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Manage Reservation Notes

Quick Setup

Most notes save in under a second. This takes about 1 minute.

This guide helps you view and add reservation notes. It also shows where notes save and which author label appears when a name is missing. When your PMS exposes reservation notes support, AVA sends notes back to the PMS. Otherwise, AVA stores notes locally.

Go to: Operations View → open a reservation

Quick Reference​

Notes supportWhere notes saveAuthor label when no staff name exists
PMS supports reservation notesPMSPMS
PMS does not support reservation notesStreamlinerSystem
No active PMSUnavailableThe notes area shows a message instead of the editor
PMS capability check is unavailableTemporarily unavailableRetry after the PMS connection recovers
TaskWhere to clickResult
Add a noteReservation Notes → Add NoteNote appears at the top
View notesReservation NotesAll available comments appear, newest first
Edit or delete a noteNot available for OperaUse Opera's own workflows when your hotel permits changes
Opera note support

On Opera, you can view and add reservation notes. AVA saves new staff notes directly in Opera and refreshes the notes list after saving. Opera note edits and deletes are unavailable in AVA. The list includes all comments returned by Opera, including comments created outside AVA. If Opera provides filing fields, AVA shows the comment type and location above the editor. Use Refresh to request the latest comments without closing the reservation.

Cloudbeds rate-preservation notes

After a Cloudbeds occupancy edit, AVA may add an automatic note about the compensating rate adjustment. Its parenthetical shows the reservation grand-total movement, not the posted adjustment amount. On net-basis properties, those amounts can differ because taxes are separate. See Edit Reservations for the verification example.

Add a Note​

  1. Open a reservation from Operations View.

  2. Scroll to Reservation Notes.

  3. Type your note in the text box.

  4. Click Add Note.

    ✓ The note appears with your name and time.

For Opera, the note also appears in Opera after the PMS accepts it.

Where Notes Are Saved​

Notes behave differently depending on your active PMS.

  1. Check your active PMS in Settings → Essentials → PMS Connection.
  2. If your PMS supports reservation notes, AVA sends notes to the PMS.
  3. If a synced note has no user name, AVA shows PMS as the author.
  4. If your PMS does not support reservation notes, AVA stores notes locally.
  5. If no PMS is active, reservation notes are unavailable.
  6. If you use AVA, Do Not Move updates also sync through the same reservation note path.

For Opera, the panel shows where new notes are filed. The default is GEN · RESERVATION when no custom filing values are saved. When Opera provides its code lists, AVA lets you choose a valid comment type and location. If a list is unavailable, the setting remains editable for manual entry. Users with Settings access can select Configure in Settings or Change in Settings.

Opera note filing

Configure Reservation Note Comment Type and Reservation Note Comment Location under Settings → Essentials → PMS Integration → Opera → Advanced. These fields apply only to notes added from AVA's Reservation Notes panel. Payment comments keep their separate settings.

Capability checks can pause note actions

AVA does not save notes locally while PMS capability information is unavailable. This prevents notes from being split between AVA and your PMS. Retry after the PMS connection recovers.

Common PMS setups

Cloudbeds, AVA, and Opera currently use PMS-backed notes when the integration exposes note support.

✓ The notes area matches your PMS mode automatically.

Edit a Note​

For Opera, AVA does not provide note edit or delete actions. Use Opera directly when your hotel's procedures allow changing a comment.

Other PMS integrations may show edit or delete actions when their capabilities allow them.

Delete a Note​

For Opera, AVA does not provide note edit or delete actions. Use Opera directly when your hotel's procedures allow changing a comment.

Avoid sensitive data

Do not include payment card numbers or passwords in notes.

Troubleshooting​

Notes will not save​

What you see: "Failed to save note" or the note disappears.

Fix:

  1. Make sure the note is not empty.
  2. Check your internet connection.
  3. Click Add Note again.

Opera says the reservation is being changed by another user​

What you see: Opera shows a message about another user changing the reservation.

Fix:

  1. Wait a few seconds.
  2. Click Add Note again.
  3. Close and reopen the reservation if it still fails.
  4. Check whether another staff member is editing the same reservation in Opera.

Notes are unavailable​

What you see: The notes section shows a message instead of the editor.

Fix:

  1. Go to Settings → Essentials → PMS Connection.
  2. Confirm a PMS is connected and active.
  3. Save the PMS settings again.

Reservation notes are temporarily unavailable​

What you see: A temporary-unavailable message appears when you open or change notes.

Fix:

  1. Wait a few seconds.
  2. Reopen the reservation.
  3. Retry the note action.
  4. If the message continues, check Settings → Essentials → PMS Connection.
  5. Confirm the PMS is connected and active.

AVA waits for a complete PMS capability response before saving notes. It does not switch to local storage during this condition.

Notes list is out of date​

What you see: A note is missing after saving.

Fix:

  1. Click Refresh in the Reservation Notes panel.
  2. Wait a few seconds for Opera to return the latest comments.
  3. Close and reopen the reservation if the note still does not appear.
  4. Confirm the note exists in Opera when using an Opera PMS.

Opera note edit or delete is unavailable​

What you see: AVA does not show edit or delete controls for an Opera note.

Fix:

  1. Confirm that the reservation uses the Opera PMS.
  2. View or add the note in AVA when needed.
  3. Open the reservation in Opera to manage an existing comment.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Notes keep failing to save or delete
  • ❌ You cannot open the reservation
  • ❌ Notes are missing after reopening the reservation

Helpful to include:

  • Reservation ID
  • Time of the issue
  • Screenshot of the error message