Bookings and the calendar

Upgrades

Move a guest up a grade, priced or complimentary, with the reason recorded.

The Upgrades tab on the Operations screen offers today's candidates: bookings that could move up a grade, with what is free above them.

The Upgrades tab: who cannot be housed as sold, and the one-pass run for today's arrivals.

Do this

Cannot be housed as sold — arrivals whose room type is full or out of order, each with the room the system would move them to and what that costs or does not.
Show what it would do — a dry run over today's arrivals. Nothing changes.
Apply them — moves everyone the dry run listed, at the rate they booked.
Move up on a single row does one at a time. Move up anyway is offered when the move costs money and needs somebody to say so.

The ladder at the foot is the order of types, seeded from what each actually sells for — the market's opinion, not the brochure's.

An upgrade may be charged or complimentary. A complimentary one asks for a reason from the comp list, which is what makes "we gave away eleven suites last month" a question with an answer.
It refuses with "no room to upgrade into" when nothing is free above the booked type, and with "below the booked room type on the ladder" if you pick a room that is a downgrade.
The ladder is your room types in order. If it is wrong, it is set in the hotel's room types, not here.

An upgrade at check-in is often better business than an empty suite, and this tab exists so it is a decision somebody makes on purpose rather than a favour that never gets counted.

Upgrade from the booking card

Since September 2026 the usual way is the Upgrade button on the booking card, beside *Move room*. It lists every category other than the booked one, best first, each with an *upgrade* or *downgrade* badge, how many of its rooms are free for these nights, what it sells for per night and the difference for the stay if charged — then the rooms in the category you pick.

The Upgrade dialog: the categories best first with rooms free and the price, the reason, the charge box, and the Upgrade button.

The categories, best first, with how many rooms are free and what each sells for over these nights. Pick one, then a room in it.
Reason — recorded with the upgrade.
Charge the guest the new category's rate — leave it clear for a complimentary upgrade.
Upgrade.

Complimentary by default. The guest keeps their rate; the record says *Upgraded* with the reason from the comp list. Tick the box to charge the new category's rate — an OTA booking still refuses a re-price, and the footer warns before you press.
A lower category is offered too. It goes through as a room move and is recorded as a downgrade, never as an upgrade.
The ladder sets itself for a hotel that never ranked its types: by the average published rate over the next six months, lowest first, so the market's opinion of which room is better is the one used. A hotel that has ranked its types by hand is left alone; the Rooms screen is where to change it.

More in Bookings and the calendar

Reading the calendarRooms down the side, dates across the top, and four things worth knowing about the colours. Blocking a room from the chartRight-click a room, say why, from which night to which, and who is blocking it. The channel is told; the chart draws it; a booking into it is refused. Making a bookingNew booking, or click an empty square on the chart. What each field is for. A booking the desk may hold and a manager confirmsAn OTA booking, or one billed to a company or an agent, is held by the desk for 30 minutes — or confirmed there and then with a manager's own login. Bookings that have no room yetEvery live booking with no room number, from any source, is drawn on the chart and listed beside it — and dragged onto a room. Taking a group at your own deskA party needing rooms of more than one kind — a wedding, an offsite, a tour — is taken from the calendar as ONE group: a line per room type, one contact, one code over all of it. Who is paying for a bookingOn a booking typed by hand, the payer — guest, company, travel agent or OTA — can be corrected. The bill moves with it. Where the price comes fromThe rate plan sets the price. Who may change it is a separate question with a deliberate answer. Changing the rate on a bookingAnybody at the desk may name the rate until the guest checks out; after that only an administrator, and it is a tax note. An OTA rate is never changed here. Changing a bookingDates, room, guest and rate can all be amended. Some changes are refused, and some can be overridden. Cancelling, and no-showsBoth need a reason from the list, and both leave the record standing. Holding a room, and the guest pay linkA time-boxed hold with a link the guest can pay on. It releases itself if they do not. Putting a stay in another guest's nameOnly an administrator. Any status, before or after check-out. The booking and its bills carry the new guest; the invoice number, the charges and the tax do not move. A room with more people than it sleepsMoving a party of four into a room that sleeps three is allowed: the picker warns, asks once, does it, and records who said yes. Day use: a room sold for the day, not the nightA guest who arrives in the morning and leaves in the evening and never sleeps in the room. It reserves nothing, holds no room until the desk hands over a key, and the same room can serve two day guests and still take its overnight guest. Booking the same stay againBook again copies a stay for a returning guest, and tells you what the price would be now. Group bookingsMany rooms under one name, created together and cancellable together. Moving a guest to another roomDrag the bar on the chart, or use Move room. It asks for a reason and refuses for good ones. Messaging a guestTemplates render the message; a person sends it. Nothing goes out on its own.