Making Changes to a Reservation

Change Reservation Dates, Add Units, Move Units, Delete Units, Update Occupants, Update Vehicle Informaiton

Last Updated: 6/12/2024

Link to Feature: https://app.fireflyreservations.com/reservations (or click here, then search for the reservation needed)

Quick Links

• Overview
• Understand Reservation Details
• Change Reservation Dates
• Move a Reservation to a New Unit
• Update Reservation Occupants
• Add a Unit to a Reservation
• Remove a Unit from a Reservation
• Merge or Split Reservations

Overview

A key part to reservation management is being able to quickly identify the details of the reservation and easily make changes. Whether that be updating the stay dates, moving a reservation to a new unit, adding units, deleting units, or updating the occupants, it can all be done efficiently within Firefly. You can even automatically update the charges for the reservation based on the changes you make.

 

 

Understand Reservation Details

A single reservation has a large amount of information. This section will help breakdown what you are looking at and have access to on a reservation's details page.

There are tabs at the top of every reservation to quickly help you navigate to the following: 

• Unit Information - make changes to unit details for the reservation
• Add-Ons - add, remove, edit any reservation add-ons
• Guest - view or update guest information
• Charges - there are two charges tabs: Charges and POS Transactions
  • Charges -view and manage charges and payments
  • POS Transactions - view and manage transactions on the POS
• Invoices - generate, view, and send invoices
• Policies - view and send policies to the guest
• Notes - this is an internal notes section for you and your team. The guest will not see these
• Notifications - a log of previously sent communications for this reservation
• History - a change log for this specific reservation with actions taken, dates, and user details
• Attachments 📎 - a two way file share with your park and the guest portal 

 

Change Reservation Dates

Changing Reservation Dates can be done in two places. 

1. From the Reservation Grid - right click on the reservation you wish to update. A menu of actions will come up, select
2. From Reservation Management Page - when in the reservation management page of a specific reservation, navigate to the Units Tab. For the unit you need to make the changes to, click . This will bring down a dropdown, select Change Stay Dates.

Whichever method you choose, you will be prompted with a popup to select the new dates. After you specify the new date range, if you want the reservation charges to automatically update to reflect the new range based on your rates, be sure to click the checkbox next to "Recalculate Charges".

Select Recalculate Charges to update charges

When you recalculate charges, Firefly will use the current unit settings to calculate the new charges. If a guest has not paid anything towards the unit charge, it will simply just update the charge and show a new total due. However, if a guest has already paid for their reservation, the charges will update and show as either (if you shortened the stay) or (if you lengthened the stay). In an overpaid scenario you can either issue a refund  or edit the charge price so it equals the total amount paid. For partial paid charges, you can take a payment or zero out the charge so Firefly automatically makes the charge total equal to the payments received.

Move a Reservation to a New Unit

Moving a reservation to a new unit can be done in two places: 

1. From the Reservation Grid - right click on the reservation you wish to update. A menu of actions will come up, select
2. From Reservation Management Page - when in the reservation management page of a specific reservation navigate to the Units Tab. For the unit you need to make the changes to, click . This will bring down a dropdown, select Move to new unit.

Note: You cannot move and change unit dates at the same time. You will have to move a unit first, then update the dates of the reservation.

Sometime if you try to change the dates first, it could be blocked by another reservation in that unit.

Thus moving units first or moving the reservation to a test unit or fake unit as a placeholder, and then updating the dates will work.

Whichever method you choose, you will be prompted with the same popup to move to a new unit.

Change Unit Popup

You will have two options to choose from when making this change:

1. "From the first day of the reservation" will change the entire reservation to the new unit specified below.
2. "Starting on" then selecting a date allows functionality to have a planned site change in the middle of a reservation. Whichever date you choose will break the reservation into two pieces, one on the current site, and the other on the new site starting on the specified date

Once you choose between these options, you will then choose the unit you would like to move them to. By default, only units that match the same RV restrictions for the current unit will show up. You can click Override Restrictions above to take away those restrictions. Lastly, if you want the reservation charges to automatically update (if applicable) to reflect the rates of the new site you chose, click Recalculate Charges based on new unit rates. Again, you may have to process appropriate refunds or addition payments depending on the site they are moved to.

Update Reservation Occupants 

Does a guest show up with an extra occupant than they originally specify? You can easily update occupant numbers, and if your rates are setup to charge extra per night for occupants past an included amount, automatically update the charges to reflect the extra occupant.

To update occupants, navigate to the reservation page for the specific reservation. Head over to the Units tab. For the unit you need to make the changes to, click and this will drop down a list of actions. Click Update Occupants. You will then be given the popup.

Change Occupants popup

Again, you will have two options to choose from when updating occupants.

1. "From the first day of the reservation" means for their entire stay they are now going to have extra or less occupants. 
2. "Starting on" then selecting a date means they know someone else will be joining them on a certain day through the end of their stay or when you update it again.

Then you can update the occupants by using the sliders below each occupant type. Remember to hit Recalculate Charges if you want your charges to update to reflect the extra per night charge you have set up for additional occupants over a certain limit within your rates (if applicable). Again, you may have to process appropriate additional payments depending on if the update goes over the limit you have set up.

Add a Unit to a Reservation

You can add additional units to an existing reservation using the Add Unit feature. This feature is great for stay extensions, multiple units for the same dates under one guest, and even multiple stays on different dates or different units. The stays may be consecutive or over time, even over several weeks or months.

1. On a reservation's Units tab, click
2. Enter the stay information then click Complete And Return To Reservation.

Note: This page appears very similar to the New Reservation process, but the page heading and action button confirm you are adding a unit to an existing reservation. 

Remove a Unit from a Reservation

To cancel or delete a unit stay from a reservation, you will remove the unit from the reservation. 

1. On the reservation's Units tab (the first tab you see by default), click Options on the specific unit you wish to remove
2. Select Remove Unit
3. Click "Yes, Remove Unit"
   
   
   

Merge or Split Reservations

While there is no current tool within Firefly to merge or split reservations, we know sometimes these changes must be done after bookings are made. You may combine or separate existing reservations following the steps below.

Merge Reservations

1. Identify the reservation you will keep and the reservation you will combine with it.
2. Cancel the reservation you do not wish to keep. If you wish to merge a unit from a multi-unit reservation, you will remove the unit from the reservation instead of cancelling.
3. Add the unit to the reservation you are keeping.
4. Update charges on the reservation that was kept (ex: edit charges, add payments, etc). If you need to transfer funds from one reservation to another, you can do this with reservation credits.

Split Reservations

Follow these steps to separate a multi-unit reservation into multiple independent reservations:

1. On the reservation's Units tab, remove the unit

   1. if payments were made to the reservation's charges, you will address these in step 3
2. Create a new reservation for the stay
3. Process a refund on the original reservation if appropriate or transfer funds between the original reservation and the new reservation using reservation credit.
4. Ensure all charges for removed units on the original reservation are deleted or zeroed out.

 

 

🙋‍♀️ Still need help? Email: support@fireflyreservations.com and one of our technicians can help answer your questions.

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