Modifying Reservations

You change a reservation from its page or by dragging it on the calendar. Veridien keeps availability and the folio in step with every change: moved dates, switched rooms, new occupancy or rates, added or removed rooms, and cancellations.

A reservation has one of these statuses:

• Pending: reserved, not yet confirmed. Every reservation you create starts here, and holds its rooms.
• Confirmed: the reservation is committed. Reservations from an OTA through Channels arrive here. The reservation records the moment it was confirmed.
• Checked-In: the guest has arrived.
• Checked-Out: the stay is over.
• Cancelled: the reservation was cancelled.
• No-Show: the guest did not arrive.

Each reserved room (a stay) has its own status, and the reservation's status follows from its rooms: if any room is checked in, the reservation shows Checked-In; when all are checked out, it shows Checked-Out. Moving a reservation back from Checked-In or Checked-Out needs the Revert Check-In / Check-Out permission.

Find the reservation in the List view (search by confirmation code, guest name, or email, or use Filters for status, room type, and source) or on the Calendar, then select it. The page header shows the guest name, the reservation code, the status menu, and an Actions menu.

The status controls sit in the page header:

• While a reservation is Pending, a Confirm Reservation button appears. Select it to move the reservation to Confirmed. Confirming is when the guest is emailed their confirmation (if its source sends one automatically) and when the stay earns its loyalty points.
• The status menu next to it sets the status directly. It only offers the moves your role can make: Checked-In needs Check In Guests, Checked-Out needs Check Out Guests, and Cancelled needs Cancel Reservation. Choosing Cancelled opens the cancellation confirmation. Choosing No-Show asks you to confirm first, because it settles the folio under the cancellation policy.
• Payment terms opens the terms for this reservation (deposit and balance due). Changing them needs a reason, which is kept in the activity log.

The Actions menu holds the rest:

• Add stay: add another room to the reservation.
• Folio: open the folio (available once the guest is checked in).
• Invoice and Confirmation: open the reservation's documents (shown when those features are turned on).
• Guest profile: open the guest's profile.
• Share card: make an image of the reservation to share with staff.
• Hide reservation / Unhide reservation: take the reservation out of statistics and the default list without cancelling or deleting it. Hidden reservations are listed in Settings, under Hidden reservations.
• Cancel reservation: shown while the reservation is Pending, Confirmed, or No-Show, to roles with Cancel Reservation.
• Delete reservation: shown while the reservation is Pending or Confirmed, to roles with Delete Reservation. See Deleting a reservation.

Per-room check-in and check-out also run through the front desk. See Check-In and Check-Out.

The calendar is the fastest way to move a stay or reassign a room.

1. Open the Calendar view on the Reservations page.
2. Drag a reservation to new dates, to a different room, or to a room of a different type.
3. The Move reservation dialog lists the room change, room type change, or date change, and the number of nights. When you drag an unassigned stay onto a room, the dialog is called Assign room instead.
4. Under Pricing, choose how to price the move: Keep current price, one of the room type's rate plans, or Custom rate (needs Override Prices). The dialog shows the Current total, the New total, the Difference, taxes included, and the Balance due.
5. Select Move reservation (or Assign room) to apply it.

A move that would overlap another active reservation on the same room is refused. A checkout and a check-in on the same room on the same day are allowed.

On the Stays tab, each reserved room has its own row with these actions:

• Edit stay: change the room type, room assignment, dates, rate, or occupancy. Changing the rate needs Edit Reservation Rates.
• Check out guest: shown on the day a checked-in room is due to leave.
• Remove room: take the room off the reservation. Its charges are reversed on the folio, and the other rooms stay reserved. On the last room left, this action is Cancel reservation and opens the cancellation confirmation.

To put another room on the same reservation, open Actions and select Add stay. Choose the room type, dates (the reservation's dates by default), and occupancy, then select Add stay. Changing the listed rate needs Override Prices. For multi-room reservations in general, see Multi-Room Reservations.

1. Open the reservation, then select Cancel reservation in Actions (or choose Cancelled in the status menu).
2. Read the confirmation. It shows what the reservation's cancellation policy keeps as a fee, what is owed back to the guest, and whether the guest is emailed.
3. Select Cancel reservation to confirm, or Keep reservation to back out.

When you confirm, the reservation and all its rooms are set to Cancelled and the rooms go back on sale. If nothing was paid, the folio is closed and its draft invoices are voided; an issued invoice gets a credit note. If something was paid, the fee is posted to the folio and the folio stays open. Commission and loyalty points on the reservation are reversed. If the guest has an email address on file, they get a cancellation email.

Delete reservation (in Actions, or Delete on rows selected in the list) is for a reservation made by mistake. It removes the reservation with its room charges and its unsent draft invoice, for good, and the guest is not told. Before you confirm, the dialog shows exactly what will be deleted and what will stay, with the reason for each one.

A reservation can be deleted only when all of this is true:

• It is Pending or Confirmed and has never been checked in.
• Its arrival date is today or later.
• It did not come from a channel (Booking.com, Airbnb, Expedia) or an agency.
• Nothing has been paid on it, no invoice has been sent, no commission or loyalty points are recorded, and its folio holds only its own room nights.

Any other reservation can't be deleted. Veridien keeps it, says why, and names what to do instead: cancel it, cancel it on the channel it came from, mark it as a no-show, or hide it to take it out of lists and statistics. Nothing with money on it is ever deleted: payments, sent invoices, and commission stay on the books.

When several selected reservations are deleted at once, the ones that can't be deleted stay selected, so you can hide them or open each one to cancel it.

When a guest changes dates, rooms, or occupancy, change the existing reservation instead of cancelling it and creating a new one. Changing it keeps the reservation's history, folio, and any deposit already taken. Cancelling and starting over loses that history and closes the original folio.

Veridien emails the guest when a reservation is created or cancelled, and when you change its dates, if those email types are switched on in Settings, under Emails. A room change alone sends nothing, so tell the guest yourself. See How Emails Work.

Not checking the new total. Day-of-week and seasonal pricing can change the price when you move dates. Read the totals in the Move reservation dialog before you confirm.

Deleting instead of cancelling. Delete is only for a reservation made by mistake, and it leaves no record apart from the activity log. Cancel a guest's cancellation so the policy fee is applied, the guest gets a cancellation email, and the rooms go back on sale.

Trying to cancel an in-house guest. Once a reservation is checked in, it can no longer be cancelled. Handle an early departure through check-out instead.