Reservations FAQ

Q: How much time does Duve save reservation information and guest contact information?

A: The reservation information is saved in Duve and is never deleted. There are certain features that are not saved, however such as Required Documents (secure storage is only for 6 months after checkout date) and E-Signature, if the feature for deleting the E-Signature is enabled. 

Q: Why was 1 adult added to a reservation that only had children?

A: Duve will always have 1 adult in the reservation, so if there is not already an adult in the reservation, it will automatically be added.

Q: Where can I see the reservation details?

A: To see all the details of a reservation, go to the front desk's main page and click on "Reservation" in the left sidebar. Then, select the relevant reservation.

Q: I have 2 PMS connections with the same ID. I would like to know which one to delete. Please help.

A: Go to your recently synced reservations and check the Column "Source Nickname". If your reservations are only coming from one sync source, it is safe to delete the other sync source. 

Q: What is the difference between the sub to the main reservation?

A: Please see this article

Q: A guest with a cancelled reservation is still receiving messages from Duve, why is that so?

A: If cancelled guests are still receiving messages from Duve, it is likely that the reservation status has not been updated yet in Duve. To troubleshoot, please check that the PMS connection is up to date and without errors. 

How to handle manually syncing this update: If the reservation is not canceled in Duve, please check the reservation sync to see if it updates. Here are the steps to manually sync the update:

• Go to the PMS Connection page in Settings > Connections.
• Click on the Connection and click 'Sync Now'. This will manually push a sync to your PMS.
• Check your Notifications for a new update 'Full Sync Completed'
• Check the reservation to see if the reservation status has been updated.