Reservations

Reservations (/admin/reservations)

This is the heart of the dashboard. The page has tabs: Reservations · Calendar · Reservation Links · Check In Links · Import · Room Change · Co-occupant Change · Estimate · Cancellations.

The reservations list

Every stay is a reservation record, one line each. Stay shows move-in → contract end (hover it for a later arrival date), and Temp Stay, Email, Discount and Source have columns of their own. + Filter narrows the list by building, payment status (Pending / Paid / Refunded / Cancelled), payment method, automation status (Awaiting Confirmation, Processing, Completed, Failed, Cancelled, Cancelled by Resident, On Waitlist, …), assigned staff (including Unassigned), discount and source, plus owner when your buildings have more than one. Use Assign Staff to set who is responsible for a reservation.

Reservation IDs:

• RSV-… — normal reservations, created either by a customer booking online or by staff via the Import tab.
• IMP-… — historical residents bulk-imported from the old rent-roll sheets. They are real, current residents; just created differently.

How a reservation is born (online booking): the customer completes a 5-step form (applicant info → stay details → consent → payment → confirmation). After payment, automation runs three steps: a Google Calendar move-in event is created, the contract is sent for e-signature via SignNow (to the resident, any co-occupants, and a legal representative if the resident is under 20), and confirmation emails go out. If any step fails, the reservation still exists — open it: the drawer's Overview tab shows the automation status at the top, with Retry Automation.

The reservation drawer

Click any row to open the drawer. Press Esc or click outside it to close it. On a phone the drawer fills the screen: the header (name, Actions, close) and the tabs stay pinned while the five key facts scroll away, and the phone's Back gesture closes the drawer.

The header shows who the resident is and where things stand without opening a tab: their status (the same one as the Residents list), and five key facts — Room, Stay (contract start → end and the length between those dates, or the arrival date when they landed later), Rent (with the next bill), Unpaid (pending rent and charges) and Deposit — held once the move-in invoice is paid, due until then, and never collected on a reservation cancelled before it was paid.

The Actions menu (top right) holds the one-off operations: Schedule showing, Record move-out notice, Add charge, Cancel signing invitation… (before the contract is signed), the reservation-state changes (Reset to accepted, Reset to draft, Move to waiting list…) and, last, the ones that end the reservation (Cancelled by resident…, Refuse reservation…, Cancel reservation…). Anything that changes the reservation's state asks for confirmation first. On a phone the menu opens from the bottom of the screen, and Log in as is in it.

When you edit someone's details or the contract, Save stays at the bottom of the drawer while the form is open.

Tabs:

• Overview — on the left, what you act on: the booking's next step while it is in progress (waiting for the resident, automation status), Accept Reservation while it is a draft, the Household (the resident, co-occupants and the legal representative — click a person to see or edit their details and ID; their Messaging row shows the LINE / WhatsApp handle, Prefers not to share a messaging app when the applicant ticked that box on the booking form, or Not provided), the Contract (dates and monthly fees; Show all for the rest, Edit to change contract terms), and any temporary stay. On the right: e-signature and condition report, contact details, assigned staff, dashboard access, campaign and the owner-resident setting. In a narrow drawer, or on a phone, the right column moves below.
• Payments — upcoming and past payments, the booking fee and move-in invoice, the pricing timeline and adjustments, and the deposit, each in its own section. When the resident booked with their waiting-list deposit, the booking fee shows Waitlist Deposit (what that deposit paid) and Charged at Booking (the rest): the card or PayPal payment you find at the processor is only the second part. + Add Charge is in the Upcoming section; on a phone each payment is a card. A row's due date or proration note is in its Details column. Expand a charge to attach its proof of payment — a transfer screenshot the resident sent over LINE, for example — with Add proof of payment (then Replace proof / Remove proof). Record one payment, beside + Add Charge, records one transfer or cash payment that paid several of this stay's bills at once: rent, charges, the move-in invoice, even a rent month not billed yet. Tick the bills, then enter what arrived, the date, the method and a reference. When the money does not add up, every bill is paid in full except one (the newest, or the one you mark), which records what is short or over, and the usual shortfall prompt opens for it. The bills stay separate rows tagged Paid together: expand one to see the payment and its other bills, and Undo payment to set every bill it paid back to unpaid. While a bill belongs to a recorded payment it cannot be reset, edited or deleted on its own.
• Documents — the signed contract PDF and other documents (for a reservation converted from the waiting list, the Waiting-list acceptance proof: the screenshot staff attached, with who confirmed it and when), the Reservation Form (PDF), which prints every resident in full (the applicant, each co-occupant and the legal representative, with their messaging app or the fact that they prefer not to share one, their emergency contact, and whether an ID was uploaded), the move-in condition report, and the contract explanation session (edit, reschedule or cancel it here). A resident with a temporary stay has two condition reports, one per room: Temporary room (open from move-in, like any report) and Contracted room from the transfer date (it opens on that day and locks three days later). Each has its own photos, note, status and Edit deadline, and the Overview shows the contracted room's report on a row of its own. The move-out inspection compares against the contracted room's report when there is one.
• Move Out — the move-out notice (date, time window, refund method and where the refund goes) and settlement status for this resident. Under Room check, No Room Check Needed (with a reason) says the room needs no inspection: no room check is made for that move-out, even if someone is booked after it, and one already scheduled is removed. Undo brings it back.
• Timeline — chronological history of everything that happened.

Contract dates — the rules that matter

• Contract start / end are set at booking and never change. If the agreement genuinely changes (extension, early end), staff set override dates with Edit on the drawer's Contract section — the dashboard then shows and bills by the override.
• Arrival date (when the resident physically lands, if later than contract start) affects the calendar event, "arrives …" labels, the move-in condition report deadline, and where the stay's bar begins on the Calendar tab. Billing always starts from the contract start date, not the arrival date.
• A contract end date in the past does not mean the resident left. With no move-out notice they automatically continue month-to-month (MTM) and are still in the unit, billed full months, until they file notice.

Reservation Links tab

Custom booking URLs for a specific person/unit with price overrides (rent, utility, deposit, management fee, reservation fee), an expiry date, and a single-use flag. Create one when you negotiate special terms — the customer books through the normal flow but with your prices. Click counts are tracked on each link.

Check In Links tab

Tokenized self check-in links for short-stay / minpaku guests. The guest opens the link, verifies their passport (photo ID is checked automatically), uploads documents, and pays. Payments collected through check-in links appear in the P&L as short-stay revenue.

The list has Upcoming and Past tabs. Its filters (Link Status, Portal, Original Room) and sort cover every booking in the tab, Past included, not just the page on screen. The search box finds a booking by guest name, room, OTA confirmation code or reservation number (RSV-…). Portal shows as a chip: click it to change it. To change a date in the Stay column, double-click it.

Guest names. Each guest enters their Family name and Given names in two separate fields; given names can hold first, middle and further names. A guest whose ID shows a single name ticks "I have no family name" and enters that name alone. The passport scan pre-fills both fields for the guest to confirm, and only when both are still empty. The dashboard never guesses which word is the surname: the two parts are kept as entered and shown as FAMILY Given names (e.g. RUIZ MENDEZ Javier Anthony). Given names typed all in capitals or all in lower case are saved with a capital at the start of each name (JAVIER ANTHONY becomes Javier Anthony, jean-pierre becomes Jean-Pierre); a name typed in mixed case, such as McKenzie, is kept, and so is a name in Japanese, Chinese or Korean script. The same rule applies wherever a resident's given names are entered or edited: the booking form, the drawer, imports, the waiting list and check-in. Several guests are joined with &, followed by + N more resident(s) for guests who haven't checked in yet. The same label is used on the rent-roll sheet and on calendar events.

To correct a name, open the check-in link and use Edit on the guest's card, which has the same two fields plus One name only. The rent-roll row updates on the next sync. Guests who checked in before the two fields existed have only the name as they typed it. For those, filling in one field takes the other from the rest of that name: entering WATCHORN for "Anna Leigh WATCHORN" gives the given names Anna Leigh. To record a single name for them, choose One name only. A name that staff typed into the sheet by hand is kept, with one exception: when it contains exactly the same words as the entered name, only in a different order or case, it is rewritten as FAMILY Given names. Anything staff added or changed keeps the cell as typed: a corrected spelling, a note, a hyphen or comma, or a name in Japanese, Chinese or Korean script.

Import tab

Manually create a reservation for a resident who didn't book online (walk-in, agent referral, transfer from another system). No automation runs — you handle the contract and payments manually afterwards.

Room Change tab

Moves an existing resident to another unit. The form carries the resident's details over, and the deposit is settled as a net difference (new deposit minus what they already paid). A room-change calendar event is created for the destination unit. The old reservation is marked as a room change rather than a normal move-out.

Restoration fee. The Old Room Restoration Fee (¥) field is filled in for you: the old room's fee for the resident's whole stay in it, or ¥0 when it was already paid when that room was first booked. You can change it. It is billed on the new contract's first invoice and booked to the old room. The new room's own fee then follows that unit's setting: billed on the same first invoice when the unit charges it at move-in, otherwise deducted from the deposit when the resident finally leaves. The form shows both before you save. Room changes recorded before these rules existed keep the amounts they were billed. If a room of the stay was never billed its fee at all (for example a room change made before these rules, where nothing was billed for the old room), that fee is deducted from the deposit when the resident finally leaves; where staff entered ¥0 for the old room, it counts as waived.

Co-occupant Change tab

Add or remove a co-occupant on an existing reservation mid-tenancy. Updated occupants flow into the contract records.

Restoration fee. The room is not being vacated, so a co-occupant change never charges the restoration fee again. It is charged once per stay in the room: on the first booking's invoice when the unit charges it at move-in, otherwise from the deposit when the room is finally emptied, measured over the whole stay from the first move-in.

Estimate tab

Generates a price quote (rent, fees, initial cost breakdown) for a prospect without creating a reservation — useful for answering "how much would it cost to move in on X?" by email.

Tick Show reservation fee to list the unit's reservation fee as a separate payment made at booking. The move-in payment is reduced by the same amount — the reservation fee is credited against it, just as on the move-in invoice — so the estimated total does not change.

Cancellations tab

Every cancelled reservation and every cancelled or expired waiting-list entry whose deposit was paid, with what happens to that deposit. It opens on Refund owed — the refunds still to make. + Filter switches to Refunded or Kept (income), and the search box finds a name, an email or an RSV-… / WL-… number. The line under the title counts each.

Refund or keep follows how it was cancelled:

A kept deposit is income. It appears in the P&L under Other charges: a reservation's in the month the resident was due to move in, a waiting-list deposit's in the month you chose to keep it. A deposit you refund never counts as income.

Click a reservation row to open its drawer on this page; close it and you are back on the list, filters as you left them.

A row that is Refund owed has a Mark refunded button. Everything else is in the row's ⋯ menu:

• Mark refunded… — once you have sent the money back: the date and, optionally, how (a Wise transfer, a card refund). The reservation's payment status, or the waiting-list entry's payment, becomes refunded too. It works on a Kept deposit as well, for a goodwill refund to a resident who cancelled: say why, and in the same step the deposit switches to refund and leaves the P&L.
• Undo refund — if you marked it by mistake. A refund marked on the reservation or the waiting-list entry itself is undone there.
• Keep the deposit instead… / Refund instead… — when the default is wrong for this case, for example a goodwill refund to a resident who cancelled, or an applicant who had accepted a room in writing and then cancelled. Say why; the reason shows on the row. The P&L follows at once. A deposit already refunded cannot be kept: undo the refund first.
• Open reservation (the drawer, on this page) / Open waiting-list entry (its own page).

A row marked refunded but still set to keep is flagged in red: its deposit is still counted as income. Use Refund instead… to take it out.

The resident follows it in their portal. A cancelled or refused booking that held a deposit shows a Deposit refund note on its card, and a cancelled or expired waiting-list entry shows one under Cancelled entries on their waiting-list page: In progress while the refund is owed, Refunded with the date you entered, or Not refundable when the deposit is kept. Your reason, your note and your name stay in the dashboard.

Calendar tab

A timeline of every room across all properties: who is staying, when rooms turn over, and the housekeeping planned around those turnovers.

Moving through dates

• Scroll sideways to move freely. The calendar starts 30 days back and loads more days on its own as you near the end.
• ‹ Week and Week › move one week; Today jumps back to today. From the keyboard: ← / → for a week, T for today.
• The dates on screen are shown beside the buttons. Reloading the page brings you back to the same place.

Filters

• + Filter offers Property, Moves (a move-in or move-out in the loaded dates), Missing room check (a move-out with a notice and no room check, from a week ago to two weeks ahead, wherever the calendar is scrolled; one marked No room check needed does not count), Conflicts (a room check that falls inside someone's stay), Room check answer (Declined, Accepted, With Weekly Cleaning or Not Accepted) and Room check made by (Automatic, Edited by Staff or Staff), both judged on room checks still to be done. Each becomes a pill, such as "Conflicts only", and filters combine.
• Counters above the grid show the room checks still to be done in the loaded dates: how many the cleaner declined, accepted (one bundled with a weekly cleaning counts as accepted) or has not accepted yet, and how many were made automatically or made by staff. Click a counter to filter to it, and again to remove it. They count the rooms your other filters leave, so the property and toggle filters change them.
• Filters are remembered: leave the calendar and come back, and they are still on. Remove one with its ×; Clear all resets them.
• Collapse all / Expand all folds the properties; each property also remembers whether you folded it. On a phone it and Legend are under the Filters button, so the week buttons keep the bar to one line.

Reading the grid — open Legend for the full key.

• Blue bars are long-term stays, orange bars short-term (minpaku/Airbnb) stays, and a dashed bar is a temporary room during a room change. Click a bar to open the reservation.
• A bar covers the days the room is physically occupied, which is not always the contract. It starts on the arrival date whenever one is recorded, so a resident who lands after their contract begins leaves the room showing as empty — and free to schedule a room check in — right up to the day they get there. It ends on the actual departure date when a move-out notice records that the resident left earlier than they gave notice for. What you can sell still follows the contract: a room someone has booked never appears as available on Rent Roll ▸ Availabilities just because nobody has moved in yet.
• Grey striped bands are partner bookings: occupancy synced from a partner's calendar feed rather than a reservation made here. They can't be opened, and you can still schedule work on those days.
• A red tint marks a turnover that needs attention — someone moves in after a move-out, and the room check is missing or set to the wrong prep type.
• Circles are room checks, in their prep's colour (normal or minpaku — see Legend). The mark inside is the cleaner's answer: ✓ accepted (or bundled with a weekly cleaning), a red ✕ declined — it needs another cleaner — and a dashed ? not accepted yet. A small dot on the top-left corner says the room-check automation made it: blue if it is still the automatic one, violet if staff have since changed its date or cleaner; no dot means staff made it. A red ring means the room needs re-prepping, and a pulsing red circle means the check falls inside a stay and should be deleted or rescheduled. A grey dashed circle with a dash, on the move-out date, is a move-out marked No room check needed: hover for the reason. It is marked and undone from the resident's Move Out tab. C and T squares are cleaning and other tasks for that room, and the Visits row shows which cleaner is already at the building that day.

Scheduling work

• Each day is split into thirds. A move-out ends after the first third and a move-in starts in the last, so the middle of a turnover day stays free.
• Point at free time and click the + to schedule a room check, a cleaning or another task on that day. Click a room check to see its card: the cleaner, their answer, who made it (with the staff member's name when one did) and any warning. From there, Mark accepted / Mark declined record the cleaner's answer for them when they tell you by phone or message, Edit changes the date, cleaner or prep, View report opens a finished check's report, and Cleaning event → opens the visit it belongs to.
• Without a mouse: Tab into the grid, move with the arrow keys (Ctrl + arrow moves a week), and press Enter.

Common tasks

• Confirm a bank-transfer booking: the resident uploads a transfer receipt; it is verified automatically and the reservation is marked paid. If verification is uncertain, open the drawer → Payments and review the proof manually.
• Cancel a reservation: drawer → Actions menu → Cancel reservation… (we cancel, the deposit is refunded) or Cancelled by resident… (the reservation deposit, 予約金, is kept). Refer to it as the "reservation deposit" when writing to residents. Then follow the refund, or the kept deposit, on the Cancellations tab.
• Resend a contract: while the drawer's Overview shows Waiting for Resident, use Resend Acceptance Email; to void a sent contract and issue a corrected one, Actions menu → Cancel signing invitation….