Check a coupon presented by a guest

Use this guide when a guest already has a code and you need to confirm its result. It does not create a promotion or authorize a price change.

Confirm the case#

1. Verify the property, dates, and guest count in the enquiry.
2. Ask for the exact code without requesting card or payment screenshots.
3. Confirm whether the guest is preparing a booking or has already paid. A coupon does not retroactively correct a completed payment.
4. Do not test codes beginning with EXT-: they belong to generated extension links and are not ordinary public coupons.

Review without changing#

1. Open Marketing > Coupons and search for the code.
2. Open its detail and review state, validity, discount, minimum purchase, and total uses.
3. Do not select Edit, Create, or Delete to resolve an enquiry.

The default Front desk role may expose creation or editing controls. That technical access does not replace commercial approval: unless explicitly delegated, the campaign, amount, dates, limits, and activation belong to the designated owner.

Do not disclose internal details of other campaigns or guarantee the result merely because the record says Active.

Check the real quote#

1. Privately open the correct property on the agency's public site.
2. Enter the same dates and conditions as the enquiry.
3. Wait for an available price.
4. Enter the code once.
5. Check the message, accommodation discount, cleaning fee, and resulting total.
6. Leave before payment.

The public quote is the operational check because it combines the code, team, state, dates, uses, minimum purchase, and available prices. Validation is rate limited; do not retry in a loop.

This checks the public quote only; it does not prove that final checkout re-enforces the minimum.

Answer without overpromising#

• It applies: explain only the effect shown in that quote; do not promise what final checkout will enforce.
• Invalid, inactive, scheduled, or expired: explain that it does not apply to the current quote; do not reveal another campaign or activate it.
• Exhausted: route it to the promotion owner; do not increase the limit.
• Minimum not met: explain the displayed condition; do not lower the threshold for one booking.
• Price unavailable or bookings paused: do not attribute the failure to the coupon; route the availability issue.
• The guest already paid: follow agency policy for adjustment or compensation requests; do not edit the total manually.

When the discount does not match, retain the code, property, dates, time, previous total, and displayed total. Do not include card details or complete a test payment.