Changes to a reservation and cancellation

What it is

Everything that can be done with an existing reservation. It is done in its detail - by clicking the row in the reservations list.

One rule applies to every change

Money is never charged or refunded automatically. The system always shows you what the difference in price is and you decide what to do with it. You record a balance due through Mark as paid, and return an overpayment through a refund.

Changing the dates

Moving the whole stay to different dates.

1. In the reservation detail click Change dates.
2. Enter the new arrival and departure.
3. Click Save new dates.

The price is recalculated according to the number of nights. The guest gets an e-mail confirming the change.

Extending and shortening a stay

Unlike changing the dates, here the arrival date stays and only the departure changes.

It is part of the Standard plan and above.

Extending

1. Click Extend stay.
2. Enter the New check-out date.
3. The system shows the previous price, the new price and the Balance due.
4. Click Save extension.

The new nights are priced according to your current pricing.

Shortening (an earlier departure)

1. Click Shorten stay.
2. Enter the new departure date.
3. The system shows the value of the Unused nights.
4. Click Save shortening.

The released nights go back on sale. The amount for the unused nights is only a basis - you decide about refunding money according to your cancellation terms. No refund is made automatically.

The price per night stays at the originally agreed rate. Otherwise shortening the stay would remove the guest's long-stay discount and they would pay more per night.

Changing the number of guests

1. In the guests block change the number.
2. The system recalculates the price and shows a Balance due or an Overpayment.
3. Click Save guest count.

The system will not allow more guests than the room's capacity.

Moving to another room

1. In the Accommodation block choose a different room type.
2. The system recalculates the price from its rate plan and shows the difference.
3. Click Save room change.

What to watch out for:

• All the guests have to fit into the target room.
• If the target room is blocked for maintenance, the move will not go through.
• If it is taken on a portal, we warn you but do not block the move - the import from the portal may be out of date.
• The move clears the assigned physical room for housekeeping. You assign a new one manually.

Splitting a stay across rooms

A guest can spend part of the stay in one room and the rest in another.

It is part of the Standard plan and above.

1. Use the add room button to add a second room to the reservation.
2. On that room turn on Custom dates for this room.
3. Enter From and To.
4. Click Save split stay.

The dates must follow on from each other. No night may be left without a room between them - a guest with a gap has two stays, not one. The system draws the stay timeline for you and warns you about a gap.

Assigning a specific room

In the Specific room block you choose which physical room the guest gets - for example "103". Reception tells them on arrival.

If the room is assigned to another guest for those dates, we warn you - choosing it would take it away from them.

Only someone allowed to edit reservations can assign a room.

The guest did not arrive

Only on the day of arrival or later.

1. Click Guest did not arrive.
2. Decide about the Release the room for sale toggle:
   • Unticked - the room stays blocked for the rest of the stay. The guest may still turn up.
   • Ticked - the dates go straight back on sale.
3. Click Mark as no-show.

Money already paid is not refunded. If you want to return part or all of the amount to the guest, do it afterwards through recording a refund.

If it is the last free room of that type for those dates, we warn you - once released, another guest can book it straight away and you will not get this one back.

When the guest turns up after all

The Guest turned up after all button removes the marking.

If somebody else has taken the room in the meantime, we offer you the free rooms for the same dates and a Move here option. That is the recommended route.

The Restore anyway (overbooking) option restores the reservation despite the room being taken. This creates an overbooking that you have to resolve yourself. The action is recorded in the change log.

A guest's request to change dates

A guest can ask for a change themselves. The reservation gets a Date change request label and in the detail you see the dates they want.

You have two options: Change dates or Dismiss request.

Cancelling a reservation

1. In the detail click Cancel reservation.
2. Confirm.

The dates are released and we send the guest a notice.

This does not deal with a refund. You return money with a separate action - see Payments and refunds.

Common problems

I cannot mark a no-show. It is only possible from the day of arrival. A cancelled reservation cannot be marked this way.

The extension will not go through. Another reservation already holds one of the new nights. The system lists which ones.

The split stay will not go through. There is a free night left between the rooms' dates, or a room's dates reach outside the stay. You change the overall length of the stay via Extend or Shorten stay.

The system says this moves the whole stay. You changed the arrival as well - that is what Change dates is for, not an extension.

The buttons are locked. Extending, shortening and splitting a stay are part of the Standard plan and above.

I changed the room and the guest disappeared from housekeeping. The move cleared the assigned physical room. Assign it again in the Specific room block.