Day to day

How do I create a booking?

From the calendar, by clicking the cell for that day. You can let the programme assign the room or pin a specific one.

If you pin it, it stays: the automatic allocation never moves a room placed by hand.

Why did a booking move to another room?

So another one fits. The allocation merges scattered gaps: if you have three free nights here and two there, and someone comes for five, it moves a booking and they fit.

It never touches a room you pinned by hand, and every change is written down in Activity with its reason.

How does online check-in work?

Each booking has its own link where the guest fills in their details before arriving, from a phone and without installing anything.

It collects the eleven fields the police guest report requires. No photo of the document is uploaded: the details the rules ask for are typed in — type, number, date — and the image is not stored anywhere.

When they arrive, the desk only has to check it.

If they have not done it, the booking itself resends it with «Send the check-in email», or the desk fills it in right there with «Fill in the details» — over the phone, or with the guest in front of you and no phone to hand: it is the same form the guest sees. It works for any booking still standing — not ended, cancelled or marked as a no-show —, including those that come from the portals or were imported, because every one has its link from the moment it is created.

What happens to a booking when the guest does not turn up?

The day after arrival, the morning sweep sorts it out on its own. A confirmed booking becomes a no-show, with whatever penalty applies on the folio. A pending one made at the desk, with neither payment nor card, is cancelled without sending any email and without a penalty, and Activity records why: no guarantee, and the guest did not show up. That way none of them keeps its nights taken for the whole stay.

It leaves a booking alone if anyone in it is already in: another room in its group that has checked in, or the same guest who was already staying and extended.

Pending bookings from your booking page are handled apart: they follow their own payment deadline, «Hours to pay before cancelling» in Booking engine.

Check-in and no-show can be marked from the arrival day, not before: one click too many on next month's booking checks nobody in and puts no hold on their damage deposit.

How do I organise cleaning?

Tasks are created on their own from the day's departures. Each one carries your property's checklist and lets staff upload incident photos from a phone.

They are split by zone or by floor, and the front desk sees the board straight away to know which room it can give out.

Where do I log what a guest leaves behind?

In Lost property, from the cleaning task itself: what it is, which room it was in, and a photo.

It stays linked to the stay, so when someone calls asking about their charger you search by the booking and not by the memory of whoever was on that day.

Where do I log a guest's complaint?

With the complaints and feedback module, on its own screen or on the booking itself, while you are being told: what it is — a complaint, a suggestion or a compliment —, which area, how serious, and which stay, found by guest, room or booking reference. If they had already arrived, the room they were in at the time is saved, and so is who in the booking said it, so it still says where it happened even if they move rooms later. Guests can also leave one themselves from their booking link, once the stay is over, and just once.

Each kind has its own statuses. A complaint goes from open to in progress, resolved and closed; a suggestion from received to under review, and from there to applied or discarded; a compliment from received to thanked. Resolving or closing a complaint, and applying or discarding a suggestion, ask you to write what was done: a complaint resolved without an answer is not resolved, it is silenced. And a closed one can be reopened if the guest comes back about the same thing, instead of logging it twice.

A complaint does not open tasks: it is the work itself, with who handles it, where it stands and what was done. Each property's reviewers are set in Settings › Complaint reviewers, in order: the first one gets the new ones, all of them see on the dashboard how many are still unopened, and all of them get an email with those a guest leaves through their link. One stops being new as soon as someone opens it with «Handle»; at a property with no reviewers, management's dashboard counts them.

The list opens on those not yet closed, and filters by kind, status, area, severity or «Only mine». Everything can be corrected later, and every change is logged. Only management can delete one: a complaint does not disappear because the night shift decided so.

Where can I see everything a guest has booked?

On their record, in Guests, «Stays» tab. At the top: how many bookings and nights they have, what has been paid and what is outstanding — and anything in their credit —, which statuses those bookings are in and which rooms they have had, with how many times each. Below, each stay.

Nights are calendar nights: three rooms for two nights are two nights. Stays where they came as a companion count towards bookings and nights, but not towards the money, which belongs to whoever booked. And a cancellation or a no-show is history — a booking with its status —, not nights, even though its penalty is still owed.

With the complaints and feedback module, what they have said about your place — complaints, suggestions and compliments, from any stay — is in the «Complaints» tab.

I rent out a function room. Is that handled here?

With the services and spaces module, yes. You set up the room or the activity with its hours and its price, and it is booked in slots.

The programme will not let you overlap two things in the same place at the same time.

It is charged separately or put on the stay's folio, and it can carry its own invoice.

What is the night audit for?

So that someone looks at what is left before going home. Night audit lists the arrivals that never checked in, the departures still in the house, anything with an overdue payment deadline, the till left open and the guest reports not yet sent. You can close with things pending, and which ones gets recorded: the next day you can see what it was closed with.

The day you close is the working day, not the calendar one: until the morning sweep has run — the screen tells you at what time —, the night still belongs to yesterday. That way the night shift closing at one in the morning closes its own day, not one that has just begun with all its arrivals still to come.

If a day is left unclosed, a notice on every screen tells whoever can close it and takes them to that day. It can be closed late for up to seven days afterwards, with what is still pending from it, and it is marked «Late». The notice only appears at properties that already close their days: one that does not work that way is not reminded every morning.

The last closed day can be reopened by the front desk; an earlier one, only by management, and none from more than six days ago, which could no longer be closed again. Closing and reopening are both logged, and reopening keeps the whole close it undoes.