💥 Actively encourage people to book extensions over the desk!
Here's how to extend reservation, step-by-step:
1. Open 3 tabs in CMS
↪New booking
↪Blocking chart
↪Guest's current in-house folio
2. First check if the guest's room type is available for the dates of the extension. If the same room type isn't available, offer the most similar option (in that case give free late check out or locker if possible).
3. If the same room type is available, go to the blocking chart and free up their current bed allocation.
If the same room type is not available, try to allocate the guest so it makes most sense in the blocking chart (block of reservations of same duration, fill out the rooms)
4. Provided we have the availability for this extension, go to guest's current in-house folio
5. Select Copy and then click Ok on the pop-up window.
6. Adjust the dates to reflect the guest's extension (the new folio's arrival date should match the departure date of the original folio)
7. If city tax is required at your site, remove all City Tax extra charges applied to the booking. These are copied for old dates. New City Tax will be added after saving changes.
8. At the bottom of the folio, change Booking Source to Extension
9. Save
10. Make sure there is a bed allocated. Tick the Lock Room Assignment box.
11. Go to Stay Details and adjust the rates if necessary - copied rates from the original folios might not be correct.
12. Go to Flags and select 'Add New'
13. If the guest is staying in the same bed/room add the flag 'Extension, Staying in Same Room' and leave a comment 'Same room' or something similar in Flag Details. If they're moving, add the flag 'Extension, Changing Room'. Indicate the original room number in the Flag Details.
14. Change flag date to the arrival date of the extended folio.
15. Save
16. Mark all extension in the Housekeeping report as Stay or notify the Housekeepers directly for later same-day extension.
❗️If the guest was a member of a group booking, do not follow this process but treat it as a walk-in reservation instead.