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Edit Reservations and Add Notes

Quick Note

Notes save instantly and are visible to all staff. Add them while details are fresh.

Document guest preferences, track special requests, and manage reservation notes from the details modal. When you open Edit Guest, Streamliner reloads the guest profile first. That helps privacy-enabled roles see full document values when allowed.

You can also remove additional guests from a reservation in Streamliner. When you do, Streamliner removes the guest from PMS first and then reconciles the matching CCI check-in guest.

Note TypePurposeVisible To
Guest NotesSpecial requests, preferencesStaff only
Internal NotesStaff observations, VIP flagsStaff only
System NotesAuto-generated timestampsStaff only

Add a Note​

  1. Open a reservation from any Operations tab.
  2. Scroll to the Notes section.
  3. Type your note in the text field.
  4. Click Save.
info

Notes are tied to the reservation and preserved in history.

Write Effective Notes​

Good note examples:

  • ✓ "Guest allergic to feathers - needs hypoallergenic pillows"
  • ✓ "VIP guest - prefers room 305, late checkout approved"
  • ✓ "Guest complained about noise 12/30 - moved to quiet floor"

Avoid vague notes:

  • ✗ "Guest was difficult"
  • ✗ "Problem"

Include dates, specific requests, and actions taken.

Edit Guest Details​

Cloudbeds, AVA, Mews, Opera, eZee, and Furama Properties​

You can edit guest profiles directly:

  1. Open the reservation details modal.
  2. In Guest Information, click the pencil icon next to a guest.
  3. Update details in Personal, Basic, Travel, Address, or Admin tabs.
  4. Click Save.

Changes sync back to your PMS within seconds. If the PMS sends a top-level document number, Streamliner keeps it in the edit panel.

One reservation change at a time

AVA protects reservation-changing actions across tabs, devices, and staff workflows. If another update is in progress, wait for it to finish, refresh the reservation, then retry once. See Reservation Update Already in Progress for recovery steps.

eZee guest names

For eZee, Streamliner matches the live PMS guest name before saving an Edit Guest change. That helps when the scanned guest name is already different inside Streamliner. When Streamliner saves a synced guest update, it keeps the reservation Confirmation Number too. That keeps eZee accepting edits that started from document upload sync.

Add Additional Guests in eZee​

For eZee, add additional guests from the reservation guest form.

  1. Open the reservation details modal.

  2. In Guest Information, click Add guest.

  3. Enter First Name, Last Name, Email, and Document Number.

  4. Click Add guest.

    ✓ The Add guest button stays disabled until the required fields are filled. ✓ Streamliner sends Document Number to eZee as the guest identity number.

eZee guest fields

When you add an eZee guest, Email and Document Number are required.

Remove Additional Guests​

For supported PMS reservations, you can remove additional guests from the guest list.

  1. Open the reservation details modal.

  2. In Guest Information, find the additional guest.

  3. Click the remove or trash icon.

  4. Confirm the removal.

    ✓ Streamliner removes the guest from the reservation. ✓ The matching CCI check-in guest is cleared too.

Partial synchronization

If CCI reconciliation fails, Streamliner still keeps the PMS removal. You see a warning, and a later retry skips the PMS removal step.

After check-in starts

You can remove non-primary guests even after check-in has started.

Primary guest stays

You cannot remove the primary guest from Streamliner. If you need a different lead guest, update the reservation in your PMS instead.

Already removed or missing reservation

If the reservation is missing or the guest is already gone, Streamliner treats the removal as successful. Streamliner also skips the PMS removal step when you retry an already-removed guest.

Mews guest removals

Mews can finish a removal before Streamliner receives the response. Streamliner rechecks the reservation and treats that completed removal as successful.

Other PMS Providers​

Guest details must be edited in your PMS:

  1. Log into your PMS.
  2. Find the guest profile.
  3. Make changes there.
  4. Changes sync automatically to Streamliner.

Handle Guest Requests​

Name Changes​

  1. Cloudbeds, AVA, Mews, Opera, or eZee: Use Edit Guest in Streamliner.
  2. Other PMS: Update in your PMS.
  3. Add a note: "Name changed from X to Y per guest request".

Contact Updates​

  1. Update email or phone using the method for your PMS.
  2. Add note: "Updated phone to XXX-XXX-XXXX on [date]".
  3. Verify guest receives confirmation emails.

Room Changes​

See Viewing Reservations for room change steps.

Edit Reservation Details​

You can update reservation dates and guest counts from the reservation details modal.

  1. Open the reservation details modal.

  2. In Reservation Details, click the pencil icon (Edit Reservation Details).

  3. Update what you need:

    • Check-in
    • Check-out
    • Adults, Children, and Infants
    • OTA Number (optional)

  4. Click Save.

    ✓ The reservation details update in the modal, and the status chips stay in sync.

Cloudbeds occupancy edits

If the reservation is in Cloudbeds, changing Adults or Children keeps the booked total from being repriced. AVA asks Cloudbeds not to adjust room prices during this occupancy update. Normally, Cloudbeds preserves the booked rates without a follow-up folio adjustment. AVA still checks the final rates and keeps the existing correction guard as a fallback. If Cloudbeds creates an adjustment note, treat it as an unexpected reprice and alert your PMS administrator. AVA reads the reservation's exact booking source and target room type first. If that source has no applicable charge, AVA uses the property-level fallback. One supported exclusive source percentage uses a cent-safe pre-tax correction. Fully inclusive source percentages use the matching gross correction. Unsupported source tax or fee rules stop the edit before the occupancy write. AVA preserves existing physical-room assignments during the occupancy update, including multi-room reservations. If Cloudbeds removes an assignment, AVA restores only that previously assigned room. If Cloudbeds returns an unexpected replacement, AVA does not overwrite it. AVA can correct a measured remaining total difference automatically, then verify the folio again. Cloudbeds may round subtotal and tax portions differently while keeping guest-facing totals unchanged. AVA accepts equal, opposite subtotal and tax differences up to 10 cents during verification. This prevents a false check-in block or manual review for harmless split rounding. Source-aware updates can also accept a coherent total difference up to 5 cents after final verification retries. Balance, paid amount, additional-item, incoherent, or larger differences still require manual review. You may see a temporary retry if Cloudbeds applies an unexpected reprice. Cloudbeds applies rate changes asynchronously, so AVA waits for the rate job. AVA then verifies the dated nightly rate instead of relying on a lagging plan summary. If a fallback correction succeeds, Cloudbeds adds an explanatory reservation note. The note's parenthetical shows the movement in the reservation's grand total. On net-basis properties, this can differ from the posted rate adjustment because taxes are separate. For example, 2.14 to 23.54 (+21.40) is correct when the total moved by 21.40. The note confirms that the reservation total is unchanged after the fallback adjustment. If a small total residual remains, AVA adds a follow-up note with the settled and booked totals. No action is needed for either rounding note. Do not post a manual correction. If Cloudbeds rejects the adjustment or totals cannot be verified, AVA may return a 409 manual-review result. The result includes PMS_RATE_PRESERVATION_MANUAL_REVIEW and stops retries for that change. Do not retry the same guest-count change. Review the reservation and folio in Cloudbeds before continuing. If the source policy is unsupported, AVA returns PMS_RATE_PRESERVATION_SOURCE_TAX_UNSUPPORTED. Cloudbeds occupancy stays unchanged in that case. Review the reservation source's tax and fee setup in Cloudbeds, then retry once. If Cloudbeds returns PMS_OCCUPANCY_NOT_BOOKABLE, review the attempted split and Cloudbeds rate rules. Correct the reservation in Cloudbeds, then retry once with an accepted occupancy. If AVA returns PMS_RATE_PRESERVATION_ADJUSTMENT_SCOPE_MISSING, follow the permission recovery below. If Cloudbeds returns PMS_OCCUPANCY_UNAVAILABLE_FOR_DATES, review availability for the dates and room type. This is an availability refusal, not an incorrect adult or child split. Change to an available option in Cloudbeds, then refresh Streamliner and retry once.

Edit icon is disabled?

This feature works for AVA PMS, Mews, or Furama reservations with a confirmation number and room information. If the pencil is disabled, make updates in your PMS and then refresh.

Furama edit limits

Furama applies stay dates, guest counts, room type, and room number changes. It reports OTA numbers, custom fields, and estimated arrival times as not applied. Furama updates the stored night count when you change both stay dates.

Furama multi-room edits

Open the room's own row or card before editing its reservation or guests. AVA applies the change to the selected room. Update rooms separately when their dates, guest counts, room types, or room numbers differ.

Status updates (AVA PMS only)

The Status dropdown uses the same translated labels as the reservations page. You may see Cancelled, Reserved, or No Show.

Set a Do Not Move Room Lock​

Quick Lock

Turn this on when a guest must stay in the same room. It takes less than 1 minute.

Use Do Not Move to block room swaps and room changes for a reservation. You will see the lock in Reservation Details, Card View, and the room table.

SettingWhat it doesWhere you see it
Do Not MoveBlocks room swaps and room changesReservation details, cards, room table
UnlockedAllows normal room changesSame places

  1. Open the reservation details modal.

  2. In Reservation Details, turn on Do Not Move.

  3. Click Save.

    ✓ The reservation shows a lock badge after refresh.

PMS sync

If your PMS supports the flag, AVA sends the lock back during sync.

Clear a Do Not Move Lock​

  1. Open the reservation details modal.

  2. Turn off Do Not Move.

  3. Click Save.

    ✓ The lock badge disappears after refresh.

Troubleshooting​

Notes not saving​

What you see: Note disappears after typing.

Fix:

  1. Check your internet connection.
  2. Refresh the page.
  3. Try adding the note again.

Edit Guest disabled​

What you see: Pencil icon is grayed out.

Check:

  • Your PMS is Cloudbeds, AVA, Mews, Opera, eZee, or Furama
  • Reservation has a guest ID in PMS data
  • Try refreshing after sync completes

Cloudbeds totals still look wrong​

What you see: The subtotal or total still looks different after an occupancy edit.

Why this happens: Cloudbeds may still be applying the change or a fallback correction.

Fix:

  1. Wait a moment for the update to finish.
  2. Refresh the reservation once.
  3. Open the reservation in Cloudbeds and confirm the guest counts and totals.
  4. Fix the reservation in Cloudbeds if the pricing changed or the fallback correction was rejected.
  5. Refresh Streamliner again.
  6. Contact support if the totals still do not match.

Cloudbeds adjustment permission is missing​

What you see: An occupancy edit returns PMS_RATE_PRESERVATION_ADJUSTMENT_SCOPE_MISSING.

Why this happens: Your Cloudbeds property did not grant AVA write:adjustment access.

Fix:

  1. Stop retrying the same occupancy edit.

  2. Reconnect Cloudbeds from Settings → Essentials with an administrator account.

  3. Approve the write:adjustment permission.

  4. Wait for the connection to finish, then retry the edit once.

    ✓ AVA should accept the edit after the permission becomes active.

No folio repair is normally needed

AVA stops the edit before the occupancy write when this permission is missing. If the code remains after reconnecting, wait and contact support.

Residual totals can retry automatically

Legacy property-level journals may post one measured correction. Source-aware journals do not post a second residual adjustment when fallback verification still drifts. Source-aware journals can accept a coherent residual up to 5 cents after final verification retries. If larger or incoherent totals remain, AVA returns manual review.

Cloudbeds occupancy is not bookable​

What you see: An occupancy edit returns PMS_OCCUPANCY_NOT_BOOKABLE. The error identifies the adult and child split sent to Cloudbeds.

Why this happens: Cloudbeds cannot sell that occupancy for the room type and dates.

Fix:

  1. Compare the attempted split with the reservation's guests.

  2. Verify guest dates of birth and Child Maximum Age in AVA.

  3. Check the room type, dates, and occupancy rules in Cloudbeds.

  4. Correct the reservation or rate plan in Cloudbeds if needed.

  5. Refresh Streamliner and retry the edit once.

    ✓ The edit should save after Cloudbeds accepts the occupancy.

Do not repeat an unavailable split

This code means Cloudbeds has no sellable rate for the attempted occupancy. Contact support if the corrected split still fails.

Cloudbeds has no availability for these dates​

What you see: An occupancy edit returns PMS_OCCUPANCY_UNAVAILABLE_FOR_DATES. The message asks you to change dates or choose fewer rooms.

Why this happens: Cloudbeds cannot accommodate the requested dates or room availability. The adult and child split can still be correct.

Cloudbeds does not complete the occupancy update for this request.

Fix:

  1. Do not repeat the same occupancy edit.

  2. Check the reservation dates, room type, and availability in Cloudbeds.

  3. Change the reservation to an available option in Cloudbeds, if appropriate.

  4. Refresh Streamliner and retry the edit once.

    ✓ The edit should save after Cloudbeds accepts the requested availability.

Availability is different from rate availability

Use the existing PMS_OCCUPANCY_NOT_BOOKABLE guidance when Cloudbeds reports no rate for the adult or child split. Use this guidance when Cloudbeds refuses the selected dates or available rooms.

Cloudbeds source tax setup needs review​

What you see: An occupancy edit returns PMS_RATE_PRESERVATION_SOURCE_TAX_UNSUPPORTED. You may also see that Cloudbeds occupancy was not changed.

Why this happens: AVA could not safely model the reservation source's tax or fee rules.

Fix:

  1. Do not retry the edit until you review the source settings.

  2. Open the reservation in Cloudbeds.

  3. Check the booking source, room type, and source tax or fee rules.

  4. Ask your Cloudbeds administrator to correct the unsupported source rule. This may involve mixed, non-percentage, unreadable, or multiple exclusive charges.

  5. Refresh Streamliner and retry the edit once.

    ✓ Cloudbeds should update occupancy after the source policy is supported.

No occupancy change occurred

AVA stops before the Cloudbeds occupancy write. This prevents the occupancy write when AVA cannot safely protect the booked total.

Cloudbeds room assignment needs review after an occupancy edit​

What you see: An occupancy edit leaves a room unassigned, or Cloudbeds shows a different room.

Why this happens: Cloudbeds returned an unexpected reassignment, or AVA could not verify recovery.

Fix:

  1. Do not retry the same occupancy change.
  2. Open the reservation in Cloudbeds.
  3. Confirm the intended physical-room assignment.
  4. Keep a replacement room if staff selected it intentionally.
  5. Assign the intended room in Cloudbeds if it is missing.
  6. Refresh Streamliner after Cloudbeds is correct.
  7. Contact support if the assignment changes again.

Cloudbeds guest-count update requires manual review​

What you see: The edit or check-in stops with PMS_RATE_PRESERVATION_MANUAL_REVIEW, a 409, or a manual-review message.

Why this happens: AVA could not prove that Cloudbeds restored the reservation totals after the occupancy change. For source-aware edits, AVA does not post another residual adjustment when verification still drifts.

Fix:

  1. Do not retry the same guest-count change.
  2. Open the reservation in Cloudbeds.
  3. Compare the guest counts and folio totals.
  4. Correct the reservation in Cloudbeds if it rejected the adjustment.
  5. Refresh Streamliner after Cloudbeds is correct.
  6. Contact support if the totals still do not match.
Avoid duplicate adjustments

Retrying the same change can create another compensating adjustment. Follow your hotel's PMS folio-review procedure before making another change.

eZee guest name not found​

What you see: eZee shows Guest name ... is not exist when you save a renamed guest.

Fix:

  1. Refresh the reservation once.
  2. Reopen Edit Guest.
  3. Confirm the live eZee reservation still has the original PMS guest name.
  4. Try the edit again.
  5. Contact support if the error keeps coming back.

eZee guest add is blocked​

What you see: The Add guest button stays disabled, or the guest will not save.

Fix:

  1. Fill in First Name and Last Name.
  2. Enter the guest's Email.
  3. Enter the guest's Document Number.
  4. Click Add guest again.

Removed guest still appears​

What you see: You removed an additional guest, but they still appear in check-in.

Fix:

  1. Refresh the reservation.
  2. Reopen Edit Guest.
  3. Confirm you removed an additional guest, not the primary guest.
  4. Wait a minute, then refresh again.
  5. Contact support if the guest still appears.

Changes not syncing from PMS​

What you see: Updates made in PMS don't appear in Streamliner.

Fix:

  1. Wait a few minutes for sync.
  2. Check PMS connection in Settings → Essentials.
  3. Contact support if delays persist beyond 10 minutes.

Room change blocked by Do Not Move​

What you see: You cannot swap the room, or the reservation shows a lock badge.

Fix:

  1. Open Reservation Details.
  2. Turn off Do Not Move if the guest can move.
  3. Click Save and refresh the page.
  4. If the lock came from your PMS, clear it there instead.

Guest removal shows a synchronization warning​

What you see: You remove an additional guest, but Streamliner shows a warning about AVA synchronization.

Fix:

  1. Refresh the reservation or reopen it.
  2. Remove the guest again only if they still appear.
  3. Continue working if the guest already disappeared from the reservation.
  4. Contact support if the warning keeps coming back.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Notes fail to save repeatedly
  • ❌ Guest edits don't sync after 10+ minutes
  • ❌ Edit functionality is missing for Cloudbeds
  • ❌ A Cloudbeds guest-count update returns PMS_RATE_PRESERVATION_MANUAL_REVIEW
  • ❌ A Cloudbeds guest-count update returns PMS_RATE_PRESERVATION_SOURCE_TAX_UNSUPPORTED after source review
  • ❌ eZee shows Guest name ... is not exist after you retry the edit
  • ❌ Removed guests still appear after refresh
  • ❌ Guest removal keeps showing a synchronization warning

Helpful to include:

  • Guest name or reservation ID
  • PMS provider name
  • Screenshot of error