Guest Relocations

Subject & Goal

This article will give you a clear picture of how guest relocations work. How? when? and where the relocation needs to be done. 

When should we relocate the guest?

• Manager's Request
• Overlapping
• Cleaning issue report when checked in
• Maintenance issue report when checked in

Where should we relocate the guest?

• Within the same owner
• Within the same building
• Within the same neighborhood

We need to make sure that the property where we are relocating the guest has the same/sufficient amenities that had the original unit. Please check the following: 

• Bedding Type
• Bathroom number
• Amenities ( Pool, Balcony, etc)
• Guest number

Important note:

• If one of the amenities in the new property is missing, we should inform the guest beforehand, and only after the confirmation, you can proceed with the relocation.
• In case the guest reports a Bed Bug, relocation is impossible. There are 2 options we can proceed with.

                    1. Either the guest can continue their stay in the unit, and our guest relations team will take care of the rest.

                    2. The guest can leave the property on that very day, and we'll send housekeeping to confirm if there are bed bugs or not. Once it is confirmed, they will receive a complete refund. In any case, the reservation should be marked as challenging. 
                    3. Also, we need to place a one-month ban on the guest to prevent the potential spread of bed bugs to other units. This will also ensure that if the guest makes another reservation through alternative channels during this period. The system will show that the guest is banned because of a bed bug issue. Please set a reminder to unban the guest after one month.

• In cases where agents offer the guest a relocation option and are waiting for the guest's response, they should use the “temporary block” option to hold the offered unit. They must not use the “hard block” option to ensure the unit does not remain unnecessarily blocked for future reservations.

In case the reservation relocation is going to be done during the stay and the owner is not the same, we have to split the reservation so that both owners receive the payout. 

Let us have a Reservation Split on the following example.

We have to split this reservation and keep the first 2 nights on Peters Unit 401 and relocate the rest to another property. 

1. Before making any changes, we have to screenshot the original total amount, rates, and taxes as it is mentioned in the following screenshot. This screenshot should be posted in a comment so that the Accounting department will be able to see the previous Total amount. 

2. We have to adjust the dates on the original booking and create another reservation on the property where we are relocating the guest. 

In the example above, we'll keep Nov 24-26th on Peters Unit and will create a booking for Nov 26-28th on another property. Kindly note that the splitting booking should be under the channel where we received the original booking. If the original reservation is from Expedia, we have to create the split reservation manually and change the channel to Expedia accordingly. 
The Reservation ID should also be the same as it is mentioned in the listing. So, we'll have 2 reservations and both should be under the same external ID.

3. Rate and taxes.

Whenever creating the split reservation, the total amount should be half of the total amount of the original reservation. For example, our original reservation's total was $2062.16; we have to divide it by 2, so $1,031.08 should be the total of each reservation. You can apply the amount and click " Recalculate all by total" so that it calculates the taxes according to the total mentioned. 

4. Forwarded such split reservations to the Accounting Team for future check, and make sure to leave all the comments in the reservation.

If you are relocating under the same owner, you need to skip the step mentioned above. Here are the necessary steps to follow in such a case:

1. Screenshot the payout part and leave it in the reservation dialogue comment.

2. Adjust the dates but keep the same total amount. You can save the total amount of the reservation, and after adjusting the dates, click "Recalculate all by total".

3. Create the split reservation for another property ( which is under the same owner), choose channel "Hosteeva", and choose the remaining dates of the booking. The total amount should be $0. 

4. Make sure you leave all the necessary comments and forward the case to Christine for future checks.