Are there any best practices in entering guest extensions to ensure KPI tracking is correct (eg sales channel, number of guests etc.) and avoid conflicts with OTA trackings which trigger a commission?
Any tips would be helpful. Thank you!
Solved
Booking Extension Best Practices
Best answer by smehia
Hello
Well, I would add another reservation directly from the first reservation (so it would be part of the same reservation “group”) with the right data (maybe by replacing or deleting the OTA if the extra night is a direct request from the guest to you) and the right rate
You would then have to checkout the first reservation (the one coming from the OTA) and then do check-in for the new one (as the guest would stay in the same room I guess like for a regular stayover)
The only thing to pay attention to is to warn the housekeeping crew if they work with the phone app. Indeed the status of the room might be confusing as it’is going to put “check-out done” and then “arrival done” almost at the same minute. Just draw their attention to that and it should go smoothly
If you need any illustrative print screen just say it 😉
Hope it helps
Regards
Stephane
Hello
Well, I would add another reservation directly from the first reservation (so it would be part of the same reservation “group”) with the right data (maybe by replacing or deleting the OTA if the extra night is a direct request from the guest to you) and the right rate
You would then have to checkout the first reservation (the one coming from the OTA) and then do check-in for the new one (as the guest would stay in the same room I guess like for a regular stayover)
The only thing to pay attention to is to warn the housekeeping crew if they work with the phone app. Indeed the status of the room might be confusing as it’is going to put “check-out done” and then “arrival done” almost at the same minute. Just draw their attention to that and it should go smoothly
If you need any illustrative print screen just say it 😉
Hope it helps
Regards
Stephane
Hello
Thank you so much for your response! We really appreciate that. Yes please if it’s not trouble at all, would you possibly be able to create an illustrative print screen so I can help describe it to our team?
Again really appreciate the detailed response! :)
Best,
Also
Also
Yes indeed , you could also just extend the already existing reservation and deleting the OTA, but not sure it won’t delete it for the all stay and therefore ruin your statistics for the first night...that is why I’d rather do as explained.
Here are the screenshots on how to proceed from an already existing reservation
- from the already check-in reservation press the “+” icon
- proceed with the new reservation and change the date of course for the next night
-
Delete of course the OTA or company
-
Once you data is correct you validate your reservation and click on book now. The réservation “Group” remains the same of course
-
Then you can see this
-
You just have to check-out the reservation ending today and to check-in the reservation beginning today. Be careful to assign the same room so the guest won’t have to switch
-
Warn the Houssekepping about the room status change for the correct cleaning service type to be applied
Hope it helps 😁
Regards
Stephane
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