The reservations list and detail
What it is
The Reservations screen in the website administration. It is an overview of all your property's reservations - both those from the website and those you added yourself.
Why you need it
This is the screen you will spend the most time on. It shows you who is coming, who has paid and what needs dealing with.
Reservation statuses
| Status | What it means |
|---|---|
| New | It came from the website, you have not confirmed it yet |
| Confirmed | You confirmed it, the guest got an e-mail |
| Cancelled | Cancelled by you or the guest, the dates are free |
| No-show | The guest did not turn up |
A reservation blocks the dates from the moment it comes into existence - even while it is only New.
Filters above the list
Quick filters by status: All, New, Confirmed, Cancelled, No-shows, and three that flag a problem:
| Filter | When it is useful |
|---|---|
| Conflicts | The dates are taken on a portal too - two guests could turn up |
| Unpaid | The guest has already left but the reservation was not marked as paid |
| Change requests | The guest asked for different dates |
Look through these three regularly. They are things that will not go away by themselves.
Search and detailed filters
- The Search guest field finds a reservation by name.
- The Room filter narrows the list to one room type.
- The Filters button opens more detailed ones: Stay from, Stay to, Minimum guests, Amount from, Amount to.
- Clear filters puts everything back.
Columns can be sorted by clicking the header.
Two views
In the top right you switch between:
- List - the table we are describing here.
- Calendar - a timeline by room. It is part of the Standard plan and above, see Calendar and blocking.
What is in a reservation detail
Clicking a row opens the detail. In it you will find:
- Reservation status and Payment method.
- Guest - name, e-mail, phone, and whether the reservation came from the website or you added it yourself.
- Stay - room, check-in, check-out, number of nights, number of guests.
- Price breakdown - price per night, discounts, local tax, total, paid and Balance due.
- Guest note - what they wrote when booking.
- History - what happened with the reservation and when.
- Expected arrival - a rough time when the guest will arrive. You can fill it in, or the guest fills it in during online check-in. In that case their entry takes precedence.
Actions in the detail
Exactly what you see depends on the reservation's status and on your plan:
| Action | When |
|---|---|
| Confirm reservation | The reservation is New |
| Cancel reservation | Any time before the end of the stay |
| Change dates | Moving the whole stay to different dates |
| Mark as paid | The guest paid outside the website - cash, card terminal, transfer |
| Refund | A refund through the payment gateway or manually |
| Guest did not turn up | On the day of arrival and later |
| Extend / Shorten stay | From the Standard plan |
| Assign a specific room | Which physical room the guest gets |
There are details in the articles Changes to a reservation and Payments and refunds.
Bulk actions
With the tick box you select several reservations at once and then:
- Confirm selected
- Export selected
- Send information - one e-mail to all the selected guests
The e-mail sent via Send information is for operational information, not advertising. For example a refurbishment during the stay. You fill in the Subject and the Message; we add the reservation code and the dates automatically.
After sending, the system tells you how many reservations went through and how many did not, along with the reason - for example "Guest e-mail is missing" or "Already confirmed".
Only a limited number of reservations can be selected at once. The system warns you when you go over it.
Billing details
If a guest wants an invoice made out to a company, expand the billing details in the detail and fill in the company name, company ID, tax ID, VAT ID and address. The guest's name stays on the document as the person accommodated.
Without a company name the invoice will be made out to the guest. If the company ID or tax ID has an unusual format we will warn you, but we will not block the entry - foreign companies use a different format.
Upcoming revenue
Below the list there is an Upcoming revenue total for reservations that are still to come.
Common problems
I cannot see a reservation I know about. Check the filters. Most often a status or room filter is switched on.
My calendar view is locked. It is part of the Standard plan and above.
A reservation has a Conflict label. The dates are taken on a portal such as Booking or Airbnb too. Deal with it straight away - see Calendar synchronisation.
A reservation has an Unpaid label. The guest has left and no payment is recorded. If they paid in cash, use Mark as paid.
I cannot edit anything. If the subscription is paused, editing is switched off. You restore it on the portal.
A bulk e-mail did not reach some guests. The system gives the reason. Most often the e-mail is missing - typically on a phone reservation where you did not fill it in.