Wix Hotels by HotelRunner: Managing Your Reservations

Important:

• This article refers to the latest version of Wix Hotels by HotelRunner. We are in the process of releasing Wix Hotels by HotelRunner but it's not available to everyone yet. Sign up for more information about Wix Hotels by HotelRunner and join the beta.

• For information on the previous version of Wix Hotels, click here.

The Reservations tab is where you can add, filter and update your reservations and guest information. You can also customize how you view your reservations by adding or removing columns.

In this article, learn more about:

• Adding reservations

• Filtering your reservations

• Updating your reservations

• Canceling upcoming reservations

Adding reservations

You can add reservations manually and include important information such as the reservation dates, room, meal plan, and more. You can also update these details in the Reservations tab at any time.

Important:

• Make sure to add room identifiers. If a reservation doesn't have a room identifier, it doesn't appear properly in the reservation calendar, and only shows that the room is booked. You can find missing reservations (without a room identifier) in the Reservations page.

• When you manually add reservations, be careful not to accidentally overbook a room. Make sure to check your availability in the Reservation calendar before making the booking. When you overbook, a red line displays under the overbooked room in the reservation calendar.

To add a reservation:

1. Go to Reservations in your site's dashboard.

2. Click + Add Reservation at the top.

3. Fill out the Reservation details:Check-in: Click to select the relevant Check-in date and time.
   Check-out: Click to select the relevant Check-out date and time.
   Adults/Children: Select the relevant number of guests from the relevant drop-downs.
   Room type: Select the relevant option from the  drop-down.
   Rate plan: Select the relevant option from the drop-down.
   Meal plan: Select the relevant option from the drop-down (if you include a meal plan with the room type).
   Room identifier: Select the relevant option from the drop-down. This can include room numbers or room names, for example, "Presidential Suite" or "Beach Hut."
   Price calculated: Choose whether you apply the price Per night or for the Entire Stay.
   
   Price: Choose from the following options:Apply rate plan: Click Apply rate plan to assign the relevant rate plan pricing for the room.
   Custom price: Click to enter a custom price in the Price field. This is useful to make up for any inconvenience or issues guests may have experienced making their reservation or arriving at the hotel.
   

4. Fill out the Contact details:Add your main contact: Enter the guest's name and select them from the list or click + Add New Contact.
   Tip: After adding the main contact, click Edit to add their phone number, email and billing address. You can update their details at any time from the Guest Relations tab in your site's dashboard.
   Email reservation details to the guest: Select the checkbox to send reservation details to guests via email.
   Add your channel: Enter the relevant channel through which the guest learned about your hotel.
   

5. Fill out the Extra details:Reservation source: Choose the relevant option from the drop-down. Tracking your reservation sources is useful for understanding your guests and how effective your marketing is.
   Confirmation number: Enter a confirmation number in the field.
   Special requests: Enter any special requests from the guests, including "early check-in" or "late check-out."
   Note: If you email the reservation details to the guest, their special requests are included in the email.
   

6. Click Add Reservation.

Filtering reservations

Organize and filter your reservations so you can see only the most relevant and useful information. You can filter the Reservations tab by reservation type, date range, room type, source and status.

To filter your reservations:

1. Go to Reservations in your site's dashboard.

2. Click Customize view at the top.

3. Select the checkboxes next to all relevant data you want to view. This can include check in/out dates, contact name, booking date, and more.

1. Click the drop-down at the top and select the relevant option.

What's next?

Click More actions at the top to Print, Create an excel file or create a PDF of the filtered view. This is useful for storing your records offline as well as for future reference and analysis.

Updating reservations

You can update reservation details, such as the guest's name, dates of stay, or room type at any time. This is great for last-minute changes in guest's plans or to correct errors in the initial reservation.

To update a reservation:

1. Go to Reservations in your site's dashboard.

2. Hover over the relevant reservation.

3. Click Edit.

4. Choose what information you want to add or update:

Check-In

You can check guests after confirming the details of their reservation when they arrive.

To check guests in for their stay:

1. Click Check-in at the top.

2. Select the correct room from the Select a Room drop-down.

3. Click Check-in.
   Tip: The reservation status updates automatically in the Reservations tab after you click Check-in.

Mark as paid

You can manually mark as a reservation as paid. This covers the entire reservation fee. You cannot undo this action and you also cannot add any extra fees or charges once the reservation has been marked as paid.

To mark a reservation as paid:

1. Review the reservation summary details on the right.

2. Click Mark as paid.

General info

Update reservation dates, room type, rate plan, and more.

To update the reservation's General information:

1. Click to adjust any of the reservation details including:The check-in/check-out dates and times.
   The total number of adults and children in the reservation.
   You can also click the drop-downs to change the room type, rate plan or room number.
   

2. Click Update Reservation to save the changes.

Guests and contacts

Update main contact, channel, and additional guests.

To update the reservation's Guests and contact information:

1. Click the Expand icon  next to Guests and contacts.

2. Choose what you want to update:

3. Click + Add new guest to add more contacts to the reservation.

4. Click Edit next to the Main Contact to update their information.

5. Click Edit next to Channel to update where the reservation came from.

Daily rates

Update the room’s daily rate and include discounts.

To update the reservation's Daily rates:

1. Click the Expand icon next to Daily Rates.

2. Click the Expand icon next to the relevant day(s) you want to update.

3. Enter the Room rate. This is a great way to incentivize guests to extend their stay, by offering lower rates for additional days.

4. Enter the Discount amount (if applicable). You can also offer discounts on daily rates, which is a great way to improve guest relations.
   Note: You can offer a different room rate and a discount, both of which can reduce the price. Make sure to check the updated price before updating the rate to avoid undercharging.
   

5. Click Update Rate.

6. Repeat steps 2-5 for each daily rate you want to update.

Payments

See payment status and details.

To update the reservation's Payments:

1. Click the Expand icon next to Payments to view the payment status and details for the reservation.

Notes and special requests

View and update your guest’s requests for the reservation.

To update the reservation's Notes and special requests:

1. Click the Expand icon next to Notes and special requests.

2. Choose what you want to do:Click Edit next to any existing notes or special requests to update them.
   Click + Add new Special request and enter the details.
   Click + Add new note and enter the details.
   

Additional fees

View and update fees for extra services, taxes and more.

To update the reservation's Additional fees:

1. Click the Expand icon next to Additional fees.

2. Choose what you want to do:Edit: Click the More Actions icon  to Edit an existing additional fee.
   Delete: Click the More Actions icon to Delete an existing fee.
   
   Add extras: Click + Add additional fee.Click to Extra under Fee type.
   Select the relevant Extra from the Extra type drop-down.
   Select the relevant options from the Sales department and Revenue account drop-downs.
   Select the relevant option from the Repeat type drop-down.
   Enter how many times the extra repeats in the Repeat count field.
   Enter the charge for the Extra in the relevant field: Per room, Per adult, or Per child.
   Click Save.
   
   Add fees: Click + Add additional fee.Choose Fee under Fee type.
   Enter the relevant Fee in the Fee Label field e.e. "Cleaning fee".
   Select the relevant options from the Sales department and Revenue account drop-downs.
   Select the relevant option from the Repeat type drop-down.
   Click the Days drop-down.
   Click to select the checkbox next to the relevant days on which you apply this fee.
   Enter how many times the extra repeats in the Repeat count field.
   Enter the fee amount in the relevant field: Per room, Per adult, or Per child.
   Click Save.
   

Canceling upcoming reservations

You can cancel reservations at any time, but make sure the client definitely wishes to cancel, as you cannot undo this action, and will have to create a new reservation manually.

To cancel an upcoming reservation:

1. Go to Reservations in your site's dashboard.

2. Hover over the relevant reservation and click Edit.

3. Click the More drop-down in the top right.

4. Click Cancel Reservation.
   Note: This action cannot be undone.

Note:

Sometimes, the cancel reservation option may not appear if it is already past the check-in date.

To cancel the reservation:

1. Change the check-in date to a date in the future.

2. Click Update Reservation.

3. Follow steps 1-4 in the section above to cancel.