What to do if your client comes with fewer participants?
Posted on Thursday, March 6, 2025By: Erik Kroon, leisure entrepreneur and founder of LeisureKing
As an entrepreneur in the leisure industry since 1996, I know better than anyone how annoying it is when a group does not show up complete. With my experience, I have experienced countless situations where no-shows and last-minute changes caused problems. This was also one of the reasons for developing LeisureKing: a reservation system that helps to deal with such challenges.
Here are eight practical tips to better protect your business from unexpected cancellations:
1. For group requests, always ask for a 50% deposit
This ensures a serious commitment and fewer last-minute cancellations.
2. Have customers provide the final number a week in advance
This allows you to send the final invoice in a timely manner and have it paid.
3. Work with a guarantee number
Allow a deviation of 15%. E.g.: with 100 participants specified, the guarantee number is 85. If the group comes with 80, they pay for 85.
4. Allow small groups to pay directly online
For groups up to 15 people, online payment is the standard.
5. Encourage last-minute bookings
The shorter the time frame in which customers can book and pay, the less likely changes are.
6. Offer vouchers for non-coming participants.
In doing so, you offer an alternative and increase the likelihood of repeat visits.
7. More participants than agreed upon?
If possible, charge it on the spot via pin.
8. How to handle cancellations?
Cancellations can have various causes, such as force majeure or illness. In such cases, you can reschedule the outing, but leave the action with the customer. Since they have already paid, they will contact you themselves for an alternative date. Clearly communicating your cancellation policy up front prevents misunderstandings and disappointments.
How does LeisureKing help you?
With LeisureKing you can:
- - Directly arrange payments via invoice, payment link or pin.
- - Have groups pay down payments and guarantee numbers.
- - Generate discount vouchers.
- - Outings easily move within the system.
Good luck minimizing no-shows and maximizing your sales!
Erik Kroon
Owner LeisureKing
Erik has been in the leisure industry since 1996 and runs, among other things, two climbing forests, two bicycle rental shops and a Prison Island on the Veluwe. He is also the founder of Escape Tours. LeisureKing has grown into a no cure, no pay booking system with which more than 500 companies optimize their bookings.