View Reservation Details

Quick Lookup

Use the search box to find guests by full name with spaces, last name, or room number.

View reservation details, guest contact info, and room assignments from the Operations View.

Go to: Operations View

Aligned status labels

The reservation modal uses the same status labels as the reservations page. That includes translated labels like No Show in the edit flow.

Tab	Shows	When to Use
Check-outs	Guests departing today	Morning departures
Stay-overs	Guests continuing stay	Mid-day room checks
Check-ins	Guests arriving today	Afternoon arrivals
Calendar	Room timeline across dates	Room planning and occupancy checks
Fresh data window	Keeps data current for a short time after you open the page	Makes tab switching feel instant
Payments	Balance due, deposit, room payment, and folio summary	Review charges before checkout
Modal header	Confirmation number badge when available	Verify the booking fast
Do Not Move lock	Lock badge on reserved rooms	Avoid moving a reservation that must stay put

When PMS setup is missing

If your selected PMS does not have usable credentials, Streamliner shows a recovery state. Use Settings to finish PMS setup, then retry the page.

Access the Operations View

1. From the main dashboard, click Operations View
2. Choose a tab: Check-outs, Stay-overs, or Check-ins
3. Click any reservation to open full details

✓ Each reservations tab runs one background refresh the first time you open it. This applies to Check-ins, Stay-overs, and Check-outs. If the page is still fresh, you keep the cached rows on screen. If it is stale, Streamliner keeps the current rows visible and refreshes them in the background. You can keep working while the update finishes.

On phones

In the reservation details modal, footer actions may show icons only to save space. Use the X icon to close the modal.

View Options

Switch between two display modes using the toolbar:

• Card View: Visual cards with guest photos and key info at a glance
• Table View: Compact list with sortable columns for handling many reservations

Open Calendar View

Use Calendar when you need a room timeline view instead of the list.

1. Open the left sidebar.
2. Click Calendar.
3. Review stays by room and date.

✓ Calendar appears in production for users with reservation read permission. When you move to the previous or next period, Streamliner keeps your room scroll position.

While reservations refresh

Streamliner keeps the room column, date headers, row backgrounds, and scroll container visible. Only the reservation bars and occupancy cells show loading placeholders.

About fresh data

Reservation tabs stay fresh for about 2 minutes. After that, Streamliner fetches new data in the background while you keep using the list.

When refresh is busy

If you click Refresh while Cloudbeds is busy, Streamliner keeps the current list visible. The newest data appears after the background refresh finishes.

On phones and tablets

In Agenda mode, the list now scrolls fully inside the card. If you cannot reach the last items, refresh once.

Card View

The card view displays reservation cards with:

• Guest name and confirmation status
• Info icon next to status (shows why some check-ins are from yesterday)
• Room number and type
• Do Not Move lock badge when the reservation cannot move
• Room readiness icon with a hover tooltip when readiness checks are enabled
• Check-in/out dates and number of nights
• Payment balance and pre-arrival status
• Guest contact information
• Booking source (Website/Booking Engine)

Hover the room readiness icon to see whether the room is ready. Each reservation card uses its own tooltip.

Table View

The table view provides a compact, sortable list with columns for:

• Room number and reservation details
• Check-in/out dates
• Pre-arrival status
• Do Not Move lock badge when the reservation cannot move
• Booking source
• Payment information
• Balance and room status
• Quick action buttons

Rows highlight when you hover. This makes it easier to follow one reservation across columns.

The highlight color matches the tab:

• Check-ins: Blue highlight
• Stay-overs: Green highlight
• Check-outs: Orange highlight

If no reservations match, the table shows an empty state icon and message. If PMS setup is missing, you may also see Settings and Retry buttons instead of a refresh loop.

If you see Display Preferences (gear icon)

You can change row spacing in the table.

1. In the toolbar, click Display Preferences.

2. Choose Comfortable, Cozy, or Compact.

   ✓ Rows update right away.

Action Buttons

Each reservation displays action buttons based on the tab and current status. Buttons appear in both Card View (bottom of card) and Table View (rightmost column).

Common Actions (All Tabs)

View Details

• Icon: Eye
• What it does: Opens the reservation details modal with the full guest list, payment summary, folio details, and notes
• When displayed: Always available
• When disabled: Never disabled

Click to access:

• Guest contact information (with copy-to-clipboard)
• Full reservation details and status
• Room assignment and housekeeping status
• Payment capture controls
• Room change options (Cloudbeds and Opera)
• Edit reservation details (AVA PMS or Mews)
• Update reservation status (AVA PMS only, from Edit Reservation Details)

Clean Room

• Icon: Sparkles
• What it does: Marks the room as clean in your PMS system
• When displayed:
  • Check-ins: When room is assigned
  • Check-outs: When room is assigned and guest not checked out
  • Stay-overs: When room is assigned and marked dirty
• When disabled: Room is already marked as clean
• Tooltip when disabled: "Room already clean"

After the update succeeds, AVA refreshes the reservation's housekeeping status in the background. If the changed room is the one you are viewing, the open reservation modal updates right away. You should still see the new condition when you reopen the reservation.

Check-Ins Tab Actions

Manage Pin / Encode Keycard

• Icon: Key
• What it does:
  • Smart Locks: Generates and assigns a door PIN code
  • Keycard (Automatic): Encodes a physical keycard
  • Keycard (PMS): Triggers PMS keycard encoding
  • Locker Codes: Generates a locker access code
• Variant: Primary (blue button)
• When displayed: Always shown
• When disabled:
  • No room assigned
  • Smart lock not connected to room
  • PMS keycard encoder not configured
• Loading state: Button stays visible and disabled while AVA prepares or generates room access

Room Access Method

Button behavior changes based on your Settings → Room Access configuration.

Check In Guest

• Icon: Log In
• What it does: Marks the guest as checked in and updates status in your PMS
• Variant: Success (green button)
• When displayed: Only before guest is checked in
• When disabled:
  • Guest already checked in
  • No room assigned
• Tooltip when disabled:
  • Already checked in: "Already checked in"
  • No room: "Room must be assigned"

Check-In Requirement

Guests must have an assigned room before checking in. Assign rooms in your PMS first.

Check Out Previous Guest

• Icon: Log Out (Red)
• What it does: Checks out the active guest reservation still occupying the room
• Variant: Danger (red button)
• When displayed: Room is assigned and current reservation is not checked in yet
• When disabled: Current guest is already checked in

Use this when an arriving reservation is blocked because the room is still occupied. AVA checks out the in-house reservation attached to that room.

After a successful checkout, Streamliner refreshes the reservation again. If the room still looks occupied, click Refresh once more. The updated room status should appear after the PMS confirms the checkout.

Check-Outs Tab Actions

Check Out

• Icon: Log Out
• What it does: Processes guest checkout and updates status in your PMS
• Variant: Primary (blue button)
• When displayed: Always shown in Check-outs tab
• When disabled:
  • Guest already checked out
  • No room assigned

Use this for the reservation row you selected in Check-outs. It keeps the direct reservation checkout behavior for departing guests.

Stay-Overs Tab Actions

Stay-overs includes View Details, Clean Room (when dirty), and Manage Pin / Encode Keycard buttons.

The Manage Pin / Encode Keycard button on this tab works identically to the Check-Ins version—use it to regenerate access codes if needed during a guest's stay.

Reservation Details

Section	Information Shown
Guest Information	Guest count, main guest first, guest badges, names, email, phone, date of birth, additional guests
Reservation Details	Check-in/out dates, nights, status, confirmation number, OTA number (when available)
Room Information	Room number, type, housekeeping status
Payments	Balance due, deposit and room payment details, folio summary, capture status
Notes	Guest requests, internal staff notes, PMS notes
Activity	Date-grouped reservation changes with before/after values, including room locks, coverage messaging, and refresh states

All guests in the reservation now appear in the modal. The main guest appears first. Badges identify the main guest and additional guests. Only the main guest row shows date of birth in this section. If a guest name is missing, Streamliner fills it from the guest profile when available.

Do Not Move badge

A lock badge means the reservation should stay in its current room. You will see the same badge in Card View, Table View, and the reservation modal.

Cloudbeds guest order

For Cloudbeds reservations, Streamliner keeps the real main guest first. Even if Cloudbeds shows a different guest on the room record. That keeps the table and modal aligned with the reservation owner.

Guest information layout

Email, phone, and date of birth now use stacked labels in the modal. This keeps long contact details readable inside narrow cards.

Review reservation activity

Use Activity to see the latest successful reservation changes inside the modal.

1. Open the reservation details modal.
2. Scroll to Activity.
3. Review the entries grouped by date.
4. Expand an entry to compare the before and after values.
5. Click Refresh if you expect newer changes.

✓ You can review reservation, room assignment, room lock, note, guest, status, and payment changes in one place.

Coverage messaging

The activity panel tells you which change types are covered. If your PMS supports native activity, Streamliner merges those entries into the same view.

Activity states

If there are no tracked changes yet, you see an empty state. If loading fails, refresh the modal and open the reservation again.

Copy Guest Contact Info

1. Open reservation details
2. Hover over the email or phone number
3. Click the copy icon
4. A confirmation appears when copied

Email and phone values stay readable instead of stretching the card. You can still copy the full address.

tip

On reservation cards, click the phone number directly to copy it.

Edit Reservation Details (AVA PMS or Mews)

Use this to update dates, guest counts, or the OTA number.

1. Open the reservation details modal.
2. In Reservation Details, click the pencil icon.
3. Update Check-in, Check-out, Adults, Children, or OTA Number.
4. Click Save.

✓ The reservation updates, the modal closes, and the status chips stay in sync.

If the pencil icon is disabled

Reservation edits are only supported for AVA PMS or Mews and require a confirmation number.

Cancel or Reinstate a Reservation (AVA PMS Only)

1. Open the reservation details modal.
2. In Reservation Details, click the pencil icon (Edit Reservation Details).
3. In Status, select:
   • Cancelled (to cancel), or
   • Reserved (to reinstate)
   • No Show when your reservation uses that status
4. Click Save.

✓ The reservation status updates in AVA, and the status chips stay current.

Room assignment changes

Cancelling a reservation removes its room assignment. Reinstate keeps the room unassigned.

Payment Summary and Folio Details

Review deposit, room payments, and PMS folio data from the reservation details modal. When folio access is available, Balance Due uses the PMS folio summary.

View Payment Summary

1. Open the reservation details modal.
2. Find the Payments section.
3. Review Balance Due, Deposit Payment, and Room Payment details.

✓ The top-level balance updates when the folio summary finishes loading.

ℹ️ If folio details are unavailable, Streamliner keeps the snapshot balance.

Expand Folio Details

1. In Payments, expand Folio Details.
2. Review the section totals for:
   • Room Charges
   • Extras
   • Taxes
   • Deposits
   • Payments
3. Check the Fidelity badge, Last synced, and Source fields.

✓ Repeated room charge lines stay distinct with secondary labels.

Unsupported folio access

If the PMS does not support folio details, Streamliner disables the folio toggle. It also shows the provider reason.

Refresh Folio Data

1. Click Refresh in the folio panel.
2. Wait for the updated summary to load.
3. Retry if the panel still shows an error.

✓ The folio summary updates without closing the reservation.

Capture a Deposit Payment

1. In Deposit Payment, click Capture Payment
2. Review the confirmation message
3. Click Capture Payment to confirm

✓ The modal shows Payment captured once the capture completes.

info

If capture is still processing, the status updates after a short wait.

Room Changes (Cloudbeds or Opera)

For hotels using Cloudbeds or Opera, you can change room assignments before checkout:

1. Open the reservation details
2. Click Change room
3. Search or filter to find a room
4. Use Move room to filter:
   • Allow move room shows rooms that can be moved
   • Do not move room shows rooms you should avoid
   • All shows every room
5. If a room has alerts, hover the Alert triangle icon to read details
6. Select the new room
7. Click Confirm room change

Locked rooms

A lock icon next to the room number means "Do not move room." You cannot move or swap a reservation until the lock is cleared.

warning

Selecting an occupied room will swap the two guests. Review the warning before confirming.

Room alerts

An amber triangle means the assigned reservation has alerts. Hover to see the alert code, area, and description.

Edit Reservation Details (AVA PMS or Mews)

Use this when you need to correct dates or guest counts for an AVA or Mews reservation. You can also use the same modal to turn Do Not Move on or off.

1. Open the reservation details modal.

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

3. Update the fields:

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

4. Click Save.

   ✓ The updated details show in the modal.

Cancel or Reinstate a Reservation (AVA PMS Only)

Cancel removes the room assignment. Reinstate brings the reservation back without assigning a room.

1. Open the reservation details modal.

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

3. In Status, select Cancelled (to cancel) or Reserved (to reinstate).

4. Click Save.

   ✓ Status updates in the modal.

After reinstating

If the room shows Unassigned, assign a room in your PMS and then click Refresh in Streamliner.

Stale Data Warning

If data is older than 30 minutes, a yellow banner appears:

"Data may be out of date. Last updated [time ago]."

Click Refresh in the toolbar to fetch the latest reservations.

Cloudbeds refresh pacing

If Cloudbeds returns an access error, wait a few seconds before clicking Refresh again. AVA pauses repeated retries briefly so the same failure does not keep repeating. The page keeps your current list visible while it waits.

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Troubleshooting

Reservation not showing

What you see: Expected guest is missing from the list.

Fix:

1. Check you're in the correct tab (Check-ins vs Stay-overs vs Check-outs)
2. Use search to find by full name with spaces, last name, or room number
3. Wait a moment for the automatic page-load refresh to complete
4. Click Refresh if you still do not see the reservation

Reservation shows in Check-ins but check-in date is yesterday

What you see: A reservation appears in Check-ins, but its check-in date is yesterday.

Why this happens: The guest may arrive after midnight. Streamliner keeps the reservation in today's list.

Check:

• You see a blue info icon next to the status badge

Fix:

1. Hover the info icon to read the note
2. Continue the check-in normally when the guest arrives
3. If the reservation looks wrong, click Refresh and confirm dates in your PMS

Full name search not matching

What you see: A full name search returns no results.

Fix:

1. Type the name as First Last with a space
2. Remove extra words like middle names or titles
3. Try a single name to match first or last name

PMS setup required

What you see: The page shows a Settings button, a Retry button, or a setup-required message.

Why this happens: Your selected PMS is active, but it does not have usable credentials yet.

Fix:

1. Open Settings → Essentials → PMS Integration.

2. Confirm the selected PMS is correct.

3. Add the missing credentials or reactivate the PMS.

4. Save your changes.

5. Return to Operations View and click Retry or Refresh.

   ✓ The reservation list should load normally once PMS setup is complete.

Activity is empty

What you see: The Activity panel shows no entries or a limited coverage message.

Fix:

1. Refresh the reservation details modal.
2. Confirm the reservation has had a tracked change.
3. Wait for PMS sync if the change was made recently.
4. Check whether your PMS supports native activity for that reservation.

Calendar not visible in the sidebar

What you see: The Calendar item is missing.

Fix:

1. Confirm your account has reservation read permission.
2. Refresh the page after role updates.
3. Ask your admin to verify access if it stays hidden.

Agenda list cuts off on mobile

What you see: In Calendar → Agenda, the bottom items are not reachable on iOS or Android.

Fix:

1. Pull down to refresh or reload the page once.
2. Scroll inside the white calendar card, not the full browser page.
3. If you still cannot reach the bottom, close and reopen Calendar.

Check In button disabled

What you see: Check In Guest button is grayed out.

Check:

• Guest has an assigned room
• Guest is not already checked in
• Reservation shows correct status

Fix:

1. Verify room assignment in your PMS
2. Wait for sync (typically 2-5 minutes)
3. Click Refresh in toolbar

Manage Pin / Encode Keycard button disabled

What you see: Key button is grayed out or says "Room must be assigned."

Fix:

1. Confirm room is assigned in PMS
2. For Smart Locks: Verify lock is paired in Settings → Room Access
3. For Keycard: Check encoder is configured in Settings → Room Access
4. Click Refresh to sync latest reservation and room access data

Manage Pin / Encode Keycard shows loading too long

What you see: The key button stays visible but disabled with a loading spinner.

Fix:

1. Wait a few seconds. AVA may be preparing room access actions.
2. Click Refresh in the toolbar to fetch a fresh room access snapshot.
3. Retry Manage Pin / Encode Keycard on the same reservation row.

Clean Room button disabled

What you see: Sparkles button is grayed out or tooltip says "Room already clean."

Fix:

• Room is already marked clean in your PMS
• No action needed unless PMS status is incorrect
• Update room status in PMS if needed, then Refresh

Check Out Previous Guest button not showing

What you see: Expected red Check Out Previous button missing.

Check:

• You're in the Check-ins tab
• Current guest is not already checked in
• Room is assigned

Why it's hidden: This button only appears when a previous guest still occupies a room needed for a new arrival.

No room number displayed

What you see: Room shows as "Unassigned."

Fix:

• Room is not yet assigned in PMS
• Assign room in your PMS and wait for sync

Room change button unavailable

What you see: "Room changes are not supported for your PMS."

Check:

• Your PMS is Cloudbeds or Opera
• Guest is not already checked out
• Reservation has an assigned room

Room change blocked by Do Not Move

What you see: The room shows a lock badge, or the move action is blocked.

Fix:

1. Open the reservation details modal.
2. Turn off Do Not Move if the guest can move.
3. Save the change and refresh the page.
4. If the lock came from your PMS, clear it there first.

Alert icon not showing

What you see: A room should have alerts, but no alert triangle appears.

Fix:

1. Click Refresh in the toolbar.
2. Confirm the reservation has alerts in your PMS.
3. Reopen Change room and check again.

Edit Reservation Details is disabled (AVA)

What you see: The pencil icon in Reservation Details is grayed out.

Check:

• Your PMS is AVA
• The reservation has a confirmation number
• The reservation has room information

Fix:

1. Refresh the reservation details modal.
2. If the edit icon stays disabled, make the change in your PMS and refresh again.

Status dropdown missing (AVA)

What you see: You do not see the Status dropdown in Edit Reservation Details.

Why this happens:

• Status updates are only supported for AVA PMS.
• Some statuses do not allow in-app status changes (for example, Unconfirmed, Due In, or Due Out).

Fix:

1. Confirm your hotel uses AVA PMS.
2. Confirm the reservation has a confirmation number and room information.
3. If the reservation is in an excluded status, update it in your PMS and then click Refresh in Streamliner.

Capture Payment button missing

What you see: No Capture Payment button in Deposit Payment.

Fix:

1. Confirm the reservation has a deposit payment
2. Check the deposit status is not already captured
3. Refresh the reservation details modal

Missing payment reference

What you see: "Missing payment reference."

Fix:

1. Refresh the reservation details modal
2. Ask a manager to confirm the deposit in your payment gateway
3. Contact support if the reference is still missing

Payment amount shows unexpected currency

What you see: Payment totals show a fallback currency.

Fix:

1. Confirm reservation-level currency from your PMS
2. Check Settings → Essentials → Hotel Basic Details → Property Currency
3. Click Save and refresh Operations View

Folio details are unavailable

What you see: The folio toggle is disabled, or the folio panel shows an error.

Fix:

1. Confirm your PMS supports folio details.
2. Click Refresh in the folio panel.
3. Keep using the snapshot balance if the provider still reports unsupported access.
4. Contact support if the provider reason looks wrong.

Capture status not updating

What you see: "Waiting for capture result..." stays on screen.

Fix:

1. Wait 1-2 minutes for the payment gateway to respond
2. Close the modal and reopen the reservation
3. Contact support if the status does not update after 5 minutes

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High Volume Tips

Use these workflows to handle groups and busy check-in periods efficiently.

Efficient Check-In Workflow

1. Open Operations View → Check-ins early
2. Switch to Table View for a compact overview
3. Sort by arrival time or room number
4. Note VIP guests and special requests

Processing tips:

• Search first: Type guest name or room number instead of scrolling
• Pre-assigned rooms: Handle these first (faster)
• Problems separately: Flag issues and return to them after the rush

Handling Group Bookings

Before the group arrives:

1. Set up the group block in your PMS
2. Pre-assign rooms in PMS
3. Print or download a rooming list
4. Wait for sync to Streamliner

During group check-in:

1. Set up a dedicated check-in area
2. Check in the group leader first
3. Work through the rooming list room-by-room
4. Hand out keys in order

info

Group reservations are managed in your PMS. Changes sync automatically to Streamliner.

Common Scenarios

Scenario	Approach
Conference (50+ guests)	Pre-assign rooms, print rooming list, process alphabetically
Wedding party (20 rooms)	Group rooms together, check in organizer first
Tour bus (30 guests)	Get manifest from tour leader, pre-stage key cards by room number

What the System Does NOT Support

• ❌ Selecting multiple reservations at once
• ❌ Bulk check-in with a single click
• ❌ Mass room assignments
• ❌ Bulk message sending

Workaround: Make changes in your PMS (Cloudbeds, Opera, Mews), wait for changes to sync, then confirm in Streamliner individually.

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Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Issue persists after refreshing
• ❌ Data shows incorrectly after multiple syncs
• ❌ Room changes fail repeatedly

Helpful to include:

• Screenshot of the issue
• Guest name or reservation ID
• Steps you've already tried

Related Guides

• Editing Reservations and Notes
• Data Not Updating
• PMS Connection Errors