Lay My Hat

Dear colleagues,

I want Your opinion about strange problem i have with german web site Travanto. They made us reservation for arrival last Saturday for 2 Weeks. I call the guests on Saturday around 16 h to check where are they on the road. They told me they cancelled reservation 3 weeks ago to booking.com Of course i check our administration of Travanto there is no any cancellation reservation is still fix. Than i send complaint to Travanto who will pay for this no show late cancellation. I get reply today:
The guests didn't cancel the booking, this is why it's still active. If you want to get the full payment, you need to contact the guests.

This seems really crazy, how is now my responsibility guests did not show up??

The first and obvious question is, what are your terms for payment, especially Im assuming the balance?

If they dont pay you, then Im assuming you dont let them stay in the property if they had just turned up.

Likewise, you cant then demand the balance to be paid if they havent turned up.

Were you corresponding with them re the balance?