation/no-show Customer patterns
Set up a booking policy
Help communicate clear terms for no-shows and cancellations, including any attached penalties (e.g., fees), by setting up a booking policy for Customers to review when making a booking. We recommend implementing a required booking policy that requires Customers to agree before completing their booking.
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What is a booking policy? A booking policy outlines the rules and conditions that Customers must agree to before confirming a reservation, such as payment terms, cancellation deadlines, and liability disclaimers. |
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Learn more about adding a booking policy For a detailed look at adding a booking policy, check out the following article: |
Add a cancellation/no-show fee
Adding a fee for cancelled or no-show bookings is an option you can consider. This fee can be manually added to a Customer's booking by Staff when editing it. Staff can then charge the Customer's credit card, if on file, or ask the Customer to pay the new remaining balance.
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Learn more about booking fees For a detailed look at setting up a booking fee, check out the following article: |
Send notification email reminders
Sending booking reminder emails to Customers can help to reduce cancellations or no-shows. You can create reminders that send out at pre-determined intervals based on the booking's start date, for example. The system sends the reminder email to the Customer when a scheduled email matches a relevant booking.
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What is an email notification? An email notification is an email message sent to your Customers to confirm booking actions and may include a booking confirmation, notice of changes made to the booking, or a payment request. |
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Learn more about notification emails For a detailed look at setting up email notifications, check out the following article series: |
Require a booking deposit payment
Requiring a deposit payment at the time of booking may help to reduce cancellations or no-shows. You can specify a percentage or a fixed deposit amount and apply it to all inventory or only to selected inventory.
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Learn more about requiring a booking deposit For a detailed look at setting up a booking deposit, check out the following article: |
Track cancellation/no-show Customer patterns
Tracking Customer cancellations or no-show patterns may help determine which areas need adjustment, either to prevent cancellations and no-shows or to address Customers who repeatedly cancel or no-show.
You can manually track cancellations or no-shows outside of Checkfront, or you can use a custom field in the Customers Directory entries so Staff can enter relevant notes.
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Learn more about creating booking form fields For a detailed look at creating booking form fields, check out the following article series: |