Reactivate and Check In No-Show Reservation (Cloud)
This option is only available in VM Cloud with the No-Show feature enabled.
Sometimes a guest reservation is flagged as a no-show during night audit, but later the guest arrives (or plans change). In those cases, you’ll want to reactivate the reservation and complete the check-in after the audit has run. In the steps below, you’ll learn how to locate the no-showed reservation, undo the automatic no-show charges, and finish the check-in process. (Screenshots show where to reactivate, void charges, and post room & tax.)
Path: Front Office > Reservations > Search
Instructions
1. To begin, locate the no-show reservation:
- Open the search interface, and in Search Option, choose Reservation Status.
- Set the search date (or backdate) to the previous day (the date of the audit).
- In the Search Field dropdown, choose No-Show (NS) to filter for reservations marked no-show.
2. From the reservation’s Toolbox menu, click Reactivate to reverse its no-show status.
3. If the reservation does not already have a room number, assign one (select an available room).
If the original room type is no longer available, the reservation cannot be reassigned because it remains in a cancelled (no-show) status. In this case, you must create a new backdated reservation for the guest. After creating the new reservation, void any no-show charges from the original folio and repost the previous night’s room and tax to the new reservation.
4. Proceed to complete the check-in using the standard check-in workflow (enter arrival time, guest info, etc.).
5. Open the guest’s folio and review the no-show charges that were posted during the night audit.
The charges you see on the folio will depend on how the No-Show feature is set up:
- Some properties post charges for the first night only.
- Others post charges for every night if the reservation covered multiple nights.
- Some use a fixed no-show fee.
The next steps may also vary depending on your property’s local process. In some cases, you may leave the no-show charge as posted (for example, if it matches the actual first-night charge) rather than voiding it.
6. If required, void the no-show charge(s) in the folio.
7. From the Toolbox, select Post Room & Tax to post the correct room revenue and tax for the stay.
8. Verify the folio to ensure the correct charges are posted and that any no-show charges were handled according to your property’s process.
Still Need Help With This Topic?
Ask Yourself:
- Is the No-Show feature enabled in your PMS configuration?
- Was this reservation processed automatically as a no-show by night audit (versus manually flagged)?
- Has the reservation been modified or moved to another date after the audit?
- Are any of the posted no-show charges non-voidable (e.g., non-refundable deposit)?
- After reactivation, does the room I want to assign remain available?
Support May Ask You:
- What is the reservation number (confirmation code)?
- On which date did the night audit mark it as a no-show?
- Did you see the Reactivate button in the Toolbox?
- What user role/permissions do you have (can you void folio charges)?
- Do you have screenshots of the folio showing the no-show charges?
- Did the property change room inventories or overrides after the audit?