Direct booking
Find and handle a confirmed direct booking
Identify website bookings, verify their payment, and continue daily operations without duplicating them.
- I own or administer an agency
- I manage operations
- I work at the front desk
- Agency
On this page
The outcome is a reconciled direct booking ready to follow the same guest, check-in, key, and cleaning workflow as other reservations.
What reaches the team#
When a compatible payment completes or its card is saved successfully, Holidario creates a reservation with Holidario as the platform and places it on the calendar. Channel Information shows the Direct Booking badge and, when present, payment status.
A request still being verified, or one that fails before confirmation, may not yet have created a normal reservation. Do not replace it immediately with an offline reservation: you could duplicate dates and payments.
Find and verify#
- Open Calendar or Reservations and search by property, dates, guest, or reference.
- Open the event and follow Find and verify a reservation.
- Confirm the Direct Booking badge and Holidario platform.
- Check property, arrival, departure, party size, contact, and amount.
- Review visible payment status. If you have administrative access to the financial record, open the related payment and match the same reservation and request.
- Continue normal communication, identification, check-in, and key-handover procedures.
The booking is reconciled when reference, dates, amount, guest, and payment belong to the same record and no other event represents the same purchase.
Respond to a guest report#
The guest sees payment verification#
Ask them not to repeat payment. Search for the reservation first and ask an administrator to inspect Holidario Payments. Retain approximate time, property, dates, amount, partially masked email, and provider; never collect card data.
The guest has a reference, but staff cannot find the booking#
Check active team, filters, and property authorization. Search by dates and contact, not only reference. If it remains absent, escalate the reference and agency URL without creating another event.
A reservation exists, but payment is not complete#
Do not manually mark it paid or request an improvised transfer. Distinguish Card Saved from failure: it may be a scheduled deferred charge. Read Direct-booking payments and refunds.
Two similar reservations exist#
Do not cancel either until you compare reference, payment identifier, time, and dates. Blocking or cancelling the wrong record can reopen availability or separate a charge from its stay.
Authority limits#
Front desk and managers can operate an authorized reservation, but this does not grant full payment-register, cancellation, or refund access. Escalate actions that are not visible to the agency administrator.
Administrative cancellation is irreversible and does not itself issue a refund. Use Cancel a direct reservation only with the permissions and checks stated there.
Evidence for escalation#
Include the internal reservation ID, reference, property, dates, amount, visible status, provider, and time. Hide identity documents, private guest-panel links, and all sensitive payment information.