Skip to main content

Edit Reservations and Add Notes

Quick Note

Notes save instantly and are visible to all staff. Add them while details are fresh.

Document guest preferences, track special requests, and manage reservation notes from the details modal.

Note TypePurposeVisible To
Guest NotesSpecial requests, preferencesStaff only
Internal NotesStaff observations, VIP flagsStaff only
System NotesAuto-generated timestampsStaff only

Add a Note​

  1. Open a reservation from any Operations tab
  2. Scroll to the Notes section
  3. Type your note in the text field
  4. Click Save
info

Notes are tied to the reservation and preserved in history.

Write Effective Notes​

Good note examples:

  • ✓ "Guest allergic to feathers - needs hypoallergenic pillows"
  • ✓ "VIP guest - prefers room 305, late checkout approved"
  • ✓ "Guest complained about noise 12/30 - moved to quiet floor"

Avoid vague notes:

  • ✗ "Guest was difficult"
  • ✗ "Problem"

Include dates, specific requests, and actions taken.

Edit Guest Details​

Cloudbeds Properties​

You can edit guest profiles directly:

  1. Open the reservation details modal
  2. In Guest Information, click the pencil icon next to a guest
  3. Update details in Personal, Basic, Travel, Address, or Admin tabs
  4. Click Save

Changes sync back to Cloudbeds within seconds.

Edit Icon Disabled?

The pencil icon is disabled when the reservation is missing a guest ID. Check that the guest record exists in Cloudbeds.

Other PMS Providers (Opera, Mews, etc.)​

Guest details must be edited in your PMS:

  1. Log into your PMS
  2. Find the guest profile
  3. Make changes there
  4. Changes sync automatically to Streamliner

Handle Guest Requests​

Name Changes​

  1. Cloudbeds: Use Edit Guest in Streamliner
  2. Other PMS: Update in your PMS
  3. Add a note: "Name changed from X to Y per guest request"

Guests Who Booked With a Nickname or Alias​

Guests sometimes book using a nickname or alias instead of their legal name. Most countries require the reservation name to match the guest's travel document. When names do not match, staff must decide whether to allow the check-in.

Legal Requirement

Hotel registrations must match the guest's travel document name in most jurisdictions. Update the reservation name before the guest arrives whenever possible.

For live desk incidents, use the incident workflow: Check-In Blocked by Name Mismatch

Recommended approach — inform guests before arrival:

Use AVA's pre-arrival messaging to ask guests to contact you if they booked under a different name. This gives your team time to correct the reservation before check-in.

Add a line to your pre-arrival message, for example:

"If you booked under a nickname or a name different from your passport or ID, please contact us so we can update it before your arrival."

You can include this message in any of these channels:

When a guest contacts you to correct their name:

  1. Update the reservation name in your PMS
  2. Confirm the change syncs to AVA
  3. Add a note: "Name updated from [nickname] to [legal name] per guest request — booked under alias"

When you discover the mismatch at check-in:

  1. Verify the guest's identity using their travel document
  2. Update the reservation name using the steps above
  3. Proceed with check-in once the name matches
  4. Follow Check-In Blocked: Fast Triage if another blocker appears
Prevent Delays

Mentioning this in your pre-arrival messages helps most guests resolve the issue before they arrive. This keeps the check-in process smooth and avoids delays at the front desk.

Contact Updates​

  1. Update email/phone using the method for your PMS
  2. Add note: "Updated phone to XXX-XXX-XXXX on [date]"
  3. Verify guest receives confirmation emails

Room Changes​

See Viewing Reservations for room change steps.

Edit Reservation Details (AVA PMS or Mews)​

You can update reservation dates, guest counts, and status from the reservation details modal.

  1. Open the reservation details modal.

  2. In Reservation Details, click the pencil icon (Edit Reservation Details).

  3. Update what you need:

    • Check-in
    • Check-out
    • Adults and Children
    • OTA Number (optional)
    • Status (when available)

  4. Click Save.

    ✓ The reservation details update in the modal.

Edit icon is disabled?

This feature only works for AVA PMS or Mews reservations with a confirmation number and room information. If the pencil is disabled, make updates in your PMS and then refresh.

Status updates (AVA PMS only)

If you see a Status dropdown in the edit modal, you can update the reservation status (for example, Cancelled or Reserved).

Troubleshooting​

Notes not saving​

What you see: Note disappears after typing.

Fix:

  1. Check your internet connection
  2. Refresh the page
  3. Try adding the note again

Edit Guest disabled​

What you see: Pencil icon is grayed out.

Check:

  • Your PMS is Cloudbeds
  • Reservation has a guest ID (check PMS)
  • Try refreshing after sync completes

Changes not syncing from PMS​

What you see: Updates made in PMS don't appear in Streamliner.

Fix:

  1. Wait a few minutes for sync
  2. Check PMS connection in Settings → Essentials
  3. Contact support if delays persist beyond 10 minutes

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Notes fail to save repeatedly
  • ❌ Guest edits don't sync after 10+ minutes
  • ❌ Edit functionality missing for Cloudbeds

Helpful to include:

  • Guest name or reservation ID
  • PMS provider name
  • Screenshot of error