Ability to Configure No-Show Policies

Stay is enhanced to allow users to configure No-Show Policies at the property to charge no-show fees to reservations that are marked as No-Show on date roll.

Feature Setting

The following new feature setting must be enabled to allow users to configure No-Show Policies:

  • Name: No Show Policy to charge No show fee during date roll

  • Value: Must be enabled

  • Comments: License is not required

When the feature setting is enabled, users must mandatorily choose a no-show policy when creating/modifying and cloning rate plans, packages, and groups created for guest/company/travel agent profiles.

Users can configure a new no-show policy by clicking Add on the No Show Policies section of the Policies and Codes screen (All Settings ➜ Reservations ➜ Policies & Codes). When clicked, the New No Show Policy screen appears that displays the following fields:

Field

Description

Active Checkbox

  • This checkbox is selected by default.

  • When disabled, the created policy is made inactive.

Code

Allows users to enter the code for the policy.

Post Charge As

This is a drop-down list that allows users to select the transaction item using which the no-show fees must be posted to the reservation’s folio.

Description

Allows users to enter a description for the policy.

Charge Type

This is a drop-down list that allows users to choose from the following options:

  • Percentage of Stay: When selected, users can configure the percentage of the entire stay due to be charged as the no-show fee. This amount is calculated from the nightly room rate configured in the base rate plan and packages.

  • Flat Fee: When selected, users can configure the no-show fee to be charged in the Charge field.

  • Day/Nights: When selected, users can configure the number of days/nights to be charged as the no-show fee.

  • Match to Deposit Policy: When selected, users can charge the deposit amount excluding tax, that is applicable for the reservation, as per the deposit policy as the no-show fee.

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When the No Show Policy to charge No show fee during date roll feature setting is enabled, by default, a no-show policy, NSP, is created by the system and displayed in the No Show Policies section of the Policies and Codes screen. When users click this policy, the Edit No Show Policy pop-up screen appears that displays the following values configured for the policy:

Field

Description

Code

NSP

Post Charge As

Cancellation Fee

Description

Default No Show Policy

Charge Type

Day/Nights - 1

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Users can set a default no-show policy for the property using the Set Default No Show Policy hyperlink in the No Show Policies section. When clicked, the Default No Show Policy pop-screen appears that allows users to select a policy from the No Show Policy drop-down list. By default, the policy created by the system, NSP, is set as the default policy.

The default policy selected by the users is applied to all existing rate plans/packages and groups that do not have a no-show policy mapped.

Displaying the No-Show Policy Associated with Rate Plans

When users create reservations, the no-show policy associated with the rate plan is displayed in the following areas:

  • Book Reservation screen

  • Book a Reservation screen

  • Estimated Charges section of the reservation

  • Copy Group screen

  • Bulk Edit Rate Plan screen

  • Stay Property Setup Tool

Book Reservation Screen

The no-show policy associated with the rate plan is displayed in the Estimated Charges section of the Book Reservation screen.

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Book a Reservation Screen

When users select a rate plan in the Book a Reservation screen to create reservations, the no-show policy associated with the selected rate plan is displayed in the Policies pop-up screen that appears when users click the Show More option displayed next to the Deposit field.

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Reservations ➜ Estimated Charges

The no-show policy associated with the rate plan is displayed in the Estimated Charges section of the created reservations. When the associated policy is made inactive, the following message is displayed: This No Show Policy Is No Longer Active. Select Another Policy.

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Copy Group Screen

When users copy a group, the no-show policy associated with the group is selected to be copied in the Copy Group screen (Group ➜ Copy Group).

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Bulk Edit Rate Plan Screen

When users modify multiple rate plans using the Bulk Edit option (Rate Plans ➜ More ➜ Bulk Edit), users can select the no-show policy for the rate plans from the No Show Policy drop-down list in the Policies section of the Bulk Edit Rate Plan screen.

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Stay Property Setup Tool

Users can import no-show polices to a property using the Stay property Setup Tool. A new column, noShowPolicy, has been added to the CancellationPolicy tab. When users set the value of a policy as True for this column, the policy is created as a no-show policy. When the column is left blank, the policy is created as a cancellation policy.

Charging a No-Show Fee When Reservations are Cancelled

When users cancel a reservation from the Reservation screen using the Cancel Reservation option or using the Mark as no-show/cancel option on the Night Audit screen, the Mark as No Show checkbox is hidden in the Cancel Reservation screen. The details of the no-show policy associated with the rate plan/package/group are displayed.

Users can modify the no-show fee for the policy by enabling the Change no show fee checkbox. When enabled, Users can either modify the flat fee amount or the percentage. When users modify the no-show amount, the reason for the override must be entered in the No Show Policy Override Reason field.

When users click the Confirm Cancellation option, the no-show fee is posted to the reservation and the status of the reservation is changed to NOS.

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  • When the reservation has an additional non-refundable payment/deposit that is greater than the amount due, the no-show fee is adjusted to match the non-refundable payment/deposit amount. Only users with the Stay_OverrideNonRefundable permission will be able to override and apply the normal no-show fee even if the non-refundable payment is greater than the total amount due.

  • When the reservation has an additional non-refundable payment/deposit that is lesser than the amount due, the configured no-show fee will apply.

The refundable payment/deposit amount can be refunded to the guests using the Initiate Refund option on the Cancel Reservation screen.

A record is created in the Audit Log screen for the entity type, No Show Policy, for the following:

  • When a new no show policy is configured for the property.

  • When a no show policy is modified, the created record displays the number of modifications made, the timestamp, and the username of the user who performed the modifications.

  • When a no show policy is deactivated for the property, the created record displays the details of the deactivated policy along with the timestamp and the username of the user who deactivated the policy.

  • When a reservation is marked as No Show/Cancelled during manual or auto date roll.

When users try to deactivate a no show policy that is mapped to an existing rate plan/package/group/calendar, the following message is displayed: The Selected No Show Policy Cannot be Made Inactive as It is Associated With a Rate Plan/ Package/ Group/ Calendar.

When users to deactivate or modify the transaction item that is associated with one or more no-show policies configured at the property, the following message is displayed: Transaction Item Is Associated with One Or More No Show Policies And Cannot Be Disabled.

To support this enhancement, the following changes have been made:

  • A new section, No Show Policies, has been added to the Policies and Codes screen (All Settings ➜Reservations ➜Policies & Codes) that allows users to configure no-show policies the property.

  • A new field, No Show Policy, has been added to rate plan, packages, and groups that allows users to select a no-show policy to be mapped.

  • The following fields have been added to the Cancel Reservation screen that displays details about the no-show policy associated with the reservation:

    • No Show Policy

    • Change No Show Fee

    • No Show Policy Overridden Reason

    • No Show Fee

    • No Show Tax

  • A new entity type, No Show Policy, has been added to the Audit Log screen that allows users to retrieve records created for the creation, modification, and deletion of no show policies.

  • Records are created in the Reservation History section of the reservation and in the Audit Log screen when reservations are marked as Cancelled or No-Show during manual and auto-date roll.