View all the future and past reservations listed in your account on the Reservations page. You can search by various fields, create new reservations, and see all of your In-House guests in one place.
Important Note: When opening the page, the Check-in Date range will always be pre-populated with reservations for the next month, starting from today's date.
In-House Guests
The In-House page has an automatic filter for In-House guests, including guests who are checking in today and checking out that day. From the reservations on the main page click "In-House" at the top to view all of the in-house guests.
Features of the Main Table:
- Room/Rental Name
- Guest's First and Last Name
- Guest Email
- Guest Status
- Before check-in: Future reservation, when the guest hasn’t completed the pre-check-in wizard.
- Pre-Checked-in: The guest filled in the pre-check-in wizard.
- Checked-in: Guest has arrived, the Tasks page Arrival task has been completed.
- Pre Checked-out: Guest has completed pre check-out.
- Checked-Out: Guest has departed, the Tasks page Departure task has been completed.
- Canceled: The reservation was canceled
- Check-in Date
- Check-out Date
- External ID
- Source name (Booking Source will show here)
- Created at (Time the Reservation was created in Duve)
At the top of the page, there are more filters for this table, such as Address, City, Guest phone number, etc. To choose columns to display, sort via the three-bar icon. Each column can be sorted alphabetically or by date by clicking the title of the specific column.
To export reservation information to an Excel spreadsheet or CSV file, click the three dots icon. To export all fields select "Export All". To export only the columns shown, select "Export".
Reservation Page
The unique reservation page has all the reservation information, action buttons, and logs. Any information Duve receives from the sync will be filled into the fields automatically. The guest, using the Pre Check-In wizard, will help add information to the reservation page. You, as the host, have the ability to edit or fill in any other fields on the page.
All the relevant details of the reservation are being updated automatically from your PMS/channel manager or from the iCal connection.
Information that Duve received from the PMS when the reservation was created will automatically be filled in, such as the guest information, booking source, and external reservation ID.
From this page you can also manually send the Confirmation Email, start a chat, send the Pre Check-In Email, send Arrival message, and send Pre Check-Out Email. The time, date and number of messages sent to the guest will show next to each action button. Each automated communication can be overridden and turned off manually for each reservation on their reservation page.
Basic
The basic information of the assigned room/rental and the dates of the stay are automatically synced into Duve. The "Guest Status" will update as the guest moves through their Guest Journey. In this section, you can manually send the confirmation email to the guest and see how many/when they were sent. You can also easily access the specific room/rental page that is assigned by clicking on the box with the arrow next to "Assigned Room". 
When there is a sub-reservation, the basic section will include a link to the main reservation. Guests can be added to the reservation and have access to the GuestApp through the main reservation. The main reservation will receive all the automated communications, while the sub reservation will receive only the arrival email and the pre-scheduled messages.
Connectivity
This section shows the reservation information such as Booking Source, Agent, and Reservation Number synced from the PMS. The reservation status names are synced from the connected PMS.
Booker
This section will show all the contact information for the "booker" of the reservation. Duve will receive any known information (first name, last name, email address and phone number) . Any information that is not available in the PMS/channel manager, or from the iCal connection, will also not be available in Duve. For example, if there is no email address provided from the iCal or the PMS, there will be no email address listed in Duve on the reservation.
If a masked email is provided, the initial communications from Duve will be sent to the masked email, until the guest updates their email address in the Pre Check-In wizard.
The preferred language of the guest is automatically determined based on the nationality pushed from the PMS. If no nationality is found, it will be automatically determined then from the country code of the phone number. The language can be changed by the guest at anytime in their GuestApp, or you can change it here for them.
From this section you can quickly open the chat with the guest in a sidebar of the communication hub by clicking on "Start chat".
Guests
This section will show all the contact information for each guest in the reservation, which will be made into guest profiles. The guest profile will also contain their mobile key access (displayed only when mobile keys are connected)
Add Unique Codes
Unique access codes that are imported from the PMS will show here for each reservation. They can also be managed manually.
Assign Team Members
In this section, a user can assign team members to the reservation. If team members have been auto-assigned to the room/rental, they will show as auto-assigned here. If there are team members in charge of the Check-In, Check-out or Cleaning of this room/rental, it will show on the Tasks page when new reservations are created in Duve.
Pre Check-In
The pre-check-in details are filled in by the guest during the Pre-Check-In wizard sent from Duve. Next to the headline, there is the pre-check-in wizard link which can be copied and shared with your guest manually if needed.
The pre-check-in details include verified or updated contact information of the guest including their phone number and email. As well, as the number of guests on the reservation, the answers to any custom questions, and the payment status.
Arrival Information such as estimated arrival time, arrival transportation method (plane, train, etc.), and the selected check-in method, entered by the guest during the pre-check-in, will be shown here.
From this section, you can manually send the arrival message and see how many have already been sent and at what time/date. You can also choose to override the automated arrival email for the specific reservation by enabling "Don't send arrival emails".
If the guest has selected a Smart Early Check-In, the check-in method and the amount paid will show in this field.
When the guest starts the Pre Check-In they are agreeing to the Terms and Conditions. The recorded IP address and the date and time of this agreement is listed here. If the guest allowed Opt-in marketing, it will be here.
To read more on the Pre Check-In wizard please click here.
Pre Check-Out
The guest’s completed Pre Check-Out details such as the guest’s check-out time, which can also be manually edited by the host
You can manually send the Pre Check-Out email, copy the link to manually send, or override the automated setting so that it will not send the email.
Payments
This section shows a breakdown of the accommodation payment as well as any extra services and taxes paid by the guest. This section can be edited on Duve or pulled from your PMS/CM.
You can manually add any charges/credits and change the currency.
For 2-Way PMS Integrations that support pushing payments: To sync payments from the PMS click "sync payments" in order to update them manually.
If you need to claim the security deposit, you can do that here on this page by clicking "Charge deposit". A popup will appear where you can choose how much to charge and add any notes.
Please note that once the security deposit is claimed in a specific amount, it can not be re-claimed for more or less than originally claimed.
Additional Services
This section will show the security deposit, any custom services and upsells purchased. Click on any order to open the Order Page to view all the details about the order.
Check-in Requirements
A user can override the default options created in Settings for the Check-in requirements and customize them for this reservation only. Simply enable the main toggle switch called "override default settings" and then enable or disable the individual options.
- When enabling the override and turning on the toggle for the specific setting, this will show the desired page to the guest but it will be an optional (with a warning page) to complete in the Online Check-in.
- When enabling the override and leaving the toggles turned off, there will be no change to the Online Check-in flow.
Notes
Under the notes, you have the notes that Duve has pulled from the PMS/Channel Manager if it exists. You also have the option to add your own internal notes on Duve, which will only be visible to account users.
Documents
The Documents field shows all the documents uploaded by the guest, the type of document and the date and time received. A user can upload documents manually by clicking ‘Add New’.
The contract is able to be viewed directly from within Duve by clicking "view". Documents such as the ID/Passport scan and Credit Card scans are not saved in Duve. Instead they are emailed as attachments. To find these documents in the email, click "copy email title to clipboard" and paste the copied title into the search bar in the email used.
Satisfaction
The Satisfaction section will show the guest’s feedback on issues with the room/rental, the ratings by stars for the Staff, the Cleanliness, and Overall. If the guest leaves below a 4.5-star rating, and they leave a guest review, it will also be shown here.
Reservation Log
The Reservation Logs show the dates, times and recipients of the automated communications that were sent to the guest, including summaries and documents to the host. Any updates to the reservation and any mobile key access will be logged here.
What else can you do on the reservation page?
At the top of the page next to the guest name, there is a link to their Guest Area. You can copy this link and share with your guest manually if needed.
You also have the Save button to save any changes made to the reservation page.
Reservations can never be deleted in Duve, they will always be moved to a status of "canceled".
To "delete" a reservation, click the three dots icon and select Delete, moving it to cancel. To find your canceled reservations, change the column of "status" to "canceled".
Use the arrows to easily switch to the next reservation listed.
That's it!
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