The Reservations page is where you find every past and future reservation in your Duve account. From here, you can search and filter reservations, see who is staying with you today, export reservation data, and open any reservation to view its full details. Each reservation also has its own page, where you can review guest information, manage payments and documents, and track everything that happened during the stay.

Quick navigation:

• Use cases
• Before you start
• What's on the Reservations tab
  • The reservations list
  • In-House guests
  • Filtering, sorting, and exporting
• What's on the Reservation page
  • Basic
  • Connectivity
  • Booker
  • Guests
  • Unique codes
  • Additional fields
  • Assigned team members
  • Pre Check-In
  • Pre Check-Out
  • Payments
  • Additional services
  • Check-in requirements
  • Notes
  • Documents
  • Satisfaction
  • Reservation log
  • More actions
• Restrictions & Limitations
• Tips & Tricks
• FAQs
• Related articles

Use cases

• Check which guests are arriving, staying, or departing today.
• Look up a reservation by guest name, email, phone number, address, or external ID.
• Review a guest's Pre Check-In answers, arrival details, and signed terms.
• Charge a security deposit or add a manual charge or credit.
• Export reservation data to Excel or CSV for reporting.

Before you start

• Reservations are created in Duve automatically through your PMS, channel manager, or iCal connection. Make sure your integration is connected so reservation details sync correctly.
• The details Duve shows depend on what your PMS, channel manager, or iCal sends. If a field (for example, the guest's email) is not provided by the source, it will be empty in Duve until the guest or a user fills it in.

What's on the Reservations tab

The reservations list

1. Go to Reservations in the main menu.
2. By default, the Check-in Date filter shows reservations checking in over the next month, starting today. Change the date range to see other reservations.
3. Click any reservation to open its reservation page.
4. To create a reservation manually, click "New Reservation".

The main table includes these columns:

• Room/Rental Name
• Guest first and last name
• Guest email
• Guest status, which updates as the guest moves through their journey:
  • Before check-in: Future reservation. The guest has not completed the Pre Check-In wizard yet.
  • Pre-Checked-in: The guest completed the Pre Check-In wizard.
  • Checked-in: The guest arrived, and the Arrival task on the Tasks page was completed.
  • Pre-Checked-out: The guest completed Pre Check-Out.
  • Checked-Out: The guest departed, and the Departure task on the Tasks page was completed.
  • Canceled: The reservation was canceled.
• Check-in date and Check-out date
• External ID: The reservation ID from your PMS or channel manager.
• Source name: The booking source.
• Created at: When the reservation was created in Duve.

In-House guests

Click In-House at the top of the Reservations page to see everyone currently staying with you. This view includes guests checking in today and guests checking out today.

Filtering, sorting, and exporting

• Filter: Use the filters at the top of the page to narrow results by fields such as address, city, or guest phone number.
• Choose columns: Click the three-bar icon to select which columns appear in the table.
• Sort: Click a column title to sort alphabetically or by date.
• Export: Click the three-dot icon, then:
  • Select Export to download only the columns currently shown.
  • Select Export All to download every field.

Exports are available as Excel or CSV files.

What's on the Reservation page

Each reservation page brings together the reservation details, action buttons, and activity log. Information comes from three places:

• Your PMS, channel manager, or iCal: Synced automatically, such as guest details, booking source, and external reservation ID.
• The guest: Added through the Pre Check-In wizard.
• You: You can edit or fill in any field on the page. Click Save to keep your changes.

Basic

• Shows the assigned room/rental and the stay dates, synced automatically.
• Shows the current Guest Status.
• Click the arrow box next to Assigned Room to open that room/rental's page.

Sub-reservations: If this is a sub-reservation, the Basic section links to the main reservation. Guests are added and access the Guest app through the main reservation.

Connectivity

Shows details synced from your PMS, such as the booking source, agent, reservation number, and reservation status (using the status names from your PMS).

Booker

Shows the contact details of the person who made the booking: first name, last name, email, and phone number, as provided by your PMS, channel manager, or iCal.

• Masked emails: If the booking source provides a masked email, Duve uses it until the guest updates their email in the Pre Check-In wizard.
• Language: The guest's preferred language is set from the nationality sent by your PMS. If no nationality is available, Duve uses the phone number's country code. The guest can change it in the Guest app, or you can change it here.
• Start chat: Click Start chat to open a conversation with the guest in the Communication Hub sidebar.

Guests

Lists the contact details of every guest on the reservation. Each guest gets a guest profile, which also shows their mobile key access when mobile keys are connected.

Unique codes

Shows the unique access codes imported from your PMS for this reservation. You can also add or edit codes manually in the Add Unique Codes section.

Additional fields

This section appears only when the reservation has Additional Fields. It shows extra reservation details that go beyond Duve's standard fields, such as guest categories, special requests, or internal tags.

Assigned team members

Assign team members to the reservation. Team members auto-assigned to the room/rental are marked as auto-assigned. Team members responsible for check-in, check-out, or cleaning for this room/rental appear on the Tasks page when new reservations are created.

Pre Check-In

Shows the information the guest entered in the Pre Check-In wizard:

• Verified or updated contact details (phone number and email)
• Number of guests
• Answers to custom questions
• Payment status
• Arrival information: estimated arrival time, transportation method (plane, train, and so on), and selected check-in method
• Smart Early Check-In selection and amount paid, if purchased
• Terms and Conditions acceptance, including the recorded IP address, date, and time
• Marketing opt-in, if the guest agreed

To share the Pre Check-In wizard with the guest manually, copy the link next to the section title.

Pre Check-Out

Shows the guest's Pre Check-Out details, such as their check-out time, which you can edit. To share Pre Check-Out with the guest manually, copy the Pre Check-Out link.

Payments

Shows a breakdown of the accommodation payment, extra services, and taxes. Payment details can be pulled from your PMS or channel manager, or edited in Duve.

• Add charges or credits: Add manual charges or credits and change the currency.
• Sync payments: For 2-way PMS integrations that support pushing payments, click Sync payments to update payments from your PMS.
• Charge deposit: To claim a security deposit, click Charge deposit, enter the amount, and add any notes.

Additional services

Shows the security deposit, custom services, and upsells the guest purchased. Click any order to open its Order page.

Check-in requirements

Customize the check-in requirements for this reservation only, without changing your default Settings.

1. Enable Override default settings.
2. Turn the individual requirement toggles on or off.

How the override behaves:

• Override on, requirement toggle on: The page is shown to the guest in Online Check-in, but it is optional (with a warning page).
• Override on, requirement toggles off: The Online Check-in flow does not change.

Notes

Shows notes synced from your PMS or channel manager, if any. You can also add internal notes, which are visible only to account users.

Documents

Lists documents uploaded by the guest, with the document type and the date and time received. Click Add New to upload a document manually.

• Contracts: Click View to open the contract in Duve.
• ID/passport and credit card scans: These are not stored in Duve. They are emailed to you as attachments. Click Copy email title to clipboard, then paste it into your email search bar to find the message.

Satisfaction

Shows the guest's feedback, including reported room/rental issues and star ratings for Staff, Cleanliness, and Overall. If the guest rates below 4.5 stars and leaves a review, the review appears here too.

Reservation log

Records the date, time, and recipient of every automated communication sent to the guest, plus summaries and documents sent to the host. Reservation updates and mobile key access are logged here as well.

More actions

• Guest Area link: Copy the link next to the guest name at the top of the page to share the Guest app with the guest manually.

  

• Next/previous reservation: Use the arrows at the top of the page to move between reservations.

  

• Cancel a reservation: Click the three-dot icon and select Delete. The reservation moves to Canceled status.

  

Restrictions & Limitations

• Reservations cannot be permanently deleted in Duve. Selecting Delete changes the status to Canceled.
• A security deposit can be claimed only once. After you claim an amount, you cannot claim it again for a higher or lower amount.
• Fields not provided by your PMS, channel manager, or iCal stay empty until filled in by the guest or a user.
• ID/passport and credit card scans are not stored in Duve. They are only available in the email sent to you.
• Sync payments is available only for 2-way PMS integrations that support pushing payments.

Tips & Tricks

• To find canceled reservations, filter the Status column by Canceled.
• Use In-House at the start of each day to quickly see who is arriving, staying, and leaving.
• If a guest did not receive the Pre Check-In wizard, copy the link from the Pre Check-In section and send it to them directly.
• Use internal notes to share context with your team without it being visible to the guest.

FAQs

Q: Why does the Reservations page only show next month's reservations? 
A: The Check-in Date filter defaults to the next month starting from today. Change the date range to see earlier or later reservations.

Q: Why is the guest's email missing on a reservation? 
A: Duve only receives the details your PMS, channel manager, or iCal sends. If no email was provided, the field stays empty until the guest adds it in the Pre Check-In wizard or you enter it manually.

Q: Why don't I see the Additional Fields section on a reservation? 
A: The section appears only when the reservation has Additional Fields. If your PMS does not send custom fields, or the reservation has none, the section is not shown.

Q: How do I delete a reservation? 
A: Reservations cannot be deleted. Click the three-dot icon and select Delete to move the reservation to Canceled status.

Q: Where can I find a guest's passport or credit card scan? 
A: These scans are emailed to you, not stored in Duve. In the Documents section, click Copy email title to clipboard and search for it in your inbox.

Q: Can I change a security deposit charge after claiming it? 
A: No. Once a deposit is claimed for a specific amount, it cannot be claimed again for a different amount.

Q: How long does Duve keep reservation and guest contact information? 
A: Reservation information is saved in Duve and is never deleted. Some data is kept for a limited time: Required Documents are stored securely for 6 months after the check-out date, and E-Signatures are deleted if the E-Signature deletion feature is enabled.

Q: Can a reservation have 0 adults? 
A: Yes. Duve keeps the exact guest composition received from your PMS, including reservations with 0 adults and only children or babies. Guest counts stay accurate across Online Check-in, e-signature forms, payment pages, and dynamic parameters.

Q: I have 2 PMS connections with the same ID. Which one should I delete? 
A: On the Reservations page, check the Source Nickname column for your recently synced reservations. If reservations are coming from only one sync source, it is safe to delete the other one.

Q: Why is a guest with a canceled reservation still receiving messages from Duve? 
A: The reservation status has most likely not been updated in Duve yet. Make sure your PMS connection is up to date and has no errors, then sync manually:

1. Go to Settings > Connections and open your PMS connection.
2. Click Sync Now.
3. Wait for the Full Sync Completed notification.
4. Open the reservation and check that its status changed to Canceled.

Related articles:

How to export a report from the Reservations page
Sub Reservations Logic and Behavior within Duve
Additional Fields for Reservations and Rooms/Rentals
Rate and Review - Reviews page