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'Easier to change customer on a reservation' has been merged into this idea

Property Operations & PMS: Reservation management

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Be able to change the customer without have it add them as an additional guest first

You should be able to change the customer on a reservation without first having to add them as a companion. The current process creates an unnecessary and inefficient workflow.

For example, if a booker initially makes a reservation under Joe Smith but later wants to change the guest name to Jane Doe, the hotel reservations agent must:
1. Change the reservation to two guests
2. Add Jane Doe as a companion
3. Assign Jane Doe as the primary guest
4. Remove Joe Smith from the reservation
5. Change the reservation back to one adult

That’s five steps just to change the guest name. There should be a single step: a “Change Customer” option, that allows the agent to select or create a new customer, similar to how it works when making a new reservation.

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Jason Copus shared this idea  ·   ·  Report…  ·  Admin →
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  • Laila Sæbø commented  ·   ·  Report

    As of today, to change the customer on a reservation you need to go to the Group tab and choose "Add existing customer". This is not very efficient, and it also seems to be a bit confusing. Instead of actually changing the guest profile for the reservation, we experience quite often that profiles are wrongly merged or the guest name is overwritten and causes errors following this.

    Is it possible to move the "Add existing customer" to the Property tab where you do all other reservation changes? Maybe also change the naming to "Change guest"?

  • Leif Penning commented  ·   ·  Report

    Hi, question: You are able to change the profile in the reservation without changing the booking profile.
    So you could add the brother to the reservation without changing the reservation or changing the booker's profile. The reservation also remains in the same group so that the connection continues.
    Or am I misunderstanding your point?
    Best regards

  • Marilyn Monsalve commented  ·   ·  Report

    If we hold a multiple reservations under one profile until we have everyone's name, we should be able to update the reservation profiles without changing all the profiles and without having to cancel and rebook the reservation. Same goes for a guest with a room checking in tomorrow and then in 2 months if that guest can't make the booking, but gifts the stay to his brother, we should be able to change the profile attached and not change the name on the two months from now reservation.