Reporting a customer no-show

If a guest doesn't turn up, tell us. Reporting a no-show puts it on record, which protects you against false claims of a missed or poor experience, and helps us handle any negative review that follows. It takes a moment and only needs the Booking ID.

Before you start

• Have the Booking IDs of the guests who didn't arrive. Find them on the Bookings dashboard — filter By experience date for the day in question.
• Report it soon after the experience date, while the record is fresh.

Step 1 — Open the request form

• Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
• Click Submit a request.
• Choose Customer Booking Related.

Step 2 — Select the issue

Under “Select the specific issue you need help with”, choose Report a Customer No Show.

Step 3 — Add the affected bookings

Enter the affected Headout Booking IDs. You can report several at once — put each on its own line.

Step 4 — Add a subject and description, then submit

Give the request a clear Subject, and use Description for anything useful — how long you waited, whether the guest made contact, or anything else about the day. You can attach a file in the attachments section at the bottom.

Click Submit. We record the bookings against your experience.

Frequently asked questions

Why bother reporting a no-show?
It's your record that the guest didn't arrive. If they later claim the experience was missed or poor, or leave a negative review, we have your report on file to check against.

Can I mark a no-show on the bookings dashboard?
No. The dashboard is for viewing and exporting bookings. No-shows are reported through this form.

How soon should I report it?
Soon after the experience date, while your staff still remember. Leaving it weeks makes it harder to substantiate if the guest disputes it.

The guest arrived very late — is that a no-show?
If you couldn't admit them, report it as a no-show and explain the timing in the Description. If you did admit them, it isn't a no-show.

Does reporting a no-show mean I still get paid?
Reporting it is a record, not a payment request. If there's a payment question attached, say so in the Description and our team will pick it up.

Several guests didn't turn up on the same day.
Report them together — list every affected Booking ID in the one request rather than raising several.

A guest left a review for an experience they didn't attend.
Report the no-show, then raise a separate request choosing Customer Review Removal Request on the same form, referencing the Booking ID.

Something not covered here? Pick Other on the same form, describe what happened, and our team will help.