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Manage reservations | Calendar | Bookers & Guests
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 fee for th
Group bookings are marked by a blue corner in RoomRaccoon and light up together when hovering over one. Group bookings are characterised as follows: All rooms always have to arrive and depart together on the same date. If one person stays longer or shorter, this room has to be split from the group and entered separately. If the guests still wants one invoice for all rooms, you
How do I block/close a room?
How do I block/close a room? Blocking a room in your RoomRaccoon PMS prevents it from being bookable via booking channels. The room is in fact closed. The status blocked also makes sure that the room does not count for your occupancy rate in your reports. Steps 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_1v
Guests & Bookers
In your hotel or B&B you welcome many guests. Not all of these guests have booked for themselves, 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 are also stated on top of the invoice of th
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 who
Bummer, you receive a cancellation for a reservation. How can you make sure the room that was booked, will be bookable again very shortly? Cancellation of the reservation to make sure the room will be bookable again, always has to be done via the channel you received the booking in the first place. For example: when a booking was initially made via Booking or Expedia you have to cancel this booking there. However, a lot of channels will not allow you as a hotelier to cancel this reservation. Yo
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
Group Reservations with different dates
Group Reservations with different dates Do you have a group reservation where one or more guests stay longer or depart? Make this a linked reservation in order to keep everything on one invoice: Open the group reservation or create it if it is not already been done. Click on the icon of the group reservation to make a
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 hoteliers to set
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 Click on the add-on field under the pricing on your right hand side Add the add-on here and click on save. The add-on can be a manual add-on,
Checked out a reservation by accident
Did you accidentally check out a reservation? As you've probably seen, you can't change the status anymore after checking out. This is because an invoice is created immediately when you change the status to check out. What is the best way to deal with this? Reservations should have been cancelled; Instead of cancelling the reservation you checked the reservation out, how do I get the room available again? After checking out, you can't drag and drop the reservation anymore. Open the reserva
How to cancel an iCal booking
How to cancel an iCal booking If a booking is being cancelled on a booking channel that is connected to your RoomRaccoon Channel Manager with an iCal connection, the booking is not being cancelled in your RoomRaccoon agenda automatically. Why? RoomRaccoon simply does not get notified about it by the booking channel. But no worries, you will receive an e-mail of the booking channel informing you about the cancellation. Please make sure that you cancel the booking in your RoomRaccoon age
Many hotels and B & Bs offer breakfast as well as a stay. In that case it is often useful to have a breakfast list. The breakfast list is automatically generated in the RoomRaccoon system. Navigate in the agenda above to the breakfast list. If you click on this, you will come close to the breakfast lists. There can be filtered here on the people who do have breakfast, do not have breakfast or everyone who is in the hotel. Here, the breakfast lists can also be generated in advance by selec
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 are dozens of restaurants, shops specializ
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 communicated
How to see the payment status of a reservation 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 = Part
How to send a document manually
How to send a document manually When you create or cancel a reservation manually, you will also need to send the document manually. This article explains how it works. Step by step Open the reservation. On the left side, you will find the section "Email & print documents". Select a document. Click on the paper plane next to the document. Check the email a
Would you like to receive notifications of your new reservations anytime, anywhere? Then install RoomRaccoon's mobile app! With this app, you will instantly be notified of new bookings via push notifications which also allows you to immediately assign the reservation to the correct room. Download the app here in the Apple Store or the Google Play Store Download for Apple [Download for Android](https://play.google.com/store/apps/det
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
Connecting add-ons on an invoice to a specific day
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. Check that the add-on has been posted for a specific day and choose the correct date. Do you have a [group reservation](https://support.roomraccoon.
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.crisp.chat/use
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 a cr
Charging (virtual) credit cards via RoomRaccoon
Update availability In order to be able to tax (virtual) credit cards, everything must be set up correctly. When this is the case, RoomRaccoon will fully receive the data from the relevant channel and will then automatically be placed in the Stripe box with the booker, so that you can immediately see whether the credit card is available and can then tax it. Important to pay attention: Firstly you have to have set up at Booking.com that the CVC / CCV code is mandat
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 password used to lo
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 ** Compact View** !(https://storage
How to move bookings (Drag&Drop)
Drag and dropping your reservations can be done in 2 different ways. Dragging from within the same roomtype. When you do this, the room will just switch and no rate change will be asked because the im technically speaking the same. Dragging to a different roomtype. If this is done you will get the question if you want to keep price or calculate a new rate price. If chosen for the first option, the booked rate will be kept. Think about using this when you are giving a free upgrade. If
Price agreement for business bookers
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 com
Company bookers 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 exi
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 the guest. RoomRaccoon helps you to make the check out as smooth as possible. During check-out, the guest is in front of you. How nice is it to not dig into the box with all the printed bills (which were prepared the night before) to find the right invoice? With one click on the button you can open the guest's reservation and print out the invoice. Another coke from the minibar? No problem! Adding a
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.
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
RoomRaccoon has a function within the system called Channel Correction. Its name may scare some users, but what is a channel correction and how can you deal with it in the best way? Channel Correction The Channel Correction actually says what it does. There is a demonstrable difference between RoomRaccoon and the channel in question, which means that the price has to be adjusted both by a minus amount or sometimes by a higher amount. The price deviation ensures that the correct amount is
Setting reminders for reservations
In RoomRaccoon it is possible to set reminders for specific reservations. Open the reservation and click on the bell icon: Remind yourself to check if a prepayment has been done in time Remind yourself to confirm an optional booking
How to make an Afristay connection live? Select settings tab on your RoomRaccoon account. Settings Select the connectivity tab on the top of your screen. Connectivity Scroll down to "Available Connections" and then select OTA. ![OTA](https://storage.cr
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?](https://help.roomraccoon.com/en/article/how-does-the-
How to overbook rooms
How to overbook rooms A functionality that is not suited to all hoteliers. Larger hoteliers often take the risk of selling more rooms than they actually have available. They do this to maximise their occupancy and take last minute cancellations and no-shows into account. Would you like to use this function? Contact our Customer Success Team! This feature is included with RaccoonRev! How does this work? When the overbooki
Manage Booking.com content through RoomRaccoon
Manage Booking.com content through RoomRaccoon Would you like to update your listing on Booking.com? This can easily be done in RoomRaccoon! How does this work? Click on the gear icon at the bottom left of the screen and open the connectivity tab. Under active connections, click on the green icon for the Booking.com tile. Click on > update listing on Booking.com to make adjustments to your listing. Once you have made the necessary changes, click on > **u
How do I manage a reservation that closes a room automatically?
How do I manage a reservation that closes a room automatically? Let us explain how you handle a reservation that closes a room automatically. How does it work: When a reservation is created on this roomtype, a block on the other room is shown. This block is green and looks different than when you normally block a room. Would you like to change the date of the reservation? You can do this in the main reservation, the block automatically changes too. Is the reservation cancel
Operations Training Click here to watch our operations training. Content Intro How to create a booking Bookers and guests How to deal with group reservations How to link reservations How to deal with cancellations and no-shows How to check a reservation in and out How to change prices in a reservations Add-ons Invoicing Credit Invoices Payments Payments with Raccoo
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