How To Process Owner Stays

Learn how to efficiently edit owner booking details and add custom cleaning or linen notes to reservations. This guide simplifies the process of updating status, modifying reservation information, and confirming changes for property management.

Cona Vacation Getaways
13 steps
2 minutes

Webrez

How Yo Know It's An Owner

Owner bookings should be indicated by the Rate Type when sifting through new bookings to process. "Complimentary Owner Stay"

It is also indicated in the View Reservation screen if the owner has booked it properly from their portal. If you don't see it here, we must fix this so owner workflows are propertly applied in Breezeway!!

Click here.

Click "Edit booking details"

Update Reservation

Select the Booked by unit owner checkbox to add the Owner Booking Tag in the view reservation screen. Any booking properly booked from the owner portal will automatically have this checked. If it is not checked prior to arrival, it cannot be changed to affect the departure work flows populating in Breezeway so it is important to review each booking for this tag at the time you process the booking.

Unlike guest stays, lock code is not a required field for owner stays because they either carry their own keys or we have a permanently inputted owner code and instructions in the Breezeway notes to reenter it if a housekeeper is ever forced to delete all codes.

What level of cleaning service have they chosen to pay for?

After checking the cleaning requests under Reservation Options, go back up to the first sections to ensure that appropriate Notes fields are populated with expectations/operational instructions. The guest request field populates on the owner's confirmation email and in Breezeway to inform the owner what services we are instructing the team to provide.

We generally copy most of this into either the housekeeping note or the reservation note as well, simply because guest request is a field accessible to the guest (the owner is a guest in this case and can access the guest portal to see their booking) and they can accidentally delete important notes integrating with Breezeway. By saving it into internal fields we can always repopulate the guest request field easily. Housekeeping notes populate the internal housekeeping report and are reviewed by head housekeepers to ensure follow through with the team and should be operation specific notes for housekeepers and maintenance personnel. Reservation notes are for reservation clerks and can be set up as a popup to warn anyone entering the booking, so it depends if the information is housekeeping specific or general as to where you would copy it. Sometimes all 3!!

Select the Yes checkbox for Complimentary. It seems obvious that the "Complimentary Owner Stay" is a complimentary booking however we still have to check this box. On a stay attached to the regular Rack Rate, ticking this box will automatically make the room cost $0. It is this box that determines how charges are applied on the owner payouts. For example, a charge could be set up so that it is applied to each reservation or could be applied to each "paying" reservation. For the owner that wishes to use their own linens for their own stays, that unit's laundry services would be set up for the latter. When the Complimentary "Yes" box is ticked - the stay will not attract automatic laundry fees. You don't need to know which owners pay for each service and which don't because it has been agreed upon in the owner contract and set up in the back end fee structure to automatically apply provided we have "booked by owner" and Complimentary "Yes" boxes ticked. Scenario 1: The owner wants to book a stay for a friend for no charge to the friend but doesn't want to provide their own linens. Linen services must apply and if the owner has been set up to waive them on complimentary bookings we will be out of pocket if this booking is set up as compimentary. Don't click "yes" and make notes in the housekeeping and reservation notes that it is a friend staying. The owner will give the friend all customer services and instructions they need for the booking. The only thing from billables to Breezeway work flows that will be different to an owner stay is related to linens fees and operational notes that the owner wants Cona linens for this particular stay. Scenario 2: The owner wants Cona to also take care of customer service too. This is common scenario where perhaps they have donated a free stay for a fundraiser. Put the booking in the winner's name and the Rate type should be the standard Rack Rate associated with the unit. Change the price of the room to $0. We now have a $0 "paying reservation". The appropriate cleaning fee still applies. The room cost is $0. And the appropriate automated charges will apply on the Onwer Payout. Internally we can select the method of payment to be Owner Payout if the owner wants to cover the cleaning. Or we can have the guest add their credit card so that they are paying if that is the deal the owner has made with them.

Type the reason for the status change: "owner stay".

Click "Modify reservation"

Close the Summary dialog.