The client didn't show up for their session. It's frustrating - the room sits empty and you had the time planned. Here's how to handle this situation step by step.
Step 1: Wait and reach out
Don't mark a no-show immediately. Give the client 15-30 minutes from the scheduled session start. During this time:
- Send a message through Booquela: "Hi, we're waiting for you at the studio. Is everything OK?"
- Call the phone number from the booking.
Maybe the client is stuck in traffic, got the address wrong, or simply forgot - a reminder might save the situation.
Step 2: Mark the no-show
If after 15-30 minutes there's no contact and the client hasn't appeared:
- Go to Owner Panel -> Bookings.
- Click the booking, then Mark as No-Show.
- Confirm.
The status changes to No-Show, and the studio keeps the full amount.
Until when can I mark a no-show?
From the scheduled session start until the system automatically completes the booking (i.e., until the end of the booked hours). If the client booked 10:00 AM-1:00 PM, you have until 1:00 PM. After 1:00 PM, the system will mark the booking as completed and it will no longer be possible to change it to no-show.
What if the client gets in touch after marking?
Marking a no-show is irreversible. But that doesn't mean you can't do anything:
- You can manually create a new booking for a different time.
- The no-show amount stays with the studio. If you want to refund it (e.g., the client had a genuinely serious reason), contact Booquela support.
- Consider a goodwill gesture - e.g., offer a new slot at no extra charge when the client had a legitimate emergency.
How to prevent no-shows
- Enable SMS reminders - they're more effective than email. The client gets an SMS 24h and 2h before the booking. Configure in Owner Panel -> Communication Settings.
- Consider upfront payment - clients who've paid are less likely to no-show.
- Collect phone numbers - in case of no response, you have an alternative contact channel.
Who can mark no-shows?
No-shows can be marked by owner and manager. Reception, technicians, and cleaning staff don't have this option.
We know client no-shows are frustrating. But it's worth remembering that most often it's the result of forgetfulness, not bad intentions. That's why you should always contact the client before marking a no-show.
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