Help centre
The questions the desk asks most
Eight answers that cover most of what reaches our support team. Every one of them is something a receptionist can do without calling anybody.
Support is there seven days a week, by email or from inside the app.
Common questions
Property management, channels and payments
If the answer you need is not here, write to our support team and a person will reply.
A reservation has not arrived from Booking.com. What should I check first?
Check that the room type and rate plan are still mapped in the channel manager. The usual cause is a room type that was renamed on Booking.com, which needs mapping again. If everything looks right, write to our support team and we will look into it with you.
How do I move a guest to another room after check-in?
Drag the booking to the new room on the bookings calendar, or open the booking and choose another room. The room list shows which rooms are clean and which are dirty, so you can move the guest into one that is ready.
A guest's card was declined. What happens next?
Send the guest a payment link by email so they can pay with another card. The booking is not cancelled automatically. The balance stays on their invoice and on the guest balance report, and you can block checkout until it is paid.
How do I close a room for maintenance?
Create a booking with the status Out of order on that room, for the dates it is closed. The room is blocked for those dates, and availability updates on every channel in real time.
Can I change a rate for one night only?
Yes. Open the rate calendar, choose the room type and rate plan, and set the amount for that night. Minimum stay, closed to arrival and closed to departure can be set on the same dates.
How do I export data for my accountant?
Open Reports and choose the one you need, such as payments, taxes or the ledger summary. Set the period, then export it as CSV or PDF, or print it.
How do I add a new member of staff?
Invite them by email and choose a role: owner, employee or housekeeper. You then decide what each person is allowed to see and do.
What do I do if the internet goes down at the property?
thelobbyboy runs in the browser, so it needs a connection. A phone hotspot is enough to keep the desk working until the internet is back.