Support Center

This guide will help you manage your bookings more easily using the tools in your Property Management System.

Add Booking

1. Click the Menu button.
2. Select Booking Calendar.
3. For more information about the booking calendar, click here.
4. Click Add Booking.
5. Fill in the following information to add a booking to the system:
    

Guest

1. Click Add Guest.
2. Search for the guest's name to check if they already have a profile in the system. If they do, use the existing profile to ensure an accurate guest history. If not, click Add New Client.
3. Enter as much information about the guest as possible:

• Mr./Mrs.
• Last Name
• First Name
• Email: Add the email address to send invoices, the Guest App access link, and more.
• Phone Prefix: Select the country code from the predefined list.
• Phone: Add the guest’s phone number for easier communication and to send updates.
• ID/Passport/Driver’s License: Select the type of ID added to the system.
• ID Details: Enter the details from the ID selected in the previous step.
• Country
• City
• Address
• Nationality
• Date of Birth

After completing all information, save the changes!

📌 Note: The guest has been added to the booking and saved in the system. For future bookings, use the created profile. More information about guests is available here.

Booking Type

1. Select the booking type:

• Inquiry: Use when the booking is not confirmed or when unsure if the guest will show up.
• Confirmed: Use when the booking is guaranteed, either through a deposit or full payment.
• Complimentary: Use when offering complimentary accommodation services.

The accommodation total for this booking will be set to zero, even if a rate must be selected to save the booking. Any additional services added will not be treated as complimentary.
 

Period

1. Select the guest’s arrival date.
2. Select the guest’s departure date.

❗ The arrival date cannot be in the past, and the departure date cannot be the same as the arrival date. The number of nights is calculated automatically.

📌 Note: For Day Use bookings, add the booking for one night and perform check-in. Once completed, perform check-out on the same day as check-in.
 

Room Type / Room

1. Select the room type.
2. Select the room.

Room number selection is not mandatory when adding a booking. You can leave the room unassigned and select it at check-in based on room availability.

📌 Note: To simplify the workflow, it is recommended to assign the room on the day of arrival.

Booking Source

1. Select the source of the booking.
   More information about booking sources can be found here.

Adults

1. Select the number of adults.

Children

1. Select the number of children.
   Optionally, you can add children for each age category (0-2 years, 2-7 years, 7+ years).

Additional Details

• License Plate
• Voucher Code
• Scan Barcode
• Accommodation Card

Rate

1. Choose the currency for the rate.
2. Select the pricing method:

• Normal: Check Normal Rate and choose from the existing contracts. More information about contracts can be found here.
• Manual: Check Manual Rate and enter the desired amount in the Rate/Night field. The system will automatically calculate the total accommodation cost and display it in the booking.

Meal Plan

1. Select the meal plan type:

• Normal: Select a meal plan available for the customized contract.
• Manual: Choose from the predefined list of meal plan types available in the system.

Reservation Type

1. Choose the type of reservation:

• Leisure
• Business

Discount Type

1. Choose whether or not to offer a discount to the guest based on predefined rules.

Daily Rates

To modify the rate for a specific day, click the Daily Rates button on the right side of the booking.

1. Click the "ⓘ" button to view detailed rates for each night.
2. Click on the rate field and enter the new value.
3. Click the blue checkmark to save the changes.

❗ Rates for past nights cannot be modified.

Meal Plan

1. Open a ticket in the Support Center section, mentioning that you want to activate the Meal Plan module.
2. After the module is activated, you can see what meals the guest has for each day of their stay.
   ❗ For reservations without meals, you can add a specific meal type for a particular night.

Billing

1. Choose whether billing will be done for an individual (guest data will be used) or a company (the system will prompt you to add company details).
   If you want to add a client’s company, select Company in the Billing section and choose one of the existing companies in the system or add a new one by pressing the Add button. Simply enter the VAT number, and the system will find the company. Press Save to use the profile.

❗For a proper workflow, it is recommended to check the company in the list of existing companies before adding a new one to avoid duplicates.

History

Press the History button to view a detailed log starting from the moment the reservation was created.

Check-In

1. Press the Check-In button to check in the reservation.
   This action is only possible on the day of arrival and if the room is not occupied by another reservation without a completed Check-Out.

Check-Out

1. Press the Check-Out button to check out the reservation.
   This action is only possible if the reservation balance is zero.

Key

Visible only after activating the Access Control module.

1. Press the Key button to view the lock code for the reservation.

📌 Note:  You can modify the key by simply clicking the Write Key button.
To delete the code, press the Delete Code button.

Deposit

1. Press the Deposit button to enter the required deposit amount for the reservation. Read more about deposits here.

Message

1. Press the Message button and add a note visible to colleagues working in the system. This note will not be visible to the guest.

Cancel Reservation

❗You can only cancel a reservation if the Check-In has not been performed.

Access the reservation and press the Cancel button on the right side of the screen in the reservation details section.
Provide a cancellation reason and press Cancel Reservation.

Room Account

All reservations with a room account have a separate section in the Folio, named after the selected meal type.

You can add all services and products to this section that you want to include in the room account value.
Notes sent from the restaurant to a room account are automatically sent to the room account section.

❗ This does not apply to tips added to notes, as they will be posted separately in the reservation cashier.

The total value of services and products in the room account section is automatically included in the room account value.

If the value of these services and products does not exceed the total room account value, the guest will still pay this amount, as it is included in the accommodation rate.
If the value exceeds the total room account value, the difference is automatically added to the Folio and must be invoiced to the guest before completing the Check-Out.

📌 Note: Use the room account to make guest stays easier to manage financially (for both guests and staff) by providing a clear overview of the value to be spent on meals/other services and products in advance.

A. In Rate Plans from Channel Manager

1. Press the Menu button.
2. Press Rate Plans.
3. Add a new plan by pressing Add Plan or edit an existing plan by pressing Edit.
4. Enter the room account value.
   After you have filled in all the information, save the changes!

The Channel Manager will distribute this value to all connected online partners, and reservations from the Channel Manager will include this set meal value.
More information about the Channel Manager can be found here, and about adding rate plans can be found here.

B. In Contracts, Allocations & Discounts

1. Add contracts with meal types such as half board, full board, or all-inclusive, and set the room account value for them.
2. Press the ✿ button and add the value in the Room Account field.
   For normal rate reservations using contracts with a set room account, this value will be automatically included in the reservation.
   More information about adding contracts can be found here.

C. Manually in Reservations

1. Add a manual reservation to the system and set the room account value.
2. Select the meal type (e.g., half board, full board, or all-inclusive) for the added reservation.
3. Access the Folio of the reservation.
4. Press Half-Board Settings and enter the room account value per night.
   After you have filled in all the information, save the changes!
   More information about adding contracts can be found here
    

E-Signature

Fill out and sign the check-in form at the reception quickly and efficiently using a tablet. Guests can add or verify their information and then apply their electronic signature directly on the device, eliminating the need for printed documents.

1. Open a ticket in the Support Center section, mentioning that you want the E-Signature module activated.
2. Once the module is activated, it must be configured.
3. In your account, under the Subscription Payment section, a new category called E-Signature will appear, which will include:
   • The connection link
   • The serial number
4. Add this information to the device used at reception (the system is compatible with devices such as Android and iOS tablets, touchscreen laptops, and other equipment that supports electronic signatures).
   Thus, when generating the check-in form, the guest will be able to fill in the required information and sign electronically.

📌 Note: The check-in form will be available in the reservation section by pressing the e-Check-in Form button.

Multiple Reservations for the Same Main Guest

If a single guest has booked multiple rooms, you must add the guests who will stay in the respective rooms to each reservation.

1. Access the reservation.
2. Click the Add Guest button.
3. Search for the profile of the guest who will stay in the room. If they do not have a profile in the system, create a new profile.
4. Click on the added profile and set it as the main guest.
5. Click on the initial profile and remove it from the reservation if they are not staying in this room.

Room Blocking

To block a room and mark the availability of that room type as unavailable for the desired period, follow these steps:

1. Click the Block button (lock icon) in the calendar.
2. Choose the period for which you want to block the room.
3. Select the room type.
4. Choose the specific rooms.
5. Fill in the reason for the block.
6. Click Block Room.

📌 Note: A blocked room is displayed in the calendar with a purple line.
If you want to use certain rooms for employee accommodation, you can block them. For the block reason, enter "employee accommodation". This will make your reports clearer.

This block helps you prevent partners from booking availability during certain periods or for various reasons (e.g., room repairs). Reservations cannot be made during blocked periods.

❗Blocked rooms will be excluded from the total count to avoid negatively impacting the occupancy rate.
Thus, the occupancy rate will be calculated based on the number of available rooms using the formula: Total rooms - Blocked rooms.

Unblocking

1. Click on the purple line in the calendar.
2. Click Unblock Room.

📌 Note: Ensure that you block rooms only during the days/periods when they cannot accommodate guests (e.g., room repairs, heating system checks, etc.).

✅Done! You’ve gone through the information for this section!
 

Frequently Asked Questions (FAQ)

❓ Q: Can I reactivate a reservation marked as "No Show"?

Answer:

A reservation marked as "No Show" cannot be reactivated. However, if the guest arrives later, you can proceed as follows:

Create a new reservation:
• Enter a new reservation for the current day.
• Adjust the rate based on the situation.

Transfer the advance payment:
• If the original reservation had an advance payment, go to the "Folio" section in the original reservation.
• Use the "Transfer" function to move the advance payment item to the new reservation.

This way, you will maintain accurate records of payments and reservations.