What does the colour of the balance at the top of a booking mean?

Green means there is nothing left to collect: the balance is zero or the guest paid more than they owed. Orange means they still owe you, and the number says how much. The dark chip above it is the booking total, and the arrow below opens the breakdown with the tourist tax.

How do I register a charge or a payment?

Tap the balance at the top: «What do you want to register?» opens with two ways only, «Extras» (what the guest consumes) and «New Deposit». Discounts are not registered there. The deposit asks for the amount only: there is no payment-method field.

The guest left a card on hold: is the balance paid?

No. A card held as a guarantee is not money collected: until you press «Charge preauthorization» nothing is taken and the balance stays open. The charge works from the check-in day onwards, and for part of the amount if you prefer. If you never use it, the card is released on its own thirty days after departure.

How do I send the confirmation or the payment request to the guest?

With «Send booking confirmation», under the booking details, and with «Send payment request», inside the «Payments» box. Both open the same sheet, with WhatsApp, «Email» and «Copy link».

Why does the line under the button read «Prepared» instead of «Sent»?

Because only the email actually leaves from our servers. WhatsApp and «Copy link» hand the text to your phone, and from there we cannot know whether you really sent it: for those the line reads «Prepared» or «Copied». The line blocks nothing, so you can send again as many times as needed.

Can nights be removed from a booking that came from a portal?

No. The nights the channel transmitted are protected: you can add nights before or after, priced by your own list, but you cannot remove them. To shorten or cancel you go through the portal, and Vezpa receives the change from there.

Why can I not see the «Check-out» button?

It appears on the departure day, and only for rooms still occupied. To let a guest leave earlier than planned use «Early Check-Out», inside «Edit»: it opens a calendar and lets you pick the new departure date.

What does «Room not assigned» mean?

That the booking has no physical room, even for just one night of the stay. The warning appears in red on the room card, next to the number, and opening the card you get the «Assign room» button. The button is not there for read-only roles.

Booking Card Guide

The account, the payments, the guests and the changes of one booking

Where this card opens The balance and the account Stay and extras Card, advance and balance due What you send the guest The rooms and the guests Labels Changing dates, meal plan or room Closing the stay The menu at the top Check with the portal Room not assigned If something does not add up

Where this card opensOne booking, many doors

The screen is titled «Booking» and covers one booking: the account, the payments, the rooms with their guests, the changes. There is no menu entry for it: you open it by tapping the booking wherever you meet it.

From the calendar, by tapping the coloured bar of a booking.
From Departments, on the Rooms tab or in the Bookings list.
From the Management dashboard: the arrivals, departures and in-house lists, the deadlines panel and the latest messages.
From a customer profile, in the history of their stays.

On a computer it often opens as a side panel. From the calendar and from Departments the card appears on the right instead of full screen: it is the same card with the same functions, and the expand icon at the top takes it full page. The on-screen guide only starts by itself at full page, because in the panel it would reopen on every booking you tap; to replay it there use «On-screen guide» in the menu at the top. «Booking page layout»: you choose how the booking is laid out. From the ⋮ → «Page settings» menu or from the «Property» page: «Classic» (one column, as always), «Two columns» (bill on the left, booking and guests on the right), «Three columns» (booking, bill, history and messages) or «Tabs» (sections in tabs, with bill and actions always at the side). The choice is yours on this device. Next to the calendar the panel widens as much as the columns need; on the phone the booking stays in a single column.

“Business”: work trips

At the top of the card, next to the channel, there is the “Business” chip with the briefcase icon: it marks work trips and bookings made in a company's name. One tap turns it on, another turns it off. It is only a label: the “Tourist Tax” is charged as for any other guest, even when a company pays the bill. On portal bookings it turns on by itself when the channel sends a company's billing details (for example a business booking from Booking.com), and only when the booking first arrives: a later change from the channel does not override your choice. For a guest who really is exempt, see the tourist tax guide.

The stay timeline

At the top of the booking a row of steps shows where the stay is: «Confirmed» → «Check-in» with the arrival date → «At home» → «Check-out» with the departure date. Completed steps have a tick, the current one a dot. The stay moves to «At home» when you press «Guest arrived»; with every step ticked the guest has left. The status is that of the room you opened the booking from: in a booking with two rooms, one may already have checked in and the other not. A no-show has no steps: only the «No Show» chip appears. Cancelled and «On Request» bookings have no timeline: their usual boxes stay as they were.

«Repeat guest»: the guest who comes back

If the main guest has stayed with you before, a green badge «Repeat guest · N previous stays» appears under the timeline. It counts their past bookings that were not cancelled, recognised through the customer history, excluding the one you are looking at. It is not set by hand: it appears and updates on its own.

Next to it the «VIP» star and the main guest's coloured labels may also appear. These are guest labels, different from booking labels: they follow the person from one stay to the next and are managed from their record in the customer history («Guest Details» page, «VIP» and «Label» buttons). The row appears if at least one of these three things is present.

The balance and the accountThe big number at the top, and what sits behind it

At the top of the card there is a coloured band with two numbers: in the dark chip the booking total, below it, in large type, the balance.

Colour	What it means
Green	There is nothing left to collect: the balance is zero, or the guest paid more than they owed.
Orange	The guest still owes you something, and the number says how much (with a minus sign).

The balance is what you have taken in minus what you have to take in: the booking total plus charges, minus the deposits on record. The tourist tax has a balance of its own, kept separate; the number at the top adds the two together, and the arrow under the amount opens the breakdown where you see them apart.

A card held as a guarantee does not lower the balance. A preauthorization you have not charged is not a payment: until you charge it the balance stays open, and the band at the top carries the line «Advance not collected» with the amount held on the card. This is deliberate: counting it as collected would make a booking look paid when no money has arrived.

Charges and deposits

Tap the balance and «What do you want to register?» opens, with two ways only:

Card	What it is for	Effect on the balance
«Extras»	What the guest consumes or what you bill them: an item from the catalogue («From List») or one you type («Off-list item»), with a quantity. It goes to the stay or to the extras: see Stay and extras.	Raises what is owed
«New Deposit»	A payment received. It asks for the amount and the «Payment method» («Cash», «Card», «Bank transfer»): optional, but with tax receipts active it must be chosen, because the tax receipt keeps cash and electronic payment apart. No description. When the booking has extras, it also asks which bill.	Lowers what is owed

The «Extras» sheet carries a «Paid» switch: turn it on and the matching deposit is created for you, so you do not record the same money twice. The payment goes on the same bill as the charge.

Discounts are not registered from here: a price is corrected by tapping it inside the room card (see The rooms and the guests), and price-list discounts are set in the room setup.

The balance recomputes itself after every entry, and so does the total. If your property uses automatic charges (see the catalogue guide), each room receives one when its price exceeds the threshold, and loses it if the price drops below. Bookings from OTA channels do not receive them, unless you chose otherwise on the item.

Stay and extrasTwo bills in the same booking

Every charge on the booking belongs to one of two bills: «Stay» or «Extras». The stay is the bill that goes on the accommodation's fiscal document (invoice or e-invoice). The extras are a separate bill, with their own balance and their own payments, printed as the «Extras bill»: a non-fiscal document.

When there are extras, two lines appear under the balance at the top of the card: the stay balance and the extras balance. The big balance is still the total: payment links and the emails to the guest also count stay and extras together.

Where a new charge goes

Charge	Bill
An item from the catalogue	The one chosen in its department's «Default bill» (see the catalogue guide)
An «Off-list item»	«Extras»
A wellness treatment	«Extras»
Automatic charges (cot, parking, pet, extra bed) and the no-show cost	«Stay»
Charges registered before the bill was split in two	«Stay»

Moving a charge from one bill to the other

In the «Extras» sheet the charges already registered are grouped in two sections, «Stay» and «Extras». Long-press a row to start multiple selection, pick the others, then tap «Move to stay» or «Move to extras». In the header of the «Extras» section, «Merge all into stay» moves every extra to the stay in one go: the case of the guest who wants everything on a single invoice. If a row was marked «Paid», its payment follows it to the new bill.

A row with a lock cannot be moved or deleted. Under its name it reads «Line on an issued document»: it is on an invoice already issued, an e-invoice already transmitted or a separate bill already issued. As soon as the booking's invoice is issued (or the e-invoice transmitted), the stay rows are locked. A row on a separate bill not yet issued («Charge on a separate bill») must first be removed from that bill.

Payments, separate bills and printing

In «New Deposit», when the booking has extras, «Payment on» appears: choose «Stay» (already selected) or «Extras».
Separate bills (the part of the bill made out to another party) only take stay rows: an extra must be moved to the stay first.
The «Extras bill» is printed from the ⋮ menu → «Print», as A5 or an 80 mm receipt. The entry is there only when the booking has extras.

Card, advance and balance dueThe «Payments» box, and when it is not there

Below the balance the «Payments» box may appear. It shows up only if at least one of three things is true: a card is saved as a guarantee, there is an advance to collect, there is a balance due. On a booking already paid and with no card the box is not drawn at all, and that is not a fault.

Line	What it is	What you can do
«Card on hold»	The guest card, saved on Stripe with no charge at all, with the damage-deposit ceiling underneath.	«Release card» frees it straight away; «Charge damage deposit» takes up to the ceiling, and only appears from the check-in day onwards.
«Advance to collect»	The amount held on the card while you decide.	«Charge preauthorization»: a field opens with the amount already filled in, and you can lower it. Before the check-in day the button is there but does not respond.
«Balance due»	What is missing. When it covers two items they appear split underneath: «Room» and «Tax».	«Send payment request» sends the payment link to the guest; «Charge card» opens the card reader, where the terminal is enabled.

The balance-due line exists only if the property collects online. Without Stripe connected that line does not appear, and you read the amount from the balance at the top. The send button in turn needs the booking link: on older bookings that do not have one it is not drawn.

A card on hold is not money collected

Until you charge it nothing is taken. You can charge it from the check-in day onwards, and for part of the amount if you prefer: the field starts at the full amount and accepts any figure above zero and no higher than that.

If you never use it, the card is released on its own thirty days after the departure date: a nightly job does it, on properties with Stripe connected. Before that you can free it whenever you like with «Release card».

The damage deposit is a different thing from the advance: it covers damage, it has a ceiling of its own, and you charge it only if damage happened.

The day before each deadline, at 11:00 property time, the manager and the assistant get a notification with the guest's name, the amount and the reason; tapping it opens the booking. When the payment has arrived, or the booking is confirmed anyway, tap the deadline line and choose «Remove the deadline»: the booking stays and the deadline is no longer reminded. The payment is not recorded from there: money received is recorded as a deposit.

What you send the guestConfirmation, payment, ready-made messages and the history of what went out

Two different things leave this card, from two different places:

«Send booking confirmation» — under the booking details (the box with the guest name). It sends the page with the stay details and the online check-in. It matters most for bookings you enter by hand, which get no automatic email.
«Send payment request» — inside the «Payments» box. It sends the link the guest pays with.

Both open the same sheet, which first says what is about to go out and then asks from where. The channels, in the order you find them:

WhatsApp — opens the chat with the text already written, to the guest number. If the booking has no phone number the row is off and says why.
«Email» — actually leaves from our servers, with your property name as the sender. With no email on the booking, the row is off.
«Copy link» — copies the text to the clipboard, to paste wherever you want. This one is always available.

If your Booking Engine sells in more than one language, the bottom of the sheet also carries the message language selector.

The selector starts from the guest's language, which you also see at the top of the card, next to the channel. Marked «auto», Vezpa decided it: from the language used on the portal, then the guest's country, then the property's language. If an email does not exist in that language, it goes out in English. Tap it to pick one: from then on the automatic emails use it too. Choosing «Automatic» goes back to the deduction.

The line that says whether it already went out

Under each of the two buttons — and again at the top of the send sheet, before you pick a channel — there is a line with the date of the last time something went out. The words change, and the difference matters:

Line	What actually happened
«Sent», with date and recipient	Our servers sent the email. It is the only case in which something left from us.
«Prepared» for WhatsApp, with the date	The text was handed to your phone. Whether you then sent it we cannot know.
«Copied», with the date	The text went to the clipboard. Same story.

The line blocks nothing. If the guest tells you it never arrived, send it again straight away, as many times as needed: this is a note, not a gate. A failed send leaves no line at all, so if you see nothing it means nothing went out.

On a booking from a portal that hides the guest address, the email still goes out and lands in the portal chat: it is that channel that forwards it.

Ready-made messages

Below the booking details there is also “Send a message”: it is for messages that are neither the confirmation nor the payment request and that you want ready without rewriting them each time, for example for guests who have not done the online check-in yet.

Choose the message among yours or the suggestions: “Online check-in reminder” is ready and can be used straight away.
The text arrives already filled in with the guest's name, the dates, the accommodation and the links of this booking, in the guest's language if you wrote it in that language.
Edit it if needed: the change applies only to this message.
Choose WhatsApp, “Email” or “Copy text”, as for the confirmation.

You write the messages in Property → Guests & communications → “Ready-made messages”, or from “Manage ready-made messages” at the bottom of the list. Give each message a name and a text in one or more languages; with “Insert field” you add the details that fill in automatically, the same as in automations. One language is enough: if the guest speaks another one, English is used, then Italian, then the first one you wrote.

Ready-made messages are not sent automatically. For a reminder that goes out on its own before arrival, use Automations.

Conversation

Next to it is “Conversation”: it opens a page with everything between you and this guest, laid out like a chat, from the oldest message to the most recent. It is available to the Manager and Assistant roles.

On the left, the guest's messages received in the portal chat (Booking.com, Airbnb…), marked “Received in the portal chat”.
On the right, everything sent from Vezpa: emails, messages prepared for WhatsApp, copied texts, automatic emails with the name of the automation, and replies in the portal chat. A message delivered in the portal chat appears only once.
Each message shows the date and time, the status (for example “Sent by email”, “Prepared for WhatsApp” or “Not sent”), the channel icon and the portal.

At the bottom of the page there is one button for each portal chat, such as “Reply in the Airbnb chat”, which opens the chat so you can reply to the guest, and “Send a message” to send one of your ready-made messages. Pull the page down to refresh it.

Replies the guest sends on WhatsApp or by email do not reach Vezpa: they stay on your phone and in your inbox. The note at the top of the page says so too.

For WhatsApp the text is the one prepared: if you changed it on your phone before sending, the final version is in your chat.
For automations you see the name, not the text. The text is also missing for messages sent before this feature.
Unlike the line under the buttons, failed sends appear here too, as “Not sent”.

Online check-in

The online check-in link Vezpa sends (automations, ready-made messages, sends from this booking) is a single link for the whole booking: the guest opens it and goes straight to the form of the first guest to register.

Below the booking details the “Online check-in” box shows:

how many guests have already entered their details, for example “2 of 3 registered”;
“Send link”, which opens the ready-made messages sheet, and “Copy link”, which copies the link to paste wherever you like.

In the online check-in the guest sees the main photo of your Booking Engine as the background, a summary with arrival, departure and registered guests, and at the top a tab for each guest: one tap moves from one to the other. Once a guest is saved, their tab shows the name instead of “Guest N” and the form moves on to the next guest by itself. At the end a “Check-in completed” summary lists all the guests, with blurred thumbnails of the document photos sent: they cannot be read, they only help to recognise which photo was sent.

With the same link the guest can come back to review and correct their details until you mark them as arrived with the booking's “Check-in” button: from that moment the link closes for all guests, and one accommodation marked as arrived is enough. If you never press the button, the link closes anyway the day after departure.

“Keys”: the access codes

If the room has a key box in “Access devices” (“Configuration”), the “Keys” box with its code appears below online check-in. When the guest has completed online check-in, check the details and tap “Approve check-in”: the “Access codes (check-in approved)” automation sends the codes on the arrival day at the chosen time (8 am by default), or straight away if you approve later that day.

It is not the arrival “Check-in” button: you can approve days ahead, and the guest is not marked as arrived. If you tap “Check-in” without approving, it counts as approval too.
“Cancel approval” removes the approval until the codes have gone out. Either way they are sent only once per booking.
Once they have gone out, the box says so with date and time.

The rooms and the guestsOne card per room, and inside it who sleeps there

Further down there is one card per room in the booking. The header carries the number, the name, the meal plan, how many guests sleep there and the total for that room. Open it and you get:

«Room» and «Treatment», the two amounts. On bookings from direct channels you can tap them and correct them; on bookings from a portal you cannot.
The days with a meal plan different from the main one, if there are any.
The extras already sold on this room, with the quantity you can change.
The tourist tax for this room.
The guest list, and at the bottom «Add» to put in one more.

The «Guest arrived» button

On arrival day, the room's card shows the button «Guest arrived», the twin of «Check-out». Pressing it records that the guest has arrived and moves that room's bar in the calendar from «Arriving today» to «In house». It is a different action from the online check-in described further below: it does not send any declaration to the authorities.

A line under the button sums up everything it does. Pressing it also closes the online check-in link: from then on the guest can no longer change their details. If you pressed it by mistake, on the same day «Restore» appears: it undoes it and clears the arrival time. If the room has a key box, the check-in also counts as approval of the online check-in: if the time for sending the codes has already passed, the codes go out straight away.

The colour next to a guest name

Every guest has a coloured circle. There are four colours, and they say different things:

Colour	What it means
Green	Guest registered, with a first and last name.
Orange	This is the lead guest of the booking, and they are not registered yet. The circle carries a star.
Red	Another guest, not registered yet.
Grey	A duplicate row: the same guest appears twice. It does not open.

Tap a guest to open their registration. Anyone without a name yet shows as «Lead guest to register» or «Guest to register».

Registered and expected, category by category

In the card header, next to the meal plan, the numbers are split into «Adults», «Youth» and «Infants» — those are the words the app uses — and each category carries two numbers: guests registered and guests expected. 2/1 Youth means two guests of that age band registered where one was declared; 0/1 Infants, none registered where one was declared.

The colour marks the finish line, not what is missing. A complete category turns green; an incomplete one stays neutral, the same colour as the rest of the row. There is no alarm colour for a registration that is missing: what you look for is the absence of green, not a highlight. The full sentence — «registered and expected don't match» — is in the message you get by holding the category down, and in assistive reading.
Infants count among the guests to register.
Where they disagree, the documents win: the category of a registered guest comes from their date of birth, not from what was declared when the booking was made.

A missing registration is not a mistake, and that is why it carries no colour: on the morning of arrival a guest not yet registered is the normal state, and painting it red made every freshly arrived booking look broken.

Each child’s age

A booking declares adults and children, and for each child their age: it is that age — not a manual choice — that decides whether they count as «Infants» or as «Youth» in the counts above, following the thresholds set for that room, and the price follows it too. Under the counts you get the declared age of each child: a number of years, «Under 1 year», or «Age not declared» when it is missing.

«Age not declared» is not an error. It shows up on older bookings and on ones that came from a portal sending a single child per room, with no age detail: the room is only missing that one piece of data, and nothing invents a number in its place.

Adding a guest: adult, or child with their age

The «Add» button at the end of the guest list opens the «Add Guest» sheet, and there are two choices: «Adult», or «Child» with an age selector. The age starts from the oldest that still counts as a child on that room, and the amount shown changes with the age you pick: an infant and a youth are not worth the same surcharge. You do not pick the bracket — Vezpa works it out from the age, with the thresholds of that room.

The amount the sheet shows for the chosen age is the one charged, not an average across brackets. The age is also written on the guest just created, so their bracket is known before anybody registers a document; once the document arrives, the date of birth decides.

On rooms using the Derived pricing model the sheet offers neither brackets nor ages: there the surcharge is a percentage of the base price, picked among the ones configured, and the guest added counts among the adults.

What goes out to the authorities

In Italian properties the police forms go out on their own, several times a day. For a room they go out once the lead guest of the booking counts as registered, and there are two ways there: the online check-in the guest fills in, or the registration you make in the app by opening their card and saving it. Either one is enough. With neither of them, nothing goes out for that room.

When the booking has already been declared to a government system, a box further down shows the status of those submissions, with the name of the system: one row for the arrival and one for the departure, each with its own status.

From here you cannot start a new submission, but a failed one can be repaired: on rows in a failed or retrying state the Manager and the Assistant find a «Retry» button next to them, which sends that communication again. The other five roles do not get the button, while the information stays whole: the state of every submission is readable by anyone, and the red icon that on a long press shows the reason for the failure as the system reported it shows up for every role — on those same failed or retrying rows, and only when a reason came back. Successful rows carry no button, because there is nothing to redo.

The «Registration document» button — the paper form the guest signs — only appears in the countries where Vezpa knows how to produce it: in Italy it is not there, because there the duty is the electronic police form. Where it is there, it stays disabled until the lead guest of the booking is registered, and it says so under the button.

LabelsA coloured tag, above the arrival notes

Above the arrival notes sits the labels panel: the coloured tags the property's director sets up in the Configuration (see the Configuration guide).

On phone and tablet it is a drawer: closed, it shows just the word «Labels» if none is on for this booking, or the chips of the ones that are on; a tap on the header opens it and shows every label available. On a computer, with a wide window, there is no drawer: the full list is always visible and always tappable.

Either way the gesture is the same: tap a label to switch it on or off, with no confirmation at all.

Labels belong to the property the room is in, not to the account: on a booking with rooms in two different properties, each card shows the labels of the property that room belongs to. The observer sees them and cannot tap them.

The same labels also show up in the bookings list, as chips on the rows and as a filter («Filter by label»).

Changing dates, meal plan or roomAll behind a single button

At the bottom of the card there is «Edit», and it opens the list of what can be changed:

Entry	What it changes	Preview
«Edit» «Booking»	Name, phone, email, notes, expected arrival time.	—
«Change Dates»	Arrival and departure.	Yes
«Change Meal Plan»	The meal plan, over the whole stay or over a period.	Yes
«Change Room»	Moves the guest to another room. It is also the screen that assigns a room to a booking that has none.	Yes
«Early Check-Out»	Brings the departure date forward.	No
«No Show»	Marks the guest as never arrived.	No

The preview

The three changes that touch the price show, before you confirm, a summary with the current dates and the new ones, the days added with their price, the current total and the difference you are about to apply. The difference can be corrected by hand before confirming. Until you confirm, nothing is written.

On a booking with more than one room, before the preview you are asked whether the change applies to this room or to all of them.

Portal bookings can be made longer, not shorter. You can add nights before or after, and your own price list prices them; the nights the channel transmitted cannot be removed. To shorten or cancel you go through the portal, and Vezpa receives the change from there.

If a date change leaves the booking without a room

When a date change leaves the booking with nights that have no physical room, a warning window appears as soon as you save. It appears on every save that ends that way, even if the email warning had already gone out earlier: whoever just pressed save has to know how it turned out. See Room not assigned.

Closing the stayCheck-out, no show, cancellation

Action	When it appears	What it does
«Check-out»	On the departure day, and only for rooms still occupied.	Marks the room as checked out and records the real departure time, which is what some foreign duties transmit. It asks nothing about the balance: an open amount does not stop the check-out. With tax receipts active, when the last room checks out the «Closing the bill» panel opens: it shows the items not yet on a document, the total and how it was paid, and offers «Issue receipt», «Invoice» or «Later».
«Early Check-Out» inside «Edit»	Any time, while the room is still occupied.	Opens a calendar and lets you pick the new departure date, between the day after arrival and the day before the planned departure. It does not move everything to today on its own: you pick the date.
«No Show» inside «Edit»	Only on rooms that do not come from a portal. On the others the entry is there but disabled, and reads «Contact OTA channel».	Zeroes the totals of that room and takes it out of the Management counters. You can add a cancellation fee, which stays as a charge.
«Cancel Booking»	Only on bookings from direct channels.	Deletes the booking. If deposits are on record it does not go through: it offers the no show instead, which keeps the account rather than deleting it.

A no show and an early check-out are deliberate gestures, not mistakes: they raise no missing-room warning, even when the booking is left with no room assigned afterwards.

The menu at the topPrinting, history, billing and the two guides

The ⋮ icon in the top right gathers everything that is not on the page:

Entry	What it opens	When it is there
«Print»	Three documents: «Account» (the summary), «Charges» (the consumption list), «Deposit» (the payment list). When the booking has extras there is also the «Extras bill», non-fiscal. «Print balance due» opens the «Bill» already set to the balance due, split into «Stay», «Tourist Tax» and «Extras»: choose which bills to print. In the «Bill» you can untick the items not to print; if you remove any, the document shows only the total of the selected items, without paid and balance, because payments are recorded per bill, not per item.	Always
«Billing»	The invoice for this booking: electronic in Italy, a neutral document in the other covered countries.	Italy and the countries with billing
«Booking history»	Who did what and when, on this booking.	Always
«Messages»	The conversation with the guest.	Always
«Check with the portal»	The figures according to the portal. See Check with the portal.	Booking.com and Airbnb only
«Customer profile»	That guest history, with all of their stays.	If the lead guest is registered
«Refresh»	Reloads the card from the server.	Always
«Guide in browser» and «On-screen guide»	This page, and the step-by-step guide inside the app.	Always

The history as a timeline

«Booking history» opens from the ⋮ menu (on a very wide computer screen it can sit in a column of the booking). It is a timeline: entries are grouped by day, with the day written once at the top of the group and only the time on each entry. Each entry sits on a vertical line with a coloured icon showing the type of action: creation, change of dates, board or accommodation, guest arrival («Guest arrived»), departure, no-show, cancellation, payments, charges, notes and labels. Under each entry you still see who did it, the channel and the values before → after.

Check with the portalWhen guest and host disagree about the figures

The guest says they already paid everything on the portal, your note says the tourist tax is collected on departure. The entry «Check with the portal» asks the portal for its own figures and puts them next to yours, so the argument ends on data instead of on two memories.

Item	What it says
What the portal pays you	The payout you receive, net of its commission.
Portal commission	How much it keeps.
Paid by the guest	How much the guest has already paid the portal.
To collect at the property	How much the portal says you collect. It does not include your own extra charges: that is why it is not compared with your balance due.
Tourist tax	Three possible answers, not two: «The tourist tax has already been collected by the portal», «You collect the tourist tax», or «The portal does not say who collects the tourist tax».

The third case is not a fault: when the portal does not declare it, writing it anyway would be an invented answer to the very question this comparison exists for.

If the figures diverge, «Update from the portal» appears; it downloads the booking from the portal again and realigns the totals along the same path a freshly arrived booking takes. It is reserved to the Manager: other roles do not see the button.

The portal only sends a booking again while the stay hasn't passed yet: once the stay is over, «Update from the portal» replies that there is nothing left to download, and that is not a fault. The figures as of that moment are in the portal's extranet.

The entry appears on two conditions, not one: the booking must come from Booking.com or Airbnb — the only portals that declare what they pay you — and your role must be Manager or Assistant. With any other role the entry is not shown at all: a visible command that then answers «not allowed» is worse than a missing one.

Room not assignedThe warning on the card, and the button that clears it

A booking can be perfectly valid and still have no physical room yet: it happens when it arrives from a portal or from your own site while the free units have run out, or after a date change. It is not a fault of the software, it is work left to do.

One night is enough. The warning lights up even if the room is missing for a single night of the stay, not only when it is missing throughout.
In the header of the room card, next to the other information, the marker «Room not assigned» appears in red with a warning icon: colour is not the only clue, icon and text say the same thing. The room number stays where it is.
Open the card and at the top you get a red box with the explanation and the «Assign room» button, which leads to the same screen as «Change Room».
The button is not there for read-only roles: the warning stays, the action does not.

You find the same marker in the exceptions row of the calendar, in the Management lists and in the bookings list: it is always the same one, and wherever it appears it leads to assigning the room.

When it happens, an email warning and a notification also go to the Manager, the Assistant and the User at the front desk: on booking creation, on a date change, on a change coming from the portal, and when a room is added.

If something does not add upThe most common doubts, with the short answer

The guest paid with the card on hold, but the balance does not go down. A card held as a guarantee is not money collected: it goes down when you press «Charge preauthorization».
I cannot see the «Payments» box. It exists only if there is a saved card, an advance to collect or a balance due. If none of the three is there, there is nothing to show.
I cannot find «Charge preauthorization», or it does not respond. It works from the check-in day onwards. Before that the button is visible but inert.
I registered a deposit and it never asked for the payment method. That is correct: the deposit sheet asks for the amount only.
I cannot remove nights from a portal booking. The nights the channel transmitted are protected: that change is made on the portal.
I cannot see the «Check-out» button. It appears on the departure day. To let a guest leave earlier, use «Early Check-Out» inside «Edit».
I cannot cancel the booking. Either it comes from a portal (cancel it there), or it has deposits on record: in that case the app offers the no show, which keeps the account.
The «No Show» entry is disabled. That room comes from a portal: handle the case with the channel.
I cannot see «Check with the portal». Two possibilities: the booking does not come from Booking.com or Airbnb, or your role is neither Manager nor Assistant.
I see «Check with the portal» but not «Update from the portal». Either the figures match, or your role is not Manager.
I marked a no show and no missing-room warning arrived. That is deliberate: a no show is your own gesture, not a gap to report.
A submission to a government system failed. If your role is Manager or Assistant, that row carries a «Retry» button. With the other roles the button is not there and a fresh attempt has to be asked of somebody who has the permission; the reason, if the system reported one, you get anyway from the red icon next to it, held down.
Nothing shows up at the Italian police for one room. Check that the lead guest of the booking counts as registered: the online check-in they did is enough, and so is the registration you make by opening their card and saving it. With neither of the two, nothing goes out for that room.
The guest count says 2/1 on one category. Two people of that age band turned up where one had been declared. The band comes from the documents, and the surplus is shown instead of hidden.
I see «Age not declared» instead of a number. That booking carries no age for that child: it happens on older bookings and on ones from a portal that sends a single child per room, with no age detail. It is not an error: it is data the app does not invent, and it stays that way for that booking.