We are facing an issue that causes confusion for both our team and our guests.

Currently, when we send a manual confirmation email or when guests check in online, the current room type is displayed. This also happens when we grant a free upgrade. As a result:

1.  Guests get wrong expectations – Sometimes we need to change the room type back to the originally booked one (due to availability). Guests then feel disappointed or even complain, since they saw the “higher” room type in their confirmation or online check-in.

2.  Guests get confused about pricing – For example, when someone books our smallest (cheapest) room and suddenly sees a more expensive type in the confirmation, they often worry they will be charged extra, even though it was just a free upgrade.

It would be very helpful if we could choose to always show the originally booked room type in guest-facing communication (confirmation emails, online check-in), while still keeping the upgrade visible internally for the team.

This would prevent misunderstandings, avoid unnecessary discussions, and keep communication with guests clear.