Reservations FAQ

To make all the reservations created manually have pre-filled the country field with the property's country, follow the steps below:

1. Go to the Settings page and click on the System tab
2. Under the Automation Preferences section, turn ON or OFF the option to Use of Default Country for the Guest:
   • ON - All the reservations created manually will have pre-filled the country field with the property's country.
   • OFF - You will have to manually add the country of the customers when creating a new reservation
3. Click SAVE

If you click on past dates but the system doesn't display the option to create a booking in past that means either:

• You have no availability or rates for this date
• The user under which you're logged into the system does not have permission Create And Modify Reservations And Blocks For Past Dates enabled.

To check this permission, login as Property Owner, go to Roles page and edit the role assigned to specific user. Search for permission called Create/Edit Reservations/Blocks For Past Dates and enable it for the user if needed:

1. Click on the reservation to be moved, then drag and drop to the new room type
2. Any change in price up or down will display in the pop up box after you drag the reservation box
3. Your staff have the option to override the new change in charges or confirm new pricing. To change the reservation to a new room type with no charge, make sure to click on the override button

If there are any minimum/maximum length of stay restriction that was set on the rate intervals and the dates entered to make a new direct reservation do not meet those criteria, the user will get the following message: There is no availability for the dates specified. Find below some workarounds to override these restrictions.

• Click to create a new reservation and select the Source. In this case, it needs to be a Direct Source (for example: Walk-in) and not Third Party.
• Follow the steps to Search for availability and Add reservation and guest details
• After the Confirm and pay step, click to edit the Suggested Deposit in the Payment page
• Change the suggested deposit, and click on Confirm Reservation
• Confirm to send or not the Reservation Confirmation

• Issue: During attempt to check-in the reservation created in past the system responds with the notification "You cannot check in this reservation until the reservation currently assigned to this room is checked out"
• Solution: Make sure all the previous reservations in the past are checked out, and all the reservations which are located after the newly created booking in past are in status Confirmed (not In-House)

You can't move past reservation on calendar by dragging and dropping them. To change the room or dates of the stay, change the reservation status to Confirmed or In House and edit the reservation.

In case the reservation was not supposed to be extended automatically (e.g you had forgotten to change the reservation status to Checked-out or you were not aware the feature was enabled):

• Edit the reservation's check-out date
• Check if the guest has remaining balance (add or refund payment as necessary in the guest's folio) to reflect the correct balance.
• Once finished, change the reservation status to Checked-out. Learn more about changing the reservation status here.

Example:

• The Auto Checkout Date Extension feature is enabled for this property.
• Reservation 1 has check-out date is tomorrow December 19th and it's currently In-house.
• For December 19th, another reservation was made for the same room (Reservation 2).

What to do?

• If by 02:05 AM reservation 1 is not checked-out from the room, the system will automatically extend the check-out date of reservation 1 and remove the room assignment of reservation 2 (the reservation will be removed from Calendar and you'll have to assign it manually).
• Verify the situation: Change the status of reservation 1 to Checked-out if the guest already checked out, or assign reservation 2 to another room.