Review a reservation for an authorized property

Use this page when an agency manages your property and asks you to review a reservation. It is deliberately narrower than the operational guide used by the agency's front desk: your goal is to identify the authorized stay and answer the specific property or financial question without using unrelated guest data.

Understand your access boundary#

The agency authorizes your user for selected properties and their related resources. The Reservations list is filtered by that resource authorization, and opening a result also checks the active team, reservation authorization, and authorization for its calendar event.

Your standard managed property-owner role has read access to authorized reservations and events. It does not give you permission to edit or cancel a reservation, mark a no-show, create a replacement, change check-in data, or operate the agency's guest communication workflow.

Find the reservation with the least personal data#

1. Confirm that the active team is the agency that manages the property.
2. Open PMS > Reservations.
3. Prefer the reservation ID, external platform reference, operation, and dates supplied by the agency.
4. Use guest name or phone only when the agency's request genuinely cannot be matched without it.
5. Open the result. Holidario redirects the reservation record to its authorized calendar event.

Avoid broad searches by a common guest name. A name match alone is not enough to identify the correct stay.

Verify only what the question requires#

Start with these lower-sensitivity operational identifiers:

• property and operation;
• reservation or event ID;
• arrival and departure dates;
• active, cancelled, or no-show state;
• booking source and external reference, when available.

If the agency asked about a payout, invoice, or amount, then check the relevant period and financial fields needed for that question. Do not copy all values into a message when the reservation ID and one disputed amount are sufficient.

The event screen can also display guest name, phone, party size, language, check-in records, documents, and operational links because agency staff use the same underlying screen. Their presence does not make them necessary for your task. Do not open, copy, download, or share those sections unless the agency's request and its privacy policy specifically require it.

Report the result without changing the reservation#

Record the reservation ID, property, dates, source, current state, and the precise field relevant to the question. Reply through the shared document, ticket, or agency contact that originated the request.

Do not contact the guest, create a manual reservation, change dates or status, or use guest-facing links to resolve an agency question. The agency operator must perform and verify operational changes.

If the reservation is missing#

1. Clear filters and confirm the active team.
2. Recheck the property, dates, reservation ID, and external reference supplied by the agency.
3. Ask the agency whether the record exists and whether your authorization for that property is current.
4. Report the identifiers and exact error; do not send guest contact details or identity documents.

Do not create another account or a replacement reservation. Missing access and a missing OTA synchronization are different problems, and the agency must determine which one applies.

If unrelated information appears#

Stop viewing the record immediately. Do not open more tabs, download files, take a full-page screenshot, or investigate which owner it belongs to. Notify the agency with your user email, active team, screen, record ID, and time; omit the visible guest data unless the agency explicitly needs one minimal field to locate the incident.

Expected result#

You can identify an authorized stay and answer the agency's specific question using the minimum necessary information, without taking front-desk actions or retaining unrelated guest data.