How to Avoid No-Shows

This guide covers how to charge no-shows, what a dispute is, and best practices for protecting your revenue.

Using the No-Show Feature

The No-Show Feature lets you charge guests who don’t show up — if you’ve collected valid credit card details in advance.

Requirements for Charging No-Shows:

A booking must meet ALL of the following:

• Made online or manually with a valid credit card
• Manually marked as No-Show from the DASHBOARD
• A No-Show fee rule (Layer 2) must be set in your system
• Once card details are submitted, status changes from Hold → Confirmed

Charging No-Shows

1. Go to NO SHOWS in the left-hand sidebar menu in Partner
2. Find the guest’s reservation
3. Click CHARGE

The charge will automatically be processed by Adyen

You can track the payment:

• Copy the Booking ID from the Guestbook
• Paste it into Adyen’s Payments search

What to Include in Your Booking Policy

To legally charge a guest for a no-show:

• Your booking policy must mention the no-show fee
• The amount charged must be clearly stated
• The guest must accept this during the booking process

What Is a Dispute?

A dispute happens when a guest rejects a charge (e.g., claims it’s fraudulent) and contacts their bank.

• A formal process begins between the guest and the restaurant
• Adyen facilitates the dispute
• The restaurant is responsible for providing evidence

Be ready to submit:

• Booking confirmation
• Cancellation/no-show policy
• Any communication or evidence of agreement to terms

Best Practices to Avoid No-Show Issues

1. Always require a credit card for bookings (especially peak hours)
2. Clearly state your no-show policy in the booking flow
3. Charge quickly — within 24–72 hours
4. Document everything — date, time, email confirmations, guest notes
5. Use the Hold status for manual bookings to ensure credit card capture
6. Regularly review refusals and payment errors

Updated on: 17/07/2025