00:00This video has been recorded to show you how reservations are processed in Aveo and where
00:06you can find the details particular to any given reservation.
00:11When you log into BookingEngine you will generally be met with this screen.
00:15If your property is integrated it will look slightly different.
00:20For an integrated property you will see your interface monitor over here on the right hand
00:24side and you will note that new reservations do not pull into the welcome screen.
00:31Any new reservations that are made in Aveo you at property level will receive an email
00:38communication for.
00:40As soon as a guest makes a booking that guest gets a confirmation email and the hotel gets
00:46a streamlined version of the confirmation email also.
00:50Let's have a look at two sample emails.
00:57This is the customer copy.
00:59You will note in the customer copy it's branded, it addresses the customer and it overviews
01:06the room, the rate and any particular upsells that were added to the booking.
01:13Terms and conditions pull in and you have imagery throughout the email.
01:19The property gets a streamlined version of this.
01:22So you can see on the hotel copy it leads by the reference number.
01:27Please note the reference number is auto generated by Aveo for every booking.
01:34In the hotel copy imagery terms and conditions have been removed and at a glance you can see
01:39when the guest is due to stay, the room and rate booked and any upsells added to the reservation.
01:46It's important to note if upsells have been added, a secondary email will go out to the upsell notification touchpoint.
01:56To find full detail for any particular booking for an integrated property you must go through room reservation reports.
02:04You can run the report based on reservation or check in date and the set period and this will then
02:10pull up any particular bookings related to that search.
02:15To see the full detail for a booking you will note that after every reservation you have a details tab
02:23on the far right hand side.
02:26By clicking details it pulls up the information relevant to that particular reservation.
02:33At a glance you can see here it gives you payment information, was the deposit taken, is there money outstanding,
02:43the customer information added to the guest details page, the type of rate that has been booked.
02:51One or more room types will list here, check in dates and you will also note at the very end
02:58of this you will then see any upsells which have been added.
03:02If multiple rooms are booked under the reservation they will list here.
03:08There are a number of touch points you can see throughout this reservation detail that you can do at property
03:16level.
03:17For instance if you got a phone query from this particular guest to amend the booking you could click modify
03:22booking to make any changes.
03:26You can also go in here and view discounts applied.
03:30You can change the customer email.
03:32So if this customer calls up to say they did not receive their confirmation email you would potentially check the
03:38customer email first, ensure it is correct and you can edit that if necessary also.
03:45Another thing you can do here is toggle off the post stay email.
03:51So just say you had a guest checking out that unfortunately was making a complaint about their stay and in
03:57your post stay email you had a survey.
04:01You could then toggle and you can see here the post stay email will not go out to this particular
04:08guest.
04:10You can also cancel one or all rooms on any given booking.
04:15So again if you got a phone query to cancel this booking and did not want to read the redirect
04:20the guests to do it themselves online.
04:22You can do that by clicking the particular room type and selecting cancel rooms for this booking.
04:29You can then add in any internal comments and choose to send that customer an updated cancellation confirmation email by
04:38ticking this box also.
04:41Finally you just select cancel selected rooms and this booking will be fully cancelled on the system.
04:51Payment detail is found up here on the top right hand side.
04:55In this particular example we are looking at a demo site so no payment information is pulling through.
05:01There is another video on how to retrieve card details which will show you on a live site what feeds
05:08through here for the cards and how you can actually pull the full card number.
05:13Bye.
05:13Bye.
05:15Bye bye.
05:15Bye bye.
05:16Bye bye.
Comments