Glossary

Roles

Front Desk: takes bookings, verifies IDs, assigns rooms, checks in and out, settles bills.
Manager: everything Front Desk can do, plus staff, money (Finance, Payouts, Coupons) and the logs.
Admin: everything a Manager can do, plus the hotel’s settings and its public site.
Housekeeping: signs in to their own dashboard: the cleaning queue and rooms by floor.
Concierge: signs in to their own dashboard: guest requests and dining in flight.
Platform operator: Upstay’s own team, working across every hotel from the Platform Console.
Guest: a person on a stay, using the guest app through their check-in link.
Traveller: a person with an Upstay account booking on upstay.in or a hotel’s site.
Hotel partner: a hotel owner applying to list on Upstay.

Booking statuses

Upcoming: booked, not yet arrived.
Pre-checked-in: the guest completed web check-in; documents are in.
Checked in: in-house.
Checked out: the stay is over and settled.
Cancelled: the guest cancelled.
No-show: booked, never arrived.

Registration card statuses

Draft: the guest is still filling it in; the desk does not see it yet.
Submitted: waiting for the desk’s decision.
Verified: approved; a key can be issued.
Flagged: the automatic checks want a human look.
Rejected: sent back to the guest to recapture (the console says Sent back).

Room states

Ready (clean and free), Held (kept for an arrival), Occupied, Leaving (due out today), Needs cleaning, Being cleaned (an attendant is in it), Out of order.

Order states (in-room dining)

New → Accepted → Cooking → Ready to go → Delivered, or Unavailable (the kitchen cannot make it) / Cancelled.

Request and complaint states

Requests: New → Assigned → In progress → Done (or Cancelled). Complaints: Open → In progress → Resolved.

Booking request states

Pending → Accepted / Declined / Expired; an accepted request becomes a booking (Converted).

Money

Every finance term in the Money area (ADR, RevPAR, GST, ledgers, float and more), with how it is worked out, is on Finance terms explained.

Folio: the guest’s bill: room charges, taxes, extras, adjustments and payments.
Settlement: a payment recorded on the folio (cash, UPI, card, online link, or Collected by ).
Guarantee: how a booking is secured: non-guaranteed, 6 pm hold, card-guaranteed, company, prepaid.
City ledger: charges routed to a company for invoicing instead of the guest.
Night audit: the nightly close that posts each night’s room revenue.
Payout: what Upstay owes the hotel (or the other way) for online bookings; settled by Upstay.
Coupon: a hotel promo code, pre-tax. Upstay credit: the traveller’s platform balance, post-tax.

Rooms and rates

Room type: a category (Deluxe King, Suite). Bookings are for a type.
Room: a physical room under a type, assigned to a stay.
Base rate: a room type’s standard price per night.
Rate plan: a named way of selling a room type (corporate, non-refundable) with its own price and cancellation policy.
Rate Calendar: per-night overrides: price, OTA rate, Closed, Min nights.
Channel room: the room category as the channel manager knows it, mapped to your room type.

Check-in and compliance

Registration card: one per guest on the stay: document, selfie, signature, consent.
Co-guest link: a separate link that only uploads one guest’s document.
Form C: the foreign-guest filing generated for the government portal.
eVisitor: the state guest register export.

Distribution

Microsite: the hotel’s own public site on Upstay.
Marketplace: upstay.in, where travellers search and book.
Channel manager: the connection that keeps OTA listings in step with Upstay.
OTA: an online travel agency (Booking.com, MakeMyTrip, Agoda …).
Outbox: prepared guest messages waiting for a person to send them.
Lead: an enquiry from the public site with a phone number to call back.

Console terms

Guest file: the panel on the right that opens for any stay: Overview, Bill, ID, Messages, Activity.
Back office: the rail item that lists everything outside the desk’s day: money, guests, property, people and records.
Shift: the time between opening the cash drawer with a counted float and closing it with a count.
Shift handover: notes one shift leaves the next.

Upstay Events

Planner: a wedding or event planning company using the planner console; its team are Lead planner, Hospitality desk, Transport, Vendor coordinator or Viewer.
Family: one invitation: one link that answers for everyone in it.
Function: one part of the event on the Schedule, such as the haldi or the sangeet. Guests answer for each function.
Room request: a family placed at a hotel by the planner, with dates and rooms, waiting for the hotel to book it.
Hospitality desk: the planner’s own help line for guests, shown on every invitation. Also the name of the planner role that runs guests, rooms, requests and the door.
Room block: a set of rooms of one type a hotel keeps for an event’s guests, for set dates, at a rate the planner and the hotel agree.
Cut-off: the date by which families must be booked into a room block. Rooms nobody is booked into go back on sale at the hotel.
Rooming list: the hotel’s list of an event’s families: dates, rooms, who sleeps where, block, room numbers and who pays.
Journey: one family’s flight, train or road trip, arriving or leaving.
Trip: one vehicle’s run for an event: a pickup from the airport or station, a drop to it, or a shuttle to a function.
Driver link: the link a driver opens on their phone to run a trip: the passengers, times, phone numbers and Picked up.
Entry pass: a family’s QR code and 8-character code on the invitation, shown at the door of every function.
Host link: a read-only link to the live guest list for the family hosting the event.
Run sheet: the planner’s behind-the-scenes plan of set-ups, call times and vendors. Guests never see it.