Never book from the 'Innkeeper's' side of your booking engine

Called to make a rez for our April vacay. Innkeeper said the room I wanted was open, took my rez. Got an email saying someone else booked that room online while she was taking the info on the back end of the rez system.
Live people! Use the live system!

I don't think it would make a difference. The back-end and the front-end are updating the same database. If the other person click's their "reserve" button before the innkeeper does, it's done, shouldn't matter which "end" they are coming from.

Maybe they didn't hit 'save' when they were talking to me. What they said was a rez came in from their online system for the same room.

This shouldn't happen. At least in ResKey, I'm assuming you don't have to hit save. If you click on a date and the Add Reservation button, anybody else should be locked out. If no Add Reservation button appears, YOU are locked out.
That is, if you're on the screen for a given date, where you can enter the guest's info, that date should be unavailable to anybody else.
In this case, as you say, the innkeeper wasn't using the live system. Bad bad policy.

Arks said:

This shouldn't happen. At least in ResKey, I'm assuming you don't have to hit save. If you click on a date and the Add Reservation button, anybody else should be locked out. If no Add Reservation button appears, YOU are locked out.
That is, if you're on the screen for a given date, where you can enter the guest's info, that date should be unavailable to anybody else.
In this case, as you say, the innkeeper wasn't using the live system. Bad bad policy..

Click to expand...

I didn't know that about ResKey, but I just tested and it's true -- as soon as you start entering a reservation in the back-end, before you've even typed a spec of data, the availability for that room has been blocked.
But this might not be the case with other reservation systems.
I also tested ResKey in the opposite direction -- if I start entering a reservation through the front-end it doesn't block the availability until the "Make Reservation" button has been clicked (after all the required data has been entered).
So this suggests that, with ResKey at least, the innkeeper is better off using the back-end!

Arks said:

This shouldn't happen. At least in ResKey, I'm assuming you don't have to hit save. If you click on a date and the Add Reservation button, anybody else should be locked out. If no Add Reservation button appears, YOU are locked out.
That is, if you're on the screen for a given date, where you can enter the guest's info, that date should be unavailable to anybody else.
In this case, as you say, the innkeeper wasn't using the live system. Bad bad policy..

Click to expand...

Interesting. My system doesn't do that.
But if someone is dawdling, I'll hit enter just to save the room for them on a busy day. Makes filling out the form harder but at least it's done.

You would think that the top priority of a reservation system would be first come, first served on reservations, regardless of which end you're working from.
I hadn't tested ResKey on this, just assumed. Thanks for testing, Harbor. Glad I use the backend to make reservations (there is an option to let the innkeeper use the same form as the guests, but I didn't go that way).
I'm happy to say that ResKey seems to be just as user friendly as it was when I signed up years ago. I was afraid as it grew it would get out of hand and John would not be responsive to "the little guy". But so far, so good!
Though, as far as I know, "John" might now be a hired monitor in India or something!

Arks said:

This shouldn't happen. At least in ResKey, I'm assuming you don't have to hit save. If you click on a date and the Add Reservation button, anybody else should be locked out. If no Add Reservation button appears, YOU are locked out.
That is, if you're on the screen for a given date, where you can enter the guest's info, that date should be unavailable to anybody else.
In this case, as you say, the innkeeper wasn't using the live system. Bad bad policy..

Click to expand...

Arks said:

This shouldn't happen. At least in ResKey, I'm assuming you don't have to hit save. If you click on a date and the Add Reservation button, anybody else should be locked out. If no Add Reservation button appears, YOU are locked out.
That is, if you're on the screen for a given date, where you can enter the guest's info, that date should be unavailable to anybody else.
In this case, as you say, the innkeeper wasn't using the live system. Bad bad policy.

Click to expand...

I assumed that as well because after you select a date and hit the Reservation button (the admin end) it appears taken even if no name, or other data is entered. If no reservation was taken ya gotta go back in and hit cancel to have the room back out there.

BUT the system does say (something like) the room will be reserved once a name has been entered and saved.

Yes, once you go to the add reservation screen for a date, or range of dates, that room is unavailable to anybody else, period. You don't have to click Save. If you don't enter a name, it shows a "New Request" for NoName.
To put that room back on the open market, you must click [More] then Delete Reservation.

RezNexus gives me a color code showing someone online has selected the room/dates but hasn't hit "submit" yet. It's a great heads-up that I'm risking a double booking. That said, the first person to hit "submit" wins the room.
I would never write a reservation down on a scrap of paper and say "I'll key it in later." With only 9 rooms, that's asking for trouble.

Arks said:

Yes, once you go to the add reservation screen for a date, or range of dates, that room is unavailable to anybody else, period. You don't have to click Save. If you don't enter a name, it shows a "New Request" for NoName.
To put that room back on the open market, you must click [More] then Delete Reservation..

Click to expand...

Are you aware that John just implemented a new "Hold" feature? Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.

Momma Smurf said:

Arks said:

Yes, once you go to the add reservation screen for a date, or range of dates, that room is unavailable to anybody else, period. You don't have to click Save. If you don't enter a name, it shows a "New Request" for NoName.
To put that room back on the open market, you must click [More] then Delete Reservation..

Click to expand...

Are you aware that John just implemented a new "Hold" feature? Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.
.

Click to expand...

Momma Smurf said:

Are you aware that John just implemented a new "Hold" feature? Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.

Click to expand...

Was not aware!! This was much needed! I've wished for this many times! Thanks for another great ResKey Tip Of The Month!

Momma Smurf said:

Arks said:

Yes, once you go to the add reservation screen for a date, or range of dates, that room is unavailable to anybody else, period. You don't have to click Save. If you don't enter a name, it shows a "New Request" for NoName.
To put that room back on the open market, you must click [More] then Delete Reservation..

Click to expand...

Are you aware that John just implemented a new "Hold" feature? Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.
.

Click to expand...

The "Hold" feature has existed for quite a while (we use it for wedding groups), I think what is new is the link generator under the "more" button....

The link generator is great. Just yesterday I had someone send an e-mail wanting a same-day reservation (I don't accept them online) and I had call her to get her CC info and manually enter it. Would have been so easy to mark the room as held for her and send her the payment link. Now I know!
Below are a couple of things I discovered about it, now that I know it exists!

• Before using it to send people to their payment page, go to the ResKey Website Tab/Website Messages/Payment Page and customize the Payment Page info to say something like "Please submit your payment below to secure your reservation. Thanks for choosing us!"
• After entering the guest's info on the reservation page, you must click Save before copying the payment link, so the guest info will appear in the Guest Details section of the guest's custom payment form.

This has been a problem with computer systems since time immemorial.
Person A and Person B both want to update the same piece of information on a database at the same time. Person A clicks display and starts to change the data, person B click display and starts the amendment, person A clicks save and writes their changes to the database, person B clicks save and overwrites the changes made by person A.
The way round it is to have what are called Locks. The instant that person A clicks display with the intent to update the information is locked so person B can't even get into update. In this scenario the instant person A clicks with intent to enter a booking the date/rooms should be locked.
When building a computer system you have to weigh up the chances that two people will try and update the same information at the same time and the consequences of that against the additional cost of adding Locks to the development project. I don't think many website/database designers are even aware of this potential problem.

Momma Smurf said:

Arks said:

Yes, once you go to the add reservation screen for a date, or range of dates, that room is unavailable to anybody else, period. You don't have to click Save. If you don't enter a name, it shows a "New Request" for NoName.
To put that room back on the open market, you must click [More] then Delete Reservation..

Click to expand...

Are you aware that John just implemented a new "Hold" feature? Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.
.

Click to expand...

Momma Smurf said:

Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.

Click to expand...

For the first time, I just got to use the Payment Links option that I'd never known was there! Had folks call from the road for a room tonight. I don't allow same day bookings on ResKey, but with this feature I was able to make their reservation and send them the payment link.
They paid from their phone in the car (still about 2 hours from here). As soon as the confirmed payment came through, I set up their door code and sent them instructions to find the place and get in. Now I'm done! Self check-in. Love it!

Arks said:

Momma Smurf said:

Arks said:

Yes, once you go to the add reservation screen for a date, or range of dates, that room is unavailable to anybody else, period. You don't have to click Save. If you don't enter a name, it shows a "New Request" for NoName.
To put that room back on the open market, you must click [More] then Delete Reservation..

Click to expand...

Are you aware that John just implemented a new "Hold" feature? Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.
.

Click to expand...

Momma Smurf said:

Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.

Click to expand...

For the first time, I just got to use the Payment Links option that I'd never known was there! Had folks call from the road for a room tonight. I don't allow same day bookings on ResKey, but with this feature I was able to make their reservation and send them the payment link.
They paid from their phone in the car (still about 2 hours from here). As soon as the confirmed payment came through, I set up their door code and sent them instructions to find the place and get in. Now I'm done! Self check-in. Love it!
.

Click to expand...

Enjoy the rest of the night!

Arks said:

Momma Smurf said:

Arks said:

Yes, once you go to the add reservation screen for a date, or range of dates, that room is unavailable to anybody else, period. You don't have to click Save. If you don't enter a name, it shows a "New Request" for NoName.
To put that room back on the open market, you must click [More] then Delete Reservation..

Click to expand...

Are you aware that John just implemented a new "Hold" feature? Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.
.

Click to expand...

Momma Smurf said:

Before in RezKey, if one temporarily blocked a room to hold for a guest, there was no way for them to go online from their end to book it. Now there is an option under More to send them a link that will let only them access it to enter their booking info. It also works for a group block of rooms. If someone reserves them all, you can later send out individual links as folks claim the rooms. Feature also works for customized pricing.

Click to expand...

For the first time, I just got to use the Payment Links option that I'd never known was there! Had folks call from the road for a room tonight. I don't allow same day bookings on ResKey, but with this feature I was able to make their reservation and send them the payment link.
They paid from their phone in the car (still about 2 hours from here). As soon as the confirmed payment came through, I set up their door code and sent them instructions to find the place and get in. Now I'm done! Self check-in. Love it!
.

Click to expand...

You are slick!

Watched them in action. Yup, taking rez on phone with a piece of paper. NOT using the online system at all.