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Reservations
View a reservation
View a reservation
Updated over a week ago

To view a reservation, go to the Reservations page.

View a reservation

To view a reservation, follow these steps:

  1. Go to the Reservations page.

  2. Use the filters to search for a certain reservation (for example, you can search by booking reference, or booked on, check-in or check-out date).

  3. Click Search.

  4. Locate the reservation and click on its booking reference to open the reservation.

  5. A sliding window will appear, showing different sections. Read the below sections to learn more about each of them.

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Reservation details

Click on a reservation to view its details. At the top of the page, the following details will be displayed:

  • Reservation ID — the identification number generated by the channel and provided to the guest for a unique booking.

  • Name of the channel — the channel the reservation was booked on; will show as "Via <channelname>". For example, if the reservation was made through your booking engine, you would see "Via Direct booking" beside the reservation ID.

  • Connectivity status — the status of the delivery of the reservation from our platform to your integrated connectivity — showing either Delivered, Pending, or Failed. The connectivity status only appears for properties connected to a PMS (property management system), CRS (central reservations system), or RMS (revenue management system).

  • Booking status — the date and time the reservation was Booked , Modified , or Cancelled.

Click on the ellipsis button (...) on the top right of the reservation to find the resevation’s Actions menu, which contains the following options:

  • Cancel reservation — only available for direct bookings.

  • Modify reservation — only available for direct bookings.

  • Anonymize reservation

  • Resend confirmation to guest — only available for direct bookings.

  • Print reservation details

  • Mark as no-show — only available for direct bookings via Demand Plus.

General

Note:

  • To ensure data protection, guests’ personally identifiable information (PII) is masked 180 days after their reservation check-out date.

  • 18 months after their check-out, reservations are deleted from our system and will no longer be searchable.

  • Main guest name — the name of the main guest staying at the property.

  • Check-in — your guests’ arrival date.

  • Check-out — your guests’ departure date.

  • Length of stay — the number of stay nights.

  • Approximate arrival time — an estimated time your guest will arrive at your property. The guest can choose to share this information during the booking process.

  • Total — the total amount charged for this reservation.

general-reservation-details

Guest details

Shows details of the Main guest :

  • First name — the name entered by the guest/booker at the time of booking.

  • Last name — the surname entered by the guest/booker at the time of booking.

  • Address — the address entered by the guest/booker at the time of booking.

  • Company — if applicable, the company name entered by the guest/booker at the time of booking.

  • Contacts — the e-mail and phone number entered by the guest/booker at the time of booking.

Main guest details

Room details

  • Room type — the name of the room type booked.

  • Room rate — the name of the room type booked.

  • Room total — total room amount excluding extras. If the reservation was booked using a promotional code, you would see the Promotion code beside the room total field.

  • Guests — icons and numbers per each guest included in the reservation will be shown here. The icons displayed represent (from left to right): Adults , Children and Infants.

  • Room cancellation policy — only applicable for reservations made through your direct booking engine, the Room cancellation policy established the rules for cancelling this room rate.

  • Penalties — only applicable for reservations made through your direct booking engine, the Penalties determine whether a guest will be charged a fee based on specific conditions, such as the number of days left before check-in.

Note:

  • If the reservation includes more than one room type booked through different room rates, you will see the details of each room type and room rate booked, and the guests included in each.

  • If any of the occupancy icons appears greyed out, it means that this particular type of guest has been set to 0 on the room rate settings.

  • The Room cancellation policy and Penalties fields are only applicable for reservations made through your direct booking engine. Clicking on their down arrows will display what has been set for the room rate in Direct booking > Configuration > Cancellation settings.

Notes and preferences

This section shows comments your guest/booker added at the time of booking. (Learn how you can add your own notes for direct bookings in the article titled 'Modify a direct booking reservation'.)

Extras

Only applicable to direct booking reservations, this option shows if there is any extra included in the reservation.

Payment summary

  • Payment reference — this field only appears if there was a payment already taken for the reservation, it shows the number that identifies a payment made via an integrated payment gateway.

  • Payments taken — this field only appears if you have an integration with SiteMinder Pay, it shows the amount charged to the guest made through SiteMinder Pay.

  • Manage payments — this button only appears if you have an integration with SiteMinder Pay, it allows you to charge, set up auto-payment, and manage payments for this reservation on SiteMinder Pay, our payment gateway.

  • Deposit amount — this option will only show an amount if there are deposits enabled for this room rate on your Booking Engine and if, therefore, any amount has been charged to the guest as a deposit. If the room rate doesn’t have deposits enabled, you will see a message stating “No deposit enabled”.

  • Outstanding balance — the amount remaining to be paid by the guest.

  • Total — the total reservation amount. You can find a small breakdown of the total below showing:

    • Room — shows how much is being charged per room on this reservation.

    • Extra total — shows how much is being charged per extras on this reservation.

    • Taxes and surcharges included total — shows how much is being charged per taxes and surcharges on this reservation.

payment summary

Credit card details

Payment card details are provided by most booking channels. Admin users and General users can view these details.

credit card details
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