No Show Procedures

1. If an arrival envelope is present the next we must verify if the reservation was a No Show
2. If a keyless building - verify in the iCondo Access Journal that nobody accessed the suite
3. Check the apartment to ensure that the guest did not use the apartment.
4. Verify the reservation in RMS to ensure a guest note or change by sales was not missed.  Ensure that the reservation dates are correct and that there are ‘Res Note’ in Reservation Details specifying a delayed arrival. 
5. Notify the Concierge and Housekeeping departments through email using this format
6. Send an email to the sales agent with the format “NO-SHOW – [Building Name & Apartment Number] – Reservation Number”.  *The sales agent will confirm we can communicate directly with the guest or if they will send an email to the company contact.
7. We await further instructions from the client, company contact or sales agent regarding the keys/reservation.

WHEN CONFIRMED A NO SHOW

1. Remove the keys from the Lockbox or mailbox (when applicable).
2. Reduce the number of room nights to 1 and change RMS status to NO SHOW
3. Update the reservation in “Reservation Details” in the section ‘Res Note’ and mark (NO-SHOW – [Date]). 

*IMPORTANT*

NO-SHOW envelopes/codes should be left in lockbox and codes should remain active past the arrival date unless requested by the sales agent or client who will access their apartment the same day.