Reservation Statuses
- Cancelled: A confirmed booking was cancelled.
- Checked-Out: The guest already checked out of their room.
- Confirmed: A booking was created and confirmed. The guest hasn't arrived yet.
- In-house: The guest has arrived and was checked in.
- No-show: The guest didn't arrive on their arrival date and was not checked in. This status appears after the night audit.
Common Scenarios
Here are some common scenarios and what to do in each situation:
1. How to Revert an Accidental Check-in (currently available only for Beta users)
Sometimes, a guest is checked in by mistake when they shouldn't be. Here's what to do:
- Access the reservation details page for the reservation you want to revert
- Look for the "Revert Check-in" option in the actions menu
- This option is only visible for reservations that are currently checked in
- The option will be disabled if any blocking conditions exist (e.g., posting of unposted charges)
- Click on "Revert Check-in" to initiate the process
- A confirmation dialog will appear to prevent accidental reversals
- The system will validate if the revert operation is still allowed
What Happens After Reverting
- The reservation status changes back to "confirmed"
- The check-in time is cleared
- The planned arrival time is restored
- The assigned room status changes from "occupied" to "free"
- The assigned room condition is marked as "Dirty" by default.
- For reservations with multiple rooms assigned across different time periods, only the room assigned for the first time period will be marked as Dirty.
- UI users can choose to set the unit condition after the revert check-in operation to Clean or To be Inspected instead of the default Dirty status.
- The system generates notifications to connected systems - through a webhook event check-in-reverted
Troubleshooting
- If the revert option is not visible:
- Verify that the reservation is in "checked-in" status
- Check if you have the necessary permissions
- Ensure no blocking conditions exist
- If you receive an error message:
- Read the specific error details provided
- Verify that no unposted charges have been posted since check-in
2. No-Show or Cancelled Status by Mistake
Sometimes, a reservation status is changed to no-show or cancelled by mistake. Here's what to do:
- Open the mistakenly changed reservation and click on 'Jump to booking'.
- Click on +Add a new reservation.
- Insert the required dates and click on Search rates.
- Choose the rate and click on Select offer.
- Click Create and the default guest name of the booking is taken to create the new reservation.
- Assign a room and check-in at arrival.