Find and verify a reservation

This guide is for an individual owner or agency operator who must verify a reservation before taking an operational action. If an agency manages your property and you only need to review a reservation it has authorized for you, use Review a reservation for an authorized property.

The goal is to confirm that you are working with the correct reservation before contacting the guest, registering check-in details, or escalating a discrepancy.

Locate it#

1. Open Reservations from the PMS menu.
2. Use Search by guest name or the available filters.
3. Check the active team if you belong to more than one organization.
4. Open the correct result. Holidario takes you to the corresponding calendar event.

You can also start from the Calendar when you know the property and dates.

Verify before acting#

Confirm at least:

• property and operation;
• arrival and departure dates;
• available guest name, phone, and party size;
• active, cancelled, or no-show status;
• reservation source and external reference when present;
• calendar position and absence of a duplicate reservation;
• conversations, check-in records, or incidents relevant to your task.

Financial amounts, payouts, and documents may depend on additional permissions and modules. Another person seeing a different section does not mean your account is failing.

If a Booking reservation has no phone#

When a Booking reservation arrives between today and the next seven days, Holidario automatically tries to retrieve the phone if it is missing or invalid. Work is spread per team with a maximum target cycle of 24 hours so the connected Booking account is not overloaded.

Booking may still withhold the number. If the reservation is already inside that window and the phone remains empty after one cycle:

1. confirm that the reservation, property, and Booking reference match;
2. check that the operation's Booking connection is still authenticated;
3. check in Booking whether the phone is available for that reservation; and
4. escalate with the property, dates, reference, and check time, without copying credentials or session data.

Do not invent a phone or reuse one from another reservation. The automatic update does not change who may open the reservation or broaden access to its data.

If it does not appear#

1. Clear filters that may exclude it.
2. Check the team, property, and date range.
3. Search for variations of the guest name.
4. Review connection alerts if the reservation should come from Booking.com or Airbnb.
5. Confirm in the OTA that you are checking the correct listing and reference.

Do not create a manual reservation to replace a missing OTA reservation: this may create a duplicate or incorrect availability. Escalate with the property, dates, platform, external reference, and check time.

If you see someone else's reservation#

Stop viewing it and notify the administrator immediately. A limited property owner or provider must not investigate another resource's information independently.

Expected result#

You can explain which accommodation and stay the reservation represents, where it came from, its current state, and which next action your role is allowed to take.