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What a no-show is

A no-show is a reservation where the guest doesn’t arrive on check-in day. A penalty is usually applied based on the rate’s cancellation policy. In Roomdoo, marking a no-show:
  • Frees the room for that night (it’s no longer occupied)
  • Keeps the reservation record as cancelled-by-no-show
  • Allows, if applicable, issuing the invoice for the penalty

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How to mark a no-show

1

Open the reservation

Find the reservation for the guest who didn’t arrive.
2

Three-dots menu

In the top-right corner of the detail, click the three dots icon.
3

Cancel / no-show

Pick the Cancel / no-show option and choose No-show.
4

Apply the penalty if applicable

The system offers to apply the penalty per the configured policy on the rate. Confirm or adjust the amount if your property allows exceptions.

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If the penalty needs invoicing

If the customer or the OTA requests an invoice for the no-show penalty:
  • If you have the customer’s data (tax ID, full name, address): issue the regular invoice from the Invoicing tab.
  • If you don’t have all the data (typical for OTA no-shows): issue a simplified invoice from the reservation itself. Roomdoo lets you generate one with minimal data so you can upload it to the agency extranet or hand it to the customer.
Simplified invoices are fiscally valid for small amounts in Spain (typically up to €400). For larger amounts, or if the customer asks for a nominative invoice, issue a definitive invoice with their full data.

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Common cases

Mark the no-show, apply the penalty per policy, and generate the simplified invoice. Keep the PDF and reference to upload to the OTA extranet if they ask. Some OTAs (Booking, Expedia) have their own dispute flow.
If the guest accepts the penalty before the gateway processes the automatic charge, take the payment from the no-show detail and generate the invoice.
When marking the no-show, adjust the penalty to 0 €. The reservation is recorded as no-show at no cost to the customer. Useful for VIPs or force majeure situations.
That’s not a no-show — it’s a date change. See Change the dates of a reservation.

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When to contact support

  • An OTA disputes the penalty and you need additional documentation or a formal dispute.
  • The simplified invoice isn’t enough and the customer insists on a definitive invoice without providing their data.
  • There’s an accounting mismatch after marking the no-show (overpayment, unapplied charge).
Don’t mark a no-show as a “normal cancellation”. The legal and operational difference matters: a normal cancellation frees availability for that night on the calendar in real time, but no-show reporting is different and some OTAs audit it.