FAQ
Do I book a room or a room type?
Section titled “Do I book a room or a room type?”A room type. Availability is counted per type, and a physical room is assigned later - from the guest file, the Rooms board or the Week view, often on arrival. Check-in occupies every room assigned to the stay.
How long does a guest’s check-in link work?
Section titled “How long does a guest’s check-in link work?”For the life of the stay. It is a private link - anyone holding it can open the stay - so send it only to the guest. The primary guest controls the stay; co-guests get a separate link that only lets them upload their own ID.
Why can’t I issue a room key?
Section titled “Why can’t I issue a room key?”A key needs a verified ID for every guest on the booking, and a clean room. Open the guest file’s ID tab (or Back office → Verification), review each guest’s ID and click Verify. Until then the key stays off.
What happens when I cancel a booking?
Section titled “What happens when I cancel a booking?”Its stay charges are removed and any cancellation fee under the booking’s policy is posted (you can waive it). The room goes back into availability at once. A stay already checked in cannot be cancelled - check the guest out instead.
What is the difference between Cancelled and No-show?
Section titled “What is the difference between Cancelled and No-show?”Cancelled means the guest told you. No-show means they never arrived; the room sat empty, so hotels charge it harder, and reports count the two separately.
A guest wants to change their dates - where?
Section titled “A guest wants to change their dates - where?”Open the booking and amend it. The bill is rewritten for the new dates. If the change would oversell a room type, the console refuses it.
What does “Closed” on the Rate Calendar do?
Section titled “What does “Closed” on the Rate Calendar do?”It stops online sales for that night - your site and, if connected, the OTAs. The desk can still book a closed night.
A guest paid online but their bill still shows the amount due.
Section titled “A guest paid online but their bill still shows the amount due.”Only the payment provider’s confirmation settles a bill, and it usually arrives within seconds. If a link stays pending, the guest may not have completed payment; the desk can collect at checkout as usual and the pending link is ignored.
Why does an OTA booking show a balance of ₹0?
Section titled “Why does an OTA booking show a balance of ₹0?”The OTA already collected the money. The bill carries the OTA’s own prices and tax, and a settlement line Collected by
Can I cancel an OTA booking from the desk?
Section titled “Can I cancel an OTA booking from the desk?”You can cancel it in Upstay, but the OTA is not told. Cancel it on the OTA’s own extranet; Upstay picks up the result within the hour.
Who can see a guest’s full ID number?
Section titled “Who can see a guest’s full ID number?”Nobody, by default. The desk sees the last four digits. A Manager can reveal the full number for a compliance filing, and every reveal is written to the Audit Log.
What does deleting a guest account do?
Section titled “What does deleting a guest account do?”The traveller’s account, saved hotels, wallet and document wallet are removed. Past stays stay with the hotels that hosted them.
A guest says the check-in page asks for a document type they don’t have.
Section titled “A guest says the check-in page asks for a document type they don’t have.”Guests choose from Aadhaar, Passport, Driving Licence or Voter ID. Foreign guests use Passport, which also triggers the Form C details.
How do promo codes and Upstay credits differ?
Section titled “How do promo codes and Upstay credits differ?”A coupon is the hotel’s discount: it lowers the room price before tax. Upstay credit is the traveller’s money on the platform, applied after tax; the hotel is reimbursed by Upstay.
Why did my settings save fail with “changed elsewhere”?
Section titled “Why did my settings save fail with “changed elsewhere”?”Someone else saved settings while your page was open. The latest values were reloaded so nothing was lost - re-apply your change and save again.
What is the Outbox?
Section titled “What is the Outbox?”Messages the system prepared for guests (check-in links, reminders) waiting for a person to send them on WhatsApp. It is on Today → Desk boards → Outbox. When automatic WhatsApp sending is enabled for your hotel, these go out by themselves.