Reservation detail

The reservation detail shows a single reservation with everything that belongs to it: the guest, the reserved variation, the guest's message, the deposit, the reservation confirmation and the cancellation. Here the hotel requests the deposit, confirms the reservation or cancels it. The menu path is Reservations › a reservation in the list.

A guest has requested a reservation. The hotel asks for a deposit and confirms the reservation as soon as the deposit has been received.

At the top, after “Status:”, is the state of the reservation. A reservation is “unconfirmed”, waits for a deposit or a credit card, is “confirmed”, “annulled” or “canceled”. Whether “Angeld” or “Anzahlung” appears there is set the same way for all reservations of the hotel.

The tabs “Pre-Stay”, “On-Stay” and “Post-Stay” lead to the messages before, during and after the stay, the “Wishlist” tab to the reservation's wishlist. “Go to guest” opens the guest's record, “Conversation” the conversation of the request to which the reservation belongs.

The block shows the guest's “Name”, “Email address”, “Phone number” and “Address”, plus “Reservation request on”, “Offer/variation”, “Reservation n.”, “Period”, “Total price”, “People”, “Room”, “Meal plan”, “Rate”, “Cancellation policy” and the “Message from the guest”. Above it, for every other open offer of the same guest from another process, there is “To the other offer”; clicking it opens that offer.

For a reservation without an offer that was confirmed silently and that no employee created, the page shows the origin of the request instead of the “Deposit” and “Reservation confirmation” blocks.

“Change reservation...” and “New offer...” open the offer wizard. Both are greyed out if the arrival has passed, for MICE, for rooms with different periods, for several meal plans, for reservations with travel insurance and for annulled or canceled reservations. The hint on the button then gives the reason. For a reservation that was created by hand through “New reservation”, “Edit” changes “Offer no. / year”, “Total price”, “Arrival/departure” and “Building/hotel”.

As long as the reservation is unconfirmed, this block requests the deposit. “Text for deposit” (“Text for Angeld” at some hotels) must not be empty, and an “Amount” is required, except with “Credit card as guarantee”. “Deadline” (Spätestens) sets the due date of the deposit. “Deadline” (Frist) suggests a date for “Deadline” (Spätestens). It is based on the number of days that is stored in the settings; if no number is stored, “Deadline” (Frist) suggests the arrival date. If the date in “Deadline” (Spätestens) has passed, the list shows the reservation under “deposit due”.

The “Options” selection sets what the request asks of the guest. With “Bank transfer information only”, the guest is to pay the amount by bank transfer. With “Credit card as guarantee”, the guest is to store their credit card as a guarantee, without an amount. With “Bank transfer and/or credit card”, the guest can transfer the amount or enter their credit card.

The request goes by e-mail or WhatsApp. WhatsApp is only available if the guest has a confirmed WhatsApp number and a suitable WhatsApp template is active. Before a request has been sent, “Deposit is not necessary” (“Angeld is not necessary” at some hotels) declares the deposit unnecessary. After that the guest receives nothing, the reservation stays “unconfirmed”, and the block shows “The deposit was waived.” A text that has been sent can be changed and sent again with “Save and resend confirmation”.

The block appears as soon as card data exist for the reservation. “Show credit card information” shows “Credit card number”, “Card holder”, “Valid until”, “Security code” and “Issuer”, “Hide credit card information” hides them again, and “Delete credit card data” deletes them. The data are kept until 14 days after departure and are then removed automatically.

The block shows the stored card with “ends with” and “expires”. If there is no card yet, it says “Attention: No credit card has been stored yet”. “Request new credit card” requests a new card; after that it says “A new credit card has been requested.”

With online payment, “Make payment” charges the stored card with the entered “Amount”. As “Purpose”, only “Deposit” can be chosen. This works as long as the amount paid is below the price and the departure was at most 7 days ago.

The table lists the payments for the deposit, for the travel insurance and for storing a card, with “Result”, “Date”, “Amount”, “Purpose”, “Card details”, “Transaction n.” and “Reference”. Check-out payments are not included. “Annul” cancels a successful payment, and “Settle payment” completes a payment where the payment provider requires it.

“Confirm reservation request” sends the “Text for the reservation confirmation” to the guest by e-mail or WhatsApp and confirms the reservation. With “Show credit card input form”, the guest can enter a credit card in the confirmation. With “Have the amount confirmed”, the guest is to confirm the amount; if they have not done so yet, the hotel finds the reservation in the list under “confirmed without amount confirmation”. “Confirm without a message to the guest.” confirms the reservation without sending the guest anything. “Reservation confirmation (PDF)” provides the confirmation as a PDF.

“Change paid deposit amount” shows the field “Received deposit amount”. It is prefilled with the required amount, and the entered amount is saved with the confirmation. “Restore originally requested amount” discards it, and the required amount applies again.

If the hotel software has not yet confirmed the reservation, “Unlock confirmation for this reservation” allows the reservation confirmation to be sent anyway, after a confirmation prompt. The button is only visible to users whose role allows access to it.

The block transfers the reservation to the hotel software. ReGuest support can tell you whether it is set up for the hotel. “Send” transfers the reservation; after that it says “successfully transmitted” or “transmission failed”. “Resend” transfers it once more. If the hotel software handles cancellations, “Send cancellation to push service” also transfers the cancellation. With Protel IDS, a market is chosen in “Market” beforehand.

At some hotels, the deposit request, the reservation confirmation or the cancellation message may only be sent once the reservation has been transferred.

“Annul/cancel reservation...” offers two ways: “Annul silently: no message is sent to the guest.” and “Cancellation: the guest will receive a notification.” “Annul reservation” sends the guest nothing. “Cancel and send message” sends the “Text for the cancellation message” by e-mail or WhatsApp. Both remove an ERV travel insurance contract that has not yet been concluded.

“Reactivate reservation” restores the previous state, as long as there is no newer offer in the same process. “New reservation for the current request” leads, after a cancellation, to a new reservation in the same process.

The block appears as soon as an insurance contract exists for the reservation. It shows “Insurance company”, “Product/code”, “Policy number”, “Offer number” and “Insurance premium”, and the state of the contract, for example “Offer created” or “Concluded and paid”. With ERV, “Conclude contract” concludes the contract. “Cancel contract” cancels it. “Remove contract” removes it. Which button appears depends on the state of the contract.

The table shows the additional services the guest has booked, with “Phase”, “Reserved”, “Description”, “Unit pr.”, “Qty.” and “Price”. “Add” adds an additional service, “Edit” changes one, and an additional service can also be deleted. With Protel I/O, “Send” sends the additional services to the hotel software.

With Ranlox, the access control gives the guest a PIN or a link for the door locks. “Valid from” and “Valid to” are prefilled with the arrival and departure day and can be changed. Under “Opens the following locks”, tick for each lock whether the PIN or link opens it.

The guest sees the PIN or link of the access control in their guest area.

Why can a reservation not be confirmed? At some hotels, the confirmation may only be sent once the reservation has been transferred to the hotel software. Then the reservation is first transferred in the “Send reservation to push service” block. ReGuest support can tell you whether this is set up that way for the hotel.

Why is “Change reservation...” greyed out? The hint on the button gives the reason, for example a past arrival or travel insurance. For reservations from the hotel software and for reservations created by hand, the button is missing. If it is missing for other reservations, ReGuest support can tell you whether it is set up for the hotel.

Why does a colleague not see the credit card? “Show credit card information” only appears if the user's role allows access to it. Or the data have already been removed 14 days after departure. Roles are managed by ReGuest support.

Why is “Make payment” missing? The amount paid already reaches the price, or the departure was more than 7 days ago. Without the licence module Marketplace › Online payment there is no “Make payment”; ReGuest support can tell you whether it is set up for the hotel.

As of: 2026-10-23.