When the arrival window has passed and the customer has not attended, open the booking and choose No-show. Do not use cancellation when the customer simply did not arrive; the distinction keeps history accurate.
Add an internal note when the context matters. Apply the same grace period across the team so staff do not classify similar visits differently.
Review confirmation and reminder timing if no-shows are frequent. Make sure messages contain the date, time, location, and management link.
Use customer history as context, not as an automatic decision. Correct contact details and clear cancellation options often prevent repeat no-shows.