Purpose:

This section explains how to manage customer reservations, make changes, cancel bookings, and resend confirmation emails from the reservation list page.

⏱Estimated time: ~15 minutes

1. Where to Set

1. Setting page: Brand Management Screen & Property Management Screen
   
2. Action: 'Reservation List'
   

Brand Management Screen	Property Management Screen

Step 1	・After clicking 'Reservation List', below list will be displayed. *Data exceeding 10,000 entries cannot be displayed.  If 30 entries are shown per page, pages up to 333 can be displayed. ・Please use the filtering options to reduce the number of displayed entries.
Step 2	・Click a reservation to view its details. ・If the reservation was made by a member, the "tripla internal ID", "membership program", "membership ID", and "membership rank" are displayed. ・If a kid is included in the reservation, the price detail section will display the kid’s age and Kids tier ID.

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2. Filtering Reservation

1. Search Box	・Reservations can be searched by "reservation number", "member ID", "name", "phone number", or "email address".
2. Organization	・Select an organization from the dropdown, or enter an organization name or keyword and select the relevant organization to filter reservations. ・Click [All Organizations] to filter and display reservations from all organizations.
3. Date	・Reservations can be filtered by created date, check-in date, or check-out date. ・Searches can be narrowed down by month. ・Selecting a range that spans across months displayed on the calendar (e.g., April to July) is not supported.
4. Reservation Status	・Filter reservation by status, such as “Reserved” or “Cancelled” only.
5. Payment Type	・Filter reservation by payment method, such as "Prepaid" or "On Site".
6. Booking Source	・Set  filter by booking sources, such as “triplaBook ” or “triplaOTA".

・Once a search is performed, the conditions are saved.

The same filtered results are displayed the next time the reservation list page is opened.

*Click [Clear] to remove the search conditions.

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3. Download Reservation List

1. Data can be filtered and extracted by applying specific conditions.
   
2. When filters are applied, up to 10,000 records can be downloaded.
   
3. If no filters are applied, all data will be downloaded.
   
4. If the data contains 1,000 records or fewer, it will be downloaded directly as a CSV file.
   
5. If the data contains more than 1,000 records, a download URL will be sent to the email address used to log in.
   
6. If the data exceeds 10,000 records, a ZIP file will be sent by email.
   

For details on how to search by each condition, see here.

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4. Reservation Detail

1. Status	Displays the current status: Confirmed or Cancelled.
2. Reserved Channel	・triplaBook:  Reservations from the hotel’s official website with on-site payment. ・triplaOTA:  All reservations from the tripla AI website. ・triplaBook → triplaOTA:  Reservations from the official website with advance credit card payment.
3. Created	The date the reservation was made.
4. Property	The name of the booked property.
5. Type	・Standard: Plans that do not fall under any of the categories below. ・Secret Mode: Reservations for plans set to Secret Mode. ・Voucher: Reservations for Voucher plans.
6. Reservation Number	Displays the reservation number.
7. Organization	If the reservation was made while logged into a corporate account, the organization name will be shown.
8. Guest Name	The name of the guest staying.
9. Membership Program	If the booking was made while logged into a member account, the name of the membership program will be shown.
10. Membership Rank	Displays the membership rank, if applicable.
11. Email	The email address entered at the time of booking.
12. Phone Number	The phone number provided during booking.
13. Check-in	Displays the check-in date.
14. Check-out	Displays the check-out date.
15. Number of Nights	Displays the total number of nights.
16. Number of Guests	Displays the total number of guests.
17. Room and Plan	Displays the name of the room and plan that were booked.

4.1 How to Check Member Reservations

1. If a reservation is made without logging in as a member, the membership rank will be shown as “-”.
   
2. If the reservation is made after logging in as a member, the member program name and membership rank will be displayed.
   

4.2 Resending the Reservation Confirmation Email

A confirmation email can be resent if the users did not receive it or needs it again, please follow the steps below:

Step 1	Open the reservation that requires the email resend.
Step 2	n the reservation details screen, click [Resend Confirmation Email] at the bottom to send it again.
Step 3	"Reservation confirmation email has been resent to your guest" will display.

1. If the reservation confirmation email is not received,
   please also check whether the user's email settings (such as spam filters) are preventing the email from being received.
   
2. The resend option will not appear if it is the check-in date or later, or if the reservation has been cancelled.
3. The email address used for the reservation cannot be changed after the booking is made.
    If the confirmation email needs to be sent to a different email address, please resend the reservation confirmation email manually.

5. Cancel Reservation

5.1 Cancellation Processing Deadlines

1. Second Deadline:
   Reservations with check-out dates up to the 15th of the current month cannot be modified after the 19th of the same month.
   Please ensure that all required cancellations are completed by the property by 11:59 PM on the 18th of the same month.

Notes:

1. Cancellations cannot be processed under any circumstances after the billing amount has been finalized.
2. Cancellations made from the admin screen are sent to the site controller as cancellation information only.
3. Updated cancellation fees after changes are not sent to the site controller.
   

5.2 Refund Timing

1. The timing of refunds depends on the credit card company.
   
2. Please advise the users to contact their card issuer directly for details.
   
3. For bookings made with prepayment via credit card, the guest’s card is charged at the time of confirmation.
   

5.3 Free cancellation

Step 1	Open the reservation details screen for the applicable booking.
Step 2	Scroll down and click the [Cancel reservation] button.
Step 3	・A popup will appear—set the cancellation fee. ・Free cancelation can be processed by:  　1. Selecting [Free of charges] 　2. Selecting [Apply the original cancellation policy] and set cancellation fee to 0. ・Once the fee has been set, enter any [Remarks] ・Check the confirmation box, the cancellation can be submitted by clicking [Yes, cancel reservation]
Step 4	・If [Don't send the cancellation email to the user] is not selected, a reservation cancellation email will be sent to the guest, as shown in the image below.
Step 5	・And reservation on admin screen will display the updated status accordingly.

5.4 No-show Processing

1. For no-show processing as well, please follow the same flow as above and adjust the cancellation fee before proceeding.

1. For details on cancellation policies and fee collection, please refer to Cancelation Policy. 

5.5 Modifying the Cancellation Fee for a Cancelled Reservation

Step 1	Click the [Change Cancellation Fee] button on the cancelled reservation.
Step 2	A popup screen will be displayed, and update the appropriate field.
Step 3	Once submitted, a “Change of Cancellation fee” email will be sent to the users.

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6. Update Reservation

Deadline for Update Reservation in the admin screen

1. First Deadline:
   Reservations with check-out dates in the previous month cannot be modified after the 4th of the following month.
   Please ensure that all required cancellations are completed by the property by 11:59 PM on the 3rd of the following month.

1. Second Deadline:
   Reservations with check-out dates up to the 15th of the current month cannot be modified after the 19th of the same month.
   Please ensure that all required cancellations are completed by the property by 11:59 PM on the 18th of the same month.

1. Changes made from the admin screen are not synchronized with site controllers, 
   Please adjust inventory on the property side as needed.
2. A “Reservation Information Update” email will be sent to the guest.

6.1 How to Update Reservation

Step 1	Open the reservation details screen for the applicable booking.
Step 2	Click [Update Reservation].
Step 3	・The editable fields are displayed. ・Please make the necessary changes and proceed with the update.

6.2 Reduction of nights

Step 1	・After clicking [Update Reservation], "Update reservation" screen will appear.  ・Click [Next] button below "Reduction of nights".
Step 2	・Select the new date range. ・Click [Next] again.
Step 3	・The new dates will be reflected. ・Review the updated dates and price, and click [Confirm Update].
Step 4	・After clicking [Confirm Update], a pop-up will display.  ・Click [Update] to finalized the changes.

6.3 Reduction of rooms

Step 1	・After clicking [Update Reservation], Update reservation screen will appear.  ・Click [Next] button below "Reduction of Rooms.".
Step 2	・Select the room to be canceled. ・Click [Next] .
Step 3	・The new rooms will be reflected. ・Review the updated price and room, and click [Confirm Update].
Step 4	・After clicking [Confirm Update], a pop-up will display.  ・Click [Update] to finalized the changes.

The following operations are not supported.

● Changing the number of guests in the same room

▼Example:
3 guests in 1 room → 2 guests in 1 room

However, a reduction in the number of guests due to a room reduction is supported.

▼Example: 

Room 1: 2 guests / Room 2: 2 guests

→ Room 1 is canceled, and the reservation is changed from 4 guests to 2 guests.

6.4 Rate Change (Discount)

6.4.1 How to change rate

Step 1	・After clicking [Update Reservation], Update reservation screen will appear.  ・Click [Next] button below "Rate Change (Discount)".
Step 2	・Enter the new total price or discount amount to deduct from the total. ・For multi-room reservations, price adjustments can be made per room.
Step 3	・The new price will be reflected. ・Review the updated price, and click [Confirm Update].
Step 4	・After clicking [Confirm Update], a pop-up will display.  ・Click [Update] to finalized the changes.

6.4.2 If Price Is Adjusted Multiple Times

If the reduction is applied multiple times, the latest rate will be applied.

First Change	Second Change

1. If the rate is changed multiple times and the payment amount increases, 
   a payment error may occur and the change may not be completed.
   ▼Example:
   If the first reduction is 1,000 yen and the second reduction is 500 yen,
   the payment amount for the second change will be higher than the first.

1. The accommodation amount can be changed to 0 from the admin screen.
2. For reservations with advance credit card payment,
   the payment is canceled when the amount is changed, and the amount cannot be modified afterward. 
   (For on-site payment reservations, the amount can still be changed.)
3. For reservations with options:
   ・Only the room rate can be changed.
   ・Option fees cannot be modified.
   The maximum reduction amount is limited to the accommodation rate.

6.5 Changing to a Different Date

1. Changing the reservation to an entirely different date is not supported.
2. Please ask users to cancel and rebook with the new desired dates.
   

6.6 Reactivating a Cancelled Reservation

・Once a reservation has been cancelled, it cannot be reactivated.

・Please ask the users to make a new reservation if needed.

If a rate change or a stay/room reduction (including guest reduction) is processed incorrectly by the property, please settle the difference on site.
Since the original amount cannot be restored, be sure to verify that the modified amount is correct before confirming the change.

6.7 Additional nights, additional guests, additional rooms, and guest reductions.

Additional nights, additional guests, additional rooms, and guest reductions are not supported.

6.8 Switching to On-Site Payment Due to a Card Payment Error

1. If a card payment error occurs during a reservation change, the payment can be switched to on-site payment.
2. A warning message is displayed on the admin screen.
   

Notes:

1. The advance credit card payment will be canceled, and the accommodation fee must be paid on site.
   
2. The guest will receive an email notification confirming that the payment method has been changed to on-site payment.
   
3. When the payment method is changed from advance credit card payment to on-site payment, this information is not sent to the site controller.
   If necessary, please update the data in the site controller or PMS.

6.9 Point Handling During Reservation Changes

For properties using the Points Program:

1. When a reservation is modified from the admin screen, the awarded points are automatically adjusted as long as the points have not yet been granted to the user.
2. If the points have already been granted to the user, a notice will be displayed when the reservation modification is completed.
3. Even if the check-out date is changed from the admin screen, the points validity start date and expiration date are not changed.
4. Points are granted after check-out, so points cannot be deducted at the time of reservation modification.
5. If the guest modifies the reservation themselves via the reservation confirmation email, the awarded points will also be adjusted.
   

1. For multi-night reservations, points are applied starting from the first night.
   If the point discount amount exceeds the room rate of the first night, the remaining discount is applied to the second night.
   Therefore, if a night with applied points is reduced, the corresponding points are refunded to the user.
2. For multiple-room reservations, points are allocated proportionally based on each room’s rate.
   Therefore, if a room is reduced, the points applied to that room are refunded to the user.

For more on point addition/deduction, please refer to Point Addition. 

6.10 Payment Flow During Reservation Changes

1. Credit card payments are processed as immediate payments at the time of reservation.
2. When a reservation is modified, a new payment is processed and the original amount is canceled at the same time.
3. The timing of refunds depends on the card issuer and cannot be confirmed by us.
   Guests should contact their card issuer directly for details.

The same payment flow applies to both guest-side and admin-side reservation changes.

▼Example:

Reservation change from 2 nights (10,000 yen) to 1 night (5,000 yen)

→ A payment of 5,000 yen is processed, and the original payment of 10,000 yen is canceled.

Once a reservation is modified in the admin panel (price reduction, room reduction, or night reduction), further changes cannot be made from the guest’s side.
The email notification sent after a reservation is modified in the admin panel also states that further changes cannot be made.