Reservations Overview
The Reservation module is used to create, view, edit, and manage guest reservations. It connects to guest profiles, rooms, rates, billing, and housekeeping.
This page has Common FAQs and Troubleshooting below. For issues in other modules, see the main Troubleshooting page.
Views
| View | Purpose |
|---|---|
| All Reservations | Full list — search, filter, create, edit, check in/out. |
| Arrivals | Guests arriving on a selected date. |
| Departures | Guests departing on a selected date. |
| Waitlist | Requests held when no room or rate is available. |
| Cancellations | Cancelled reservations with reasons. |
| Confirmation Letter | Printable booking confirmation for the guest. |
| Registration Form | Blank/pre-filled guest registration document. |
| Registration Card | Signed, editable check-in card stored on the reservation. |
| Reservation Groups | Manage multi-room group bookings. |
Reservation Statuses
| Status | Meaning |
|---|---|
| Reserved / Confirmed | Booking is held; guest not yet arrived. |
| PM (Passerby) | Walk-in / same-day booking recorded as a passerby stay. |
| Due In | Arrival date is the current business date; guest not yet checked in. |
| In-House | Guest has checked in; charges post to folio. |
| Due Out | Departure date is the current business date; guest still in-house. |
| Checked Out | Stay is complete; balance should be settled. |
| Cancelled | Booking is no longer active. |
| Waitlist | Request held pending availability. |
| No Show | Guest did not arrive on the arrival date. |
Workflow
- Create a reservation (from the list, Room Plan, or Room Chart).
- Assign a room when available.
- Check in the guest on arrival — status moves to In-House.
- Charges post to the folio during the stay.
- Check out the guest on departure — settle the folio balance.
- Night audit closes the business date and posts room charges.
Check-in and check-out can be done from the reservation detail, Front Desk → In-House, or Front Desk → Room Plan.
Common FAQs
Why don't I see the Reservation menu? Your user may not have reservation permission. Ask your administrator to grant access.
How do I check in a guest? Open the reservation, ensure the room is Vacant Clean in Housekeeping, then use the Check In action. The guest appears in Front Desk → In-House. On the Arrivals tab, Check In is only enabled when the reservation's arrival date matches the current business date.
How do I add additional guests to a reservation? On the reservation form, Step 1 (Guest Info), click Add Another Guest. Each additional guest can be linked to an existing individual profile or entered manually.
Where is the waitlist? The Waitlist tab appears on the Reservation screen. Use it when no suitable room or rate is available; convert to a full reservation when space opens.
Can I cancel and recreate instead of editing dates? Prefer editing the reservation when only dates or room change. Use cancellation when the stay is truly cancelled — cancellation creates a record with a reason and cannot be undone.
I checked in (or checked out) a reservation by mistake — can I undo it? Yes, if your user has the Move Back permission. From the In-House list, Move Back reverts a checked-in reservation to Reserved/Due In. From the Checked-Out list, Move Back reverts a checked-out reservation to In-House. Use this only to correct a mistaken check-in/check-out, not as a routine workflow step.
Troubleshooting
| Problem | Cause | Solution |
|---|---|---|
| Room type not available | Dates fully booked, room out of order, or rate not set for those dates. | Check room status in Housekeeping. Confirm rate/availability in Configuration for that room type and date. |
| Cannot check in | Reservation not in a check-in-allowed status, or room not ready. | Ensure status is Reserved/Confirmed. Set the room to Vacant Clean in Housekeeping before check-in. |
| Cannot change room | Target room occupied or not sellable; missing room-move permission or reason. | Verify target room is available. Check permissions and that a room-move reason exists in Configuration. |
| Guest or payer not in list | Profile may not exist or wrong type searched. | Search in the correct profile type (individual/company/travel agent), or create a new profile. |
| Cancellation reason required | Configuration requires a reason when cancelling. | Select a cancellation reason from the list; add new reasons in Configuration → Reservation Setup. |
| Deposit amount required | Reservation type is configured to require a deposit. | Enter a deposit amount in the Booking Info step. |
| Phone number required | Reservation type is configured to require a phone number. | Enter the guest's phone number in the Guest Info step. |
| Credit card required | Reservation type or payment type requires a credit card. | Enter the credit card number in the Booking Info step. |
See also
- Profiles — Individual, company, and travel agent profiles.
- Front Desk — Room plan, in-house list, checked-out list.
- Cashiering — Post charges, take payments, view folios.
- Housekeeping — Room status before check-in.
- Night Audit — Close the business date and post room charges.
- Configuration — Reservation types, sources, room types, rates, cancellation reasons.