Fixing a Mistake on a Reservation
Wrong guest checked in. A reservation set to No-Show while the guest was standing at the desk. An identity check confirmed on the wrong document. It happens on every front desk, usually at the busiest moment.
This article is the short answer to "how do I undo that?". It covers what you can correct yourself from the reservation, which conditions have to be met, and which actions have no undo at all.
1. Who Can Use This
These are front-desk corrections, available to staff with the Host role (front desk / reception) and to property and account administrators. Every one of them runs from the Action Menu (⋮) on the reservation, either on the row in the Reservations Overview or in the header of the reservation detail drawer.
All of them except the identity check require Platform pricing. On the CORE plan they appear with a lock icon instead of being clickable. See Pricing Tiers.
2. Undo a Check-In
Revert Check-In puts a checked-in reservation back to Confirmed, as if the check-in had not happened.
Use it when the wrong reservation was checked in, or when a check-in was completed before the guest was actually ready (the wrong unit, an unpaid balance, a registration form that turned out to be incomplete).
- Open the Action Menu (⋮) on the reservation.
- Under Reservation, choose Revert Check-In.
- Confirm the dialog. A banner confirms the reservation is back to
Confirmed.
It appears when:
- the reservation is currently
In-House, and - the property does not run on Mews.
ℹ️ Note: On Mews properties, reverting a check-in is not part of the LIKE MAGIC integration. The correction has to be made in Mews itself.
⚠️ Reverting a check-in undoes the status, not everything the check-in triggered. A key card that was already encoded stays encoded, and notifications that already went out cannot be recalled. Check the Keys tab and the Notifications tab afterwards.
3. Correct a Reservation Status
Four actions move a reservation between statuses. Which one you get depends on where the reservation is now, so the fastest way to correct a status is to open the menu and see what it offers.
| To get back to | Use | Available when |
|---|---|---|
Confirmed from In-House | Revert Check-In | The reservation is In-House and the property is not on Mews (section 2) |
In-House from Confirmed | Check in | The reservation is Confirmed. On Mews properties additionally: arrival is today, a unit is assigned, and that unit is clean |
Checked-Out from In-House | Check out | The reservation is In-House and the departure day has been reached or has passed |
No-Show from Confirmed | Set to No-Show | The reservation is Confirmed and the arrival day has already passed |
a) Cancel Versus No-Show
These two look interchangeable and are not. They split on the arrival day:
- Cancel is offered while the reservation is
Confirmedand the arrival day has not passed. - Set to No-Show takes over once the arrival day has passed.
If the entry you were looking for is missing, it is almost always this boundary. You are on the wrong side of the arrival day. There is no way to force the other one from the menu.
b) Checking Out Too Early
Check out only appears once the departure day has been reached, which prevents most premature check-outs. If a guest was checked out on their actual departure day but is in fact extending, the correction is not a status action. The stay has to be changed in the PMS, then the reservation re-read with Validate reservation (see Reservation Actions, section 5c).
4. Reopen an Identity Check
Verify ID opens the identity-check dialog, where you confirm or reject the documents the guest submitted during online check-in. See Identity Check.
It appears when:
- the guest has submitted a signature (and, where document upload is active for the property, an identification document), and
- the check is still open: it has not been confirmed yet, or the guest re-uploaded their documents after a rejection.
Once a check has been confirmed, the action disappears. That is deliberate: a confirmed identity check is a record that someone verified the guest, and it is not meant to be flipped back and forth.
🛎️ To reopen a confirmed check, ask the guest to re-submit their documents through the guest journey. A re-upload puts the check back into the open state, and Verify ID returns to the menu. If the check was confirmed against the wrong document and the guest has already left, raise a Support Ticket.
5. What You Cannot Undo
⚠️ These have no correction action in the Operations Platform. Read the confirmation dialog before you click.
| Action | Why there is no undo | What to do instead |
|---|---|---|
| Cancel | The cancellation goes to the PMS, and cancellation fees may already have been charged automatically | Create a new reservation; for the fee, see the folio |
| Set to No-Show | Same as cancel - the status goes to the PMS and no-show fees may already have been charged | Create a new reservation; correct the charge on the folio |
| A sent notification | Once a message has gone to the guest it cannot be recalled | Send a correcting message from the Notifications tab (see Reservation Actions, section 8) |
| An encoded key card | The card is written at the encoder | Re-encode the card, or revoke the access - see Door Access |
| A confirmed identity check | A confirmation is an audit record | Have the guest re-submit (section 4) |
💡 The two irreversible status actions, Cancel and Set to No-Show, are exactly the two whose confirmation dialog warns about automatic fees. Treat that warning as the last checkpoint, not as noise.
6. Troubleshooting
| What you see | Why | What to do |
|---|---|---|
| Revert Check-In is not in the menu | The reservation is not In-House, or the property runs on Mews | Check the status first; on Mews, correct the check-in in the PMS |
| Revert Check-In shows a lock icon | Your plan does not include advanced reservation actions | See Pricing Tiers |
| Set to No-Show is missing | The arrival day has not passed yet | Use Cancel - it is the pre-arrival equivalent (section 3a) |
| Cancel is missing | The arrival day has already passed, or the reservation is no longer Confirmed | Use Set to No-Show if the guest never arrived |
| Verify ID is missing | The check is already confirmed, or the guest has not submitted their documents | See section 4 |
| The status looks wrong but no action fits it | The reservation and the PMS have drifted apart | Run Validate reservation, then reopen the menu; if it is still wrong, raise a Support Ticket |
| The reservation was cancelled by mistake | Cancellation has no undo | Create a new reservation and correct any fee on the folio (section 5) |
7. Conclusion
Most front-desk mistakes are correctable from the reservation itself: a check-in can be reverted, a status can be moved on, an identity check can be reopened by a re-upload. The two that cannot are Cancel and Set to No-Show, and both warn you first, because both can charge the guest.
For the full menu these actions live in, see Reservation Actions; for the identity-check queue, see Identity Check.