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Manage reservations | Calendar | Bookers & Guests
Group Reservations With Different Dates
Group Reservations With Different Dates Do you have a group reservation where one or more of your guests is staying longer or departing earlier than the rest of the group? You can make this a linked reservation in order to keep everything on one invoice How to manage a group reservation with different checkout dates Open the group reservation or create one if it is not already. Click on the link icon of
Reservations Breakfast List
Reservations Breakfast List Many hotels and B&Bs offer breakfast as well as a stay making it helpful to have a breakfast list. The breakfast list is automatically generated within the RoomRaccoon system. To view your breakfast list simply navigate to your agenda above to the reservations breakfast list. Here you can view all guests requiring meals during their stay. Guests with breakfast included ar
Connect a reservation
Link reservations and invoices. Do you have a guest who returns on a weekly basis and would you like to invoice this in one go? This is now possible by linking the reservations together! Open the reservation of the guest's next arrival date. Click on the 'link' icon of the reservation. Search the reservation by name or reservation number, select the reservation you want to link and click on save. !(https://storage.crisp.chat/users/helpdesk/website/61587d0079e73400/screenshot-2
Guests & Bookers
Guests & Bookers Your hotel or B&B is home to many guests. However it's not always the case that these guests have booked themselves in, especially if you welcome frequently corporate guests. Therefore, your RoomRaccoon PMS makes a difference between bookers and guests. Bookers Every reservation should have a booker which is why you always should fill in this information first while making a booking. A booker is the person who makes or requests the booking. The details of the booker a
Adding Add-Ons to Existing Reservations
Adding Add-Ons to Existing Reservations If a reservation is already made and the guest wants to add a few extras in the form of add-ons, you can easily add these to the system. Click on the reservation in your calendar icon Click on a reservations. Click on the add-on field under the pricing on your right hand side. Add the add-on here and click on save.
Stripe: what if the payment failed?
When the guest is redirected from the Booking Engine to Stripe, the following happens between RoomRaccoon and Stripe: The reservation is cancelled at the same time as the status in RoomRaccoon (not as a pop-up, but in the background). The payment is debited from the bank account of the client/guest. The payment must be made in Stripe by the customer / guest The payment must be made in Stripe by the customer / guest. The payment is offered by Stripe and is available
Viewing Saved Credit Card Details
To view credit card details stored in RoomRaccoon follow the steps below: Open reservation Click on Booker Name (you’ll be able to see if a credit card is attached to the profile with the symbol next to the guest name as indicated below) Insert
Why Should I Check My Guests Out?
Why Should I Check My Guests Out? Check-out is an important point of contact and often the last chance to make a good impression on your guests. RoomRaccoon makes check-out as smooth as possible. During check-out, the guest is in front of you and it’s nice to not have to dig around for all the printed bills (which were prepared the night before) and find the right invoice? With our one click check-out you can open the guest's reservation and print out the invoice. Another coke from the miniba
How do I block/close a room?
Blocking a room in your RoomRaccoon PMS prevents it from being bookable via booking channels. The room in fact is closed. The status blocked also makes sure that the room does not count for your occupancy rate in your reports. Click on the day and the room you would like to block, like you are entering a reservation. Set the arrival date on the first day of the block and the departure date on the last one. If you want to add more rooms, click on the add more rooms button
Charging (Virtual) Credit Cards via RoomRaccoon
Charging Virtual Credit Cards via RoomRaccoon In order to be able to charge (virtual) credit cards, everything must be set up correctly. In this case, RoomRaccoon will receive the data from the relevant channel and then automatically place it in the box with the booker, so that you can immediately see whether the credit card is available and can then charge it. Please note that different OTA’s will charge the VCC on different days. Agoda - day of departure Expedia - day of departure
What is a channel correction?
The c_hannel correction_ indicates that your guest has booked a room for another rate than specified in your RoomRaccoon account. The price difference needed to be corrected. RoomRaccoon PMS always applies the rate that the guest actually booked. A channel correction does not necessarily mean that something is wrong. Let us give you the most likely causes for a channel correction: Promotions & Genius Booker discounts A lot of booking channels such as Booking.com encourage h
Channel Corrections The channel correction indicates that your guest has booked a room for another rate which is not specified in RoomRaccoon. When a booking comes in with a different rate from an OTA, the reservation will be notes as “promotion” even of you haven’t added the promotion on RoomRaccoon. The most common reason this happens is because booking channels have their own promotions. Even though you have not setup promotions on your booking channels, Booking.com and Airbnb have their
How to Move Bookings (Drag&Drop)
How to Move Bookings (Drag&Drop) Drag and drop your reservations can be done in 2 ways. 1. Dragging from within the same roomtype. When you do this, the room will just switch and there will be no rate change. **2. Dragging to a different roomtype. ** When you do this you will be asked if you want to keep price or calculate a new rate price. If you have chosen the first option, the booked rate will be kept. Think about using this when you are giving a free upgrade. If you do c
Connecting Add-Ons on an Invoice to a Specific Day
Connecting Add-Ons on an Invoice to a Specific Day On RoomRaccoon you are able to link add-ons to a specific room or a specific day and this will correspond on the invoice. How to link add-ons to a specific day or room Go to the pricing section of the reservation and add an add-on. Click on the link icon to link the add-on to a specific day. !(https://storage.crisp.chat/users/helpd
Help, I have a Channel correction!
_RoomRaccoon has a function within the system called channel correction. Its name may scare some users, but what is a price deviation and how can I deal with it? _ The price deviation The price deviation actually says everything it does. There is a demonstrable difference between RoomRaccoon and the channel in question which causes the price to adjust both with a minus amount and sometimes with a higher amount. The price deviation ensures that the correct amount is always commu
What is the booking history?
Check out RoomRaccoon's booking history. RoomRaccoon PMS keeps track of what happened and when changes were made. Useful, isn't it? To view the history of a particular reservation, simply open the booking via RoomRaccoon's agenda. At the top of the page, you'll find the history button. Here you can see all the changes that have been made. Have a question about a reservation? So it's a good idea to take a look at the booking history first.
Corporate booking arrangements and Tour Operators
Many tour operators are used to having some sort of access to a Hotel’s PMS, so that they can make bookings without necessarily having to phone the Hotel or make a booking on the hotel’s booking button where credit cards are usually required. With RoomRaccoon corporate booking arrangements can be made where certain companies or tour operators with whom you’ve made a special agreement with can book on your booking button, receive their discounted rate as well as finalise the booking without
Reservation Status via Colour Codes
It is a very helpful feature for your hotel or B&B to instantly recognise the status of a booking right in your agenda without first having to open every single reservation. Let us have a look at the different statuses that you can assign to a booking in your RoomRaccoon PMS. Blue | Confirmed booking: These bookings are confirmed. Green | Check-in: While checking in a guest, you should change the status of a booking from booked to checked-in. This will help you to quickly see whom of
Group Reservations In Roomraccoon you can connect various rooms to one reservation by linking the rooms to the main booker if you have a large business group or family at your property. Here are a few key points on group reservations and how to create them. All rooms booked within a group always have to have the same arrival and departure dates however you can [link group reservations with different dates](https://help.roomraccoon.com/en/article/group-reservations-with-different-dates-10
Sending document manually
How do you manually send a document? You can do this by using the envelope icon in your reservation, at the bottom of the reservation you will see all the documents. No envelope? Then you have not added a mailadres to your booker and you would need to do this first. When you have entered the correct email address to the booker, the envelope will appear. By clicking on it, you will see the email address appear. You can change this if you wish and then you can send the document. How do yo
I have a no-show from Booking.com or Expedia. What should I do now?
Sadly it happens to the best of us hoteliers. You have prepared the room for your guest who has booked via Booking.com or Expedia and then... nothing. He or she simply does not show up. You have a no-show. Mark the booking as no-show in Booking.com Open the reservation in your Booking.com Extranet. Here you will find a button to mark a guest as a no-show the day after the planned arrival date. Make sure to always mark no-show guests as Booking.com will cancel the commission fe
Setting Reminders for Reservations
How to Set Reminders for Reservations On RoomRaccoon you are able to set reminders about guest reservations. You can do this by accessing the reservations and setting a reminder before (or after) the guest stays at your property. How to Set Reminders Access reservations (calendar icon) Click on the reservation you want to set a reminder on. Click on the bell icon Provide de
Charge Card or Payment Request via a Payment Service Provider (PSP)
With the use of a payment service provider (PSP), you have a very useful tool in the financial management of your accommodation. Firstly, it simplifies the collection procedure for your guests on a large scale. Secondly, it makes the entire procedure much safer, and more professional. Last but not least it may save a decent amount of money on settlement costs. But how does everything work? Your guest makes a reservation for your accommodation through your Booking Engine. RoomRaccoo
How to add a new booking
Making a new booking for your hotel or B&B is very easy with your RoomRaccoon PMS. Navigate to your agenda tab and use the date picker to navigate to the date that your guests wishes to arrive. In your agenda, you instantly can see which of your rooms are available. Click on an empty room in order to start making the booking. Reservation page When clicking on an empty room, RoomRaccoon opens the reservation page for you. Always start with searching for a booker or add a
Linking Payments We’ll explain linking payment to invoices below: Open the selected reservation: Under the payment section make sure the payment is added, if not, add the payment: Click on the icon in between the date and the cost: !(https://stora
Locking a booking
Once in a while a guest prefers a specific room. Lock the booking in your RoomRaccoon PMS to a specific room so that you or your colleges can no longer (accidentally) move the booking to another room. Click on the reservation On the guest bar, click on the lock icon Click on save
Invoicing in RoomRaccoon
In the RoomRaccoon account it is possible to send invoices, split and credit where necessary. This is a very extensive part of the system, click on the article you have questions about. FAQ over invoicing Invoicing within RoomRaccoon How does the Proforma work? Accounting software. Xero and Quickbooks Stripe
What Is an Affiliate Program?
What Is an Affiliate Program? Often, our next-door neighbours can be our best ambassadors. How? Through an referral program! Let's start with the most basic program we all host on a daily basis: booking OTAs like Booking.com, Expedia or Airbnb. How does it work? We make our accommodation available on the booking platforms and pay a commission for each of them. But why don't we do the same to increase the direct booking fee? Stop and take a look around. Probably in your area there a
Checked Out a Reservation by Accident
Checked Out A Reservation By Accident It’s possible that you’ve clicked on check-out by mistake on a reservation which you wanted to cancel. This means that the room is not available to be booked for the day and cannot be dragged and dropped. If you want to make the room available again follow the steps below. Simply open the reservation and scroll to the guest details. Click on the drop down a
Different Ways to View Your Agenda
Different Ways to View Your Agenda According to the characteristics and way of working in your property, the RoomRaccoon system allows you to choose different ways of viewing the agenda. Learn everything here. Three types of visualisation Standard View !(https://storage.crisp.chat/users/helpdesk/website/e36f80ffd37fd000/c5312c20-1ce7-48fc-8933-e81d4f_1
Price agreement for business bookers
As a hotelier, you may want to have a few agreements with different companies who stay in your hotel or B&B on a regular base. Ideally, these companies should be able to book with you directly via the booking engine and have their negotiated rate automatically in place. With RoomRaccoon, this is possible! Go to the main booker of the company and add all data of the compa
How do I change the price manually?
Someone has booked with you for the fifth time. You feel like you want to thank them by changing the rate manually to a discounted rate. Or maybe a few friends have booked with you directly and you want to offer a friend discount. All reason why you would want to manually adjust the rate in the reservation. Click on the reservation you would like to adjust Add the rate-type to the reservation. Do this by clicking on the arrow icon in the reservation: !(https://storage.cr
At hotels and B&Bs you often get to deal with business guests. Sometimes you have a price agreement with certain guests and sometimes you have a price agreement with an entire company. But how are these bookers are created? Separate business booker with a price agreement: Create a booker under the icon on the left (the doll). Here you can search for an existing
One can easily see the payment status of a booking by looking at the colour of the corner in the calendar. Step 1: Go to your calendar overview. Step 2: Take note of the top right corners of the booking blocks. Here follows a list of what each colour represents: Orange corners = No payment received Yellow = Partially paid !(https://storage.c
What Do the Different Colour Codes Mean in Reservations
What Do the Different Colour Codes Mean in Reservations On your RoomRaccoon agenda we want you to instantly recognise the status of a booking hence we have colour-coded this view for your convenience. What do the colours mean? Blue: Confirmed Booking Green: Checked-in - When checking in a guest the status of the reservation should be changed from “booked” to “checked in” (and click Save). This will let you know which guests you are still expecting for arrival. Light Blue:
Connecting Two Bookings With Different Dates
Connecting Two Bookings With Different Dates On RoomRaccoon you can link two bookings in an instance where a guest spends their first few nights in one room and then moves to another room at a later stage due to unavailability of initial room or a room upgrade. You can link these reservations so that they are invoiced to one guest. Here’s How: Open the reservation or create one if you haven’t already made one. Click on the link icon in the reservation to make a linked reservation.
What Should I Do When I Receive a Cancellation
What Should I Do When I Receive a Cancellation Cancellations are unfortunate however in the hospitality industry they are inevitable. The best way to deal with cancellations is to ensure that the room which was unavailable for booking becomes available again. What Should you do when you receive a cancellation Cancellations should always be done via the channel on which the booking was received. Bookings received from Booking.com or Expedia should be cancelled on these platforms firs
How To Send A Document Manually
How To Send A Document Manually You can manually send a document When you create or cancel a reservation manually, you will also need to send the guest’s document manually. How to send a document manually Open the reservation in question from your Agenda. Scroll down, on the left you will find the Documents. !(https://storage.crisp.chat/users/helpdesk/website/61587d0079e73400/aman2_groe
How to Add a Reservation to the Agenda
How to Add a Reservation to the Agenda A guest calls and wants to make a reservation. This article will explain you step by step what you need to do in order to add a reservation to the agenda. Follow these steps Open your agenda and click on the white box below the date and next to the room type that the guest wants to book. Example: Room 05 for 25 February A new
How to Overbook Rooms
How to Overbook Rooms Overbooking is a feature which allows you to have more bookings than availability as a contingency for cancellations. This is usually used by larger hotels with more flexibility arrangements with other properties so that if there are overbookings they can move guests to other hotels. This feature is available and optimised for RaccoonRev, for more on this click here. To set this u
How to Add Company Bookers
How to Add Company Bookers RoomRaccoon offers negotiated rates with companies that regularly stay at your property. You can add multiple bookers for a given company as long as this is linked to the main booker information. How to add multiple bookers in a company Separate business booker with a price agreement By clicking on guest history (left side of the screen), you can click on a boo
How to Block or Close a Room
How to Block or Close a Room Blocking a room in your RoomRaccoon PMS prevents it from being bookable via any of your booking channels. The room is in fact closed, the status blocked also makes sure that the room does not count as one of your occupancy rates in your reports. How To Block A Room Click on the day and the room you would like to block, like you are entering a reservation. !(https://storage.crisp.chat/users/helpdesk/website/61587d0079e73400/screenshot-2020-09-30-at-10375_
How to Lock a Booking
How to Lock a Booking Some of your guests might be VIP guests or guests who only stay in a specific kind of room on your property. RoomRaccoon allows you to lock these kinds of bookings to a specific room so that you or your colleagues will not be able to move (accidentally) the booking to another room. How do I lock a booking? Access the reservation. On the guest bar click on the lock icon Click Save !(https://storage.crisp.chat/users/helpdesk/website/61587d0079e7340
Booking Timeline When changes are made on bookings, the RoomRaccoon PMS records all these changes that will be visible to you through the booking timeline. To view the timeline of a particular reservation Simply open the booking via RoomRaccoon’s PMS. At the top of the page, you'll find the history button. Here you can see all the changes that have been made. View which parties executed any change on the booking and which date these changes were made. !(https://s
Why I Can’t Change the Date on an OTA Booking
Why I Can’t Change the Date on an OTA Booking In RoomRaccoon you are able to change the dates of a reservation of a direct booking that has been made manually or via the booking engine. OTA reservations cannot be changed in RoomRaccoon as any date changes need to be made on the OTA and communicated through to RoomRaccoon. Contact the OTA directly and request the change, this will be communicated to RoomRaccoon through the channel manager. Good to know For more on how to make chang
How to Add Remarks for the Day
How to Add Remarks for the Day You can add daily remarks to your reservations agenda. To add daily remarks Access your reservations (calendar icon). Click on the day you’d like to add a remark. Add the remark and click save. When you click on the day in your agenda it will show the remark for th