How to report a ‘No-Show’

Updated April 10, 2026 11:36

⚠️ Important (effective April 20): 24-hour reporting window
From April 20, a no-show must be reported within 24 hours after the activity ends. Once a no-show is reported, this action can’t be undone.

Read this to learn how to report a customer no-show in the Supplier Portal and understand what happens after you submit a report.

What is a customer no-show?

A no-show is when a customer does not arrive at the scheduled start time of the activity, gives no prior notice, and does not participate in the activity.

A no-show is a customer who does not show up at the start time of the activity without any prior notice and does not participate in the activity. Read this to learn how to report a customer no-show on GetYourGuide.

Steps to report a no-show in the Supplier Portal:

To report a no-show, please follow these steps:

Go to the Bookings section in the Supplier Portal.
Filter by date: Use the date filter to find the booking for the day the no-show occurred.
Click on Show Details and on “Report no-show customer(s)”
Confirm by clicking “Yes, report no-show”:

Note: Once you report a no-show, this action cannot be undone. Please double-check the details before confirming.

Guidelines and limitations for reporting no-shows

Keep these important points in mind:

Reporting window: You must report a no-show within 24 hours after the end of the activity (effective April 20).
Irreversible action: Reporting a no-show is final.
Reporting window: You can only report a no-show within 7 days after the activity’s scheduled start time.
Visibility: Only GetYourGuide can see no-show reports at this time.
Booking status: The booking status will not change in the Supplier Portal after reporting a no-show.
Exclusions: Do not report a no-show if the customer missed the activity due to a supplier error (such as incorrect information).
Whole group reporting: Only use this feature if the entire group did not attend.
Misuse consequences: Misuse may result in deactivation of the no-show reporting feature for your account.

Actionable tip: Accurate no-show reporting helps maintain the quality and reliability of experiences on GetYourGuide.

How does reporting a no-show affect customer reviews?

Marking a booking as a no-show in the Supplier Portal can affect how reviews are managed:

If you report a no-show within 24 hours after the end of the activity, and the customer leaves a review, we will investigate the review before publishing it.
- If there is clear evidence that the customer attended the activity (for example, if their review comment describes their experience) we will publish the review.
- If there is no evidence that the customer attended (for example, there is no review comment or information), we will not publish the review.

This process helps ensure that only genuine customers who attended the activity can leave a review. Please note, you should only report a booking as a no-show if the customer truly did not participate. Misuse of this feature may result in the deactivation of the no-show reporting option for your account.

Frequently asked questions

Can I reverse a no-show report? No, once you report a no-show, it cannot be undone.
Will the booking status change after I report a no-show? No, the booking status remains the same in the Supplier Portal.
Can I report a partial no-show (only some participants did not attend)? No, you should only report a no-show if the entire group did not attend.
Does reporting a no-show remove the customer’s review? No, reviews are not removed if a customer is reported as a no-show. Reviews are only removed if they clearly violate our guidelines.