The reservation management tool helps accommodation suppliers (collectively referred to as "hotel" owners) efficiently manage bookings by tracking each booking status and customer reviews after the stay is completed. This feature ensures that operations and services are optimized, from managing bookings to improving service quality through customer feedback.
Tracking and quickly updating the status of each booking helps manage easily and promptly resolve any customer requests.
- In the hotel owner's management interface, select the Manage reservations section located in the left column of the screen.
- In the search box, enter the booking ID to search.
- Use the filter to sort the bookings:
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The Manage reservations section allows the supplier to track the bookings by status:
- All
- Pending
- Confirmed
- In progress
- Completed
- Canceled
What information does the reservation details provide??
To view detailed information for an ordering click on booking ID. Here, the information displayed includes:
- Contact information
- Booking details
- Price details
- Room details
- Booking status
- Functions corresponding to each booking status (Check-in, Cancel booking, Mark as no-show, Check-out, Chat with customer)
- At each booking, the Chat with customer feature allows the hotel to provide direct consultation with the customer and resolve any issues that may arise (if any).
TRACK A BOOKING:
The supplier can track and manage the details of each booking according to its status:
The Pending section includes the Awaiting confirmation status (the booking is waiting for the hotel to confirm) and the Awaiting payment status (the booking has been confirmed by the hotel and is waiting for the customer to make the payment).
STEPS TO CONFIRM A BOOKING:
- Click on the booking ID to access the booking details
- Click on Confirm booking
- A confirmation message will appear, click Confirm.
The booking will automatically change to the Awaiting payment status.
If the hotel does not confirm the booking within 60 minutes, the booking will be canceled by Soctrip.
STEPS TO REJECT A BOOKING:
- Click on the booking ID to access the booking details
- Click on Cancel booking
- A confirmation message will appear, click Confirm.
The booking will automatically change to the Canceled status.
The Confirmed status includes bookings that are awaiting check-in.
STEPS TO CONFIRM CHECK-IN:
- Click on the booking ID to access the booking details
- Click on Check-in to confirm that the guest has arrived at the property and completed the check-in process
- A confirmation message will appear, click Confirm.
The booking will automatically change to the In progress status.
STEPS TO CONFIRM NO-SHOW:
- Click on the booking ID to access the booking details
- Click on Mark as no-show
- Select the no-show fee and click Confirm to complete the confirmation of the guest no-show.
The booking will automatically change to the Canceled status.
The In progress status includes bookings where the customer is currently using the accommodation service.
STEPS TO CONFIRM CHECK-OUT:
- Click on the booking ID to access the booking details
- Click on Check-out
- A confirmation message will appear, click Confirm.
The booking will automatically change to the Awaiting review status.
The Completed status includes bookings where the guest has finished their stay and has either provided or not provided a service review.
The Canceled status includes bookings that have been canceled by Soctrip, the hotel, or the customer.
The Review management feature helps the supplier easily track reviews and ratings of hotel rooms and service experiences, enabling them to analyze strengths and weaknesses in the accommodation operations. Hotel owners can use this feedback to improve service quality, enhance customer experience, and build the brand's reputation.
- In the manager interface for hotel owners, select the Review management option located in the left column of the screen.
- The review management interface displays ratings (Superb, Excellent, Very Good, Pleasant, Uncomfortable) and the scores for the general hotel evaluation criteria (Location, Services offered, Cleanliness, Facilities, Value for Money).
Search reviews:
- Select the specific room to view reviews
- Select the review date and then click Apply
- In the search box, enter the customer's name or booking ID to search.
View review details:
To view the full content of a review, click View details.
A review displays the following information:
- Review time
- Booking information
- Customer information
- Overall rating
- Criteria rating scores
- Review content
- Images/Videos uploaded by the customer
Click on Go to Booking details to review the booking.