What happens if a guest needs to move rooms (split reservation) during their stay?

If a guest needs to be moved from one room to another mid-way during their stay, you can achieve this in Hop without having to create two separate reservations.

To do this, go to the Manage Reservations screen and click on the drop-down menu next to the RESX number and select 'Split Reservation Item' from the list. 

• Room
• Room Type
• Rate Plan
• Charge configuration

Click on ‘Show rates’ to see a breakdown of the individual nightly rates in each room. 

Please note that if you're changing the Rate Plan, ensure you click the 'Update Rates' button before you click 'Save', otherwise it will not update to the new rate. (Make sure you click 'Show Rates checkbox first to show the Update Rates underneath). 

Once back on the Manage Reservations screen, you will now see two (or more) individual RESX items – one for each room – and a little “chain” icon (circled below) will now appear next to each one to indicate it is linked to another item. You can now see that the room number has changed for the second night, along with the rate plan. 

You can also move a room directly on the room schedule if it is not locked.

On the 'Room Schedule' view, you can click and drag to move a reservation as long as you remember to press the save button afterwards:

You will now see the split reservation on the Room Schedule with a line and an arrow pointing to the new room change. 

You can also remove a split booking if you have made a mistake, by going back to the 'Split Reservation Item' drop-down next to the RESX number under Manage Reservations, then click the red trash icon next to the modification and click 'Save'. 

Top Tip: If you have any issues with splitting a reservation and the guest is checked in, please undo the check in by going to Manage Reservations, click the drop down next to the RESX number and choose 'undo check in'. Then retry the split reservation item function and check the guest back in.