Cancellations and no-shows

The most expensive bookings are the ones that aren't used. A room that is booked while nobody turns up can't be sold to anyone else. In Doory you set per building until when free cancellation is allowed, Doory marks no-shows automatically, and you decide whether they are recharged.

Why this is a sensitive subject

Every operator knows the tenant who blocks four rooms on Monday morning just in case. Saying something about it is awkward, and imposing a fine without a clear policy is even more awkward. So nothing happens, and rooms stay empty while others can't book them.

Three settings that solve it

The free cancellation window. You decide how long before the start time cancelling is free of charge, for example up to 24 hours before. If a member cancels within that window, the credits come back and the room becomes available. After that, they don't.

Automatic no-show marking. If nobody turns up, Doory marks the booking as a no-show. That is based on building access and check-in, not on someone's judgement afterwards.

Recharge or not. You set whether no-shows cost credits or are simply recorded. If you're just starting, recording alone is enough: after a month you have figures and can have the conversation with a list instead of a gut feeling.

Why automatic marking makes the difference

Because the policy is then not personal. The rule applies to everyone, is in the terms and is applied by the system. You don't have to catch anyone out. A tenant who complains looks at their own history and sees the bookings they didn't use.

At portfolio level it also gives you figures you can act on. If you see that 20% of the bookings in a building are no-shows, you don't need an extra room, you need a stricter policy.

What you weigh up yourself

How strict you want to be. In a building with rooms to spare, an empty room costs you little and a fine only works against you. In a busy building with waiting lists, recharging is the only way to change behaviour. The policy is set per building, so you don't have to choose one rule for all your buildings.