Docs

Bookings

Last updated: 26 Oct 2026

Every stay in SERVOS comes from one of three channels: your own booking site (direct), the front desk through the POS, or a connected booking site (OTA). However it arrives, it becomes a stay with a confirmation code and an order, and you manage it the same way from Stays.

Booking at the desk

Front-desk bookings are made through the POS:

  1. Open the POS and switch to the accommodations tab.
  2. Pick the dates with the date picker (minimum one night). Each accommodation card shows how many rooms are available for those dates.
  3. Open an accommodation, select one or more rooms, set Adults, Children, and Infants, and press Add to Cart.
  4. Check out the cart as usual, taking payment or leaving the order to be settled later.

Selecting several rooms creates one stay per room, all on the same order. For a guest who walks up without any details, complete the sale without a customer; the order is recorded against a "Walk-in guest".

Tip

Taking a booking over the phone? Build it in the POS with the customer assigned and choose Mark as unpaid. The confirmation email, and later the registration request, go out by themselves.

Finding a booking

The Stays list has a search box that matches the guest's name, email, confirmation code, or OTA reference, plus filters for date range, accommodation, and sales channel ("Direct", "POS", or a booking site). Every stay has an eight-character confirmation code generated when it is booked.

The list shows two status columns:

  • "Status": "Pending", "Confirmed", "Completed", or "Cancelled".
  • "Check-in status": "Not checked in", "Checked in", or "Checked out".

The stay page and timeline show a single situational badge instead: "Upcoming", "Arriving today", "In-house", "Departing today", "Checked out", "No-show" (arrival date has passed without a check-in), or "Cancelled".

Moving, extending, or shortening a booking

Dates and rooms change on the timeline. Switch the toggle from View to Edit, drag stays to new rooms or dates, then press Save Changes. A review dialog shows every pending change with before and after values, and warns when a change lands on a stop-sell, a blocked room, or a restriction. Two stays that are not yet checked in can also be swapped by dragging one onto the other.

Changing a stay's length can change its price when a stay-length pricing rule applies, for example when shortening a 5-night stay below a discount for stays of 4 nights or more.

The rules:

  • A cancelled or checked-out stay can't be modified.
  • OTA bookings can't have their dates changed in SERVOS. Date changes happen on the booking site. Moving an OTA stay to another room is fine.
  • Once a guest has checked in, the check-in date is locked, and the check-out date can't be moved earlier than tomorrow.
  • The check-in date can't be moved into the past, and a stay is always at least one night.

The only thing editable on the stay page itself is the "Note" field.

Cancelling a booking

From the stay page's More menu, choose Cancel Stay. If the accommodation has a cancellation policy, the dialog shows the fee that will apply, with a Cancel without applying fees checkbox to waive it. You can add an optional reason.

Cancelling voids the stay's order lines (including its add-ons), frees the room, and emails the guest that the stay was cancelled. Cancellation can't be undone, and a stay that is already checked out can't be cancelled.

When a guest cancels through a booking site, the cancellation arrives on its own. SERVOS doesn't send its own email in that case, since the booking site notifies the guest.

Bookings from booking sites (OTAs)

OTA bookings arrive on their own and are marked with the channel's name and an "OTA Reference" on the stay page. A few things work differently:

  • They may arrive without a room when everything is booked (overbooking). The stay page shows a "Missing Room" alert with an Assign Room button. Assign a room as soon as one is available.
  • Pricing comes from the booking site and is kept as-is in SERVOS.
  • An unpaid order on an OTA stay is normal. It settles with the channel's payment at or after check-in.
  • Confirmation and cancellation emails come from the booking site, not from SERVOS.

Emails SERVOS sends

  • Booking confirmation ("Your booking at …") when a direct or desk booking with an email address is completed.
  • Pre-arrival registration request a few days before check-in. See Guest registration.
  • Cancellation notice when a stay is cancelled in SERVOS.

Guests booked through OTAs or without an email address don't receive these.

Common questions

The guest wants to stay another night. On the timeline, switch to Edit and drag the end of the stay. For a checked-in guest the new check-out can be any day from tomorrow. If the room is taken, move the stay to a free room in the same edit.

Can I move a guest to another room? Yes. Drag the stay to another room row on the timeline. Two stays that aren't checked in yet can swap by dragging one onto the other.

Why can't I change the dates on this booking? It's from a booking site. Dates change on the OTA and flow in by themselves. Room moves are still yours to make.

Where do I note a special request? The "Note" field on the stay page, saved as you click away. For anything about the person rather than the visit, use the customer's profile.