Stayntouch PMS Stay Card
The stay card is an excellent resource for obtaining details about a guest’s stay and is integral to performing many guest-facing services, including check-in and check-out. In Stayntouch PMS, the stay card serves two purposes:
- Go-to guide for almost everything relevant to the guest’s stay
- Centralized location for managing activity regarding the guest’s stay
Below is a quick overview of the stay card.
GUEST CARD
The guest card shows guest details and contact information, and you can easily edit this information by clicking next to the location, phone, or email icons. To reveal further details, drag down the tab as indicated in the screenshot below.
UPCOMING, CURRENT, AND HISTORICAL RESERVATIONS
You can view UPCOMING stays, CURRENT stay details, and guest HISTORY to the left side of the stay card.
CONFIRMATION NUMBER
The guest CONFIRMATION NUMBER will be displayed to the top left of the stay card.
ARRIVAL AND DEPARTURE DATES
The guest’s arrival and departure dates, along with the estimated time of arrival or departure, will be displayed as pictured below.
If you wish to change the stay dates from here, select the orange dropdown arrows to the right of the departure date. This allows you to select a new arrival and/or departure date. Stayntouch PMS will check to make sure the rate on the reservation is available for those dates. If the rate on the reservation is available for those dates, Stayntouch PMS will update the price point to the rate for the dates specified.
ACCOMPANYING GUESTS
View any guests or accompanying guests attached to a reservation by clicking the dropdown arrow next to GUESTS.
To add accompanying guests, select from the ADULTS, CHILDREN, or INFANTS dropdown menus, select an additional amount, enter the accompanying guest name, and then click CREATE GUEST CARD. You will then see the number of guests has been updated.
To remove an accompanying guest from a stay card, click the orange dropdown arrows next to the GUESTS tab on the stay card, select the ADULTS dropdown above the guest and accompanying guest names, change the number of guests, and click the GUESTS tab again. The guest count will then update accordingly.
NUMBER OF NIGHTS
The NIGHTS >> button indicates the number of nights the guest will be staying and can be modified by changing the dates in the calendar. If you click this button, you can select from a calendar the arrival and departure dates by simply dragging and dropping the icon for either the arrival or departure date. The legend along the bottom of the screen will show you if rooms are available, and you can see the rate listed on the bottom right of each box. If everything is okay, you can CONFIRM UPDATES to change the stay dates.
ACTIONS
The ACTIONS button signifies that a task needs to be performed concerning the guest’s stay. From the ACTIONS window, it is possible to view, create, reassign, edit, or mark complete actions or special requests relevant to the guest’s stay. When the ACTIONS button is red, it indicates that actions still need to be completed. When the actions are completed, the button will turn green, meaning no further action is required.
NOTES
Any NOTES that you or another staff member would like to leave for internal staff to read regarding the reservation can be made in this section. The difference between NOTES and ACTIONS is that NOTES are meant to be reviewed; whereas, ACTIONS signify that a specific task needs to be completed.
ASSOCIATED WITH A COMPANY, TRAVEL AGENT, OR GROUP/ALLOTMENT
When a reservation is associated with a company, travel agent, group, or allotment, you will see the card mentioned in the ASSOCIATED WITH section. These cards can easily be retrieved by locating the icons to the top right of the stay card.
PAYMENT METHOD
The PAYMENT METHOD on file for the guest’s reservation will be displayed in the corresponding section.
You can view existing payment methods by clicking the dropdown where the current payment method is listed, or you can add additional payment methods by clicking the + ADD button and selecting the payment type. If you choose to add a credit card, you’ll be prompted to choose an existing card (if one exists) or enter the new credit card details.
You can also authorize a credit card by clicking the CC AUTH button, entering an ADDITIONAL AMOUNT to authorize, and clicking AUTHORIZE. If you have received an authorization code (from the bank or a standalone terminal), it is also possible to select VOICE AUTH. If successful, you will receive a “CC authorization completed” message, and you can view the authorization details on the CREDIT CARD AUTHORIZATION screen.
Furthermore, if you turn ON the RESTRICT POST toggle, Stayntouch PMS will prevent charges from being posted to the guest’s bill (either by an interface or manually with the ADD CHARGE button on the Guest Bill screen). In Settings > Financials > Payment Methods, you can enable Restrict post by payment method to determine whether the RESTRICT POST toggle should be ON or OFF on the stay card. Please note, this toggle is permission-driven, meaning certain users can still opt to add charges, even if the toggle is ON. When the Allow post when restricted permission is assigned from Settings > Hotel & Staff > Permissions, users with this permission can turn the toggle ON or OFF on a per-reservation basis. When attempting to post a new charge, the user (as well as connected interfaces) will still receive a notification that posting charges has been disabled for this reservation; however, they can opt to proceed with posting if necessary.
ROOM INFORMATION
ROOM information and the option to upgrade a guest’s room type are available as indicated below.
By clicking the orange >> next to the room type, you can select a room number or change or upgrade the room type for the reservation. From this screen, you can filter by various options, search by room, sort by room type, or choose an upgrade. Upon changing the room type, you can choose to charge the guest or choose NO CHARGE.
Please note, if there are Preferences and/or Room Features selected from the Likes tab of the guest card, the PMS will take these into account when displaying the available rooms.
You can also click the orange UPGRADE button to simply upgrade the room if room upsells have been configured from Settings > Promos & Upsells > Upsell Rooms.
If there are no more upgrades available after the upgrade, the UPGRADE button will appear in gray and will not be selectable.
Finally, you can turn ON the DO NOT MOVE toggle if the guest’s room should not be moved.
ROOM KEYS
If your property has an integration with a key vendor, the KEYS button will appear on the stay card. To assign room keys for a reservation, click the KEYS button indicated below.
Upon doing so, if you have not already created any keys, you will be prompted to select a KEY ENCODER, indicate HOW MANY KEYS?, and then select PRINT KEY.
If you have already created keys for this guest, you will get the option to create NEW KEY(S) (which will invalidate and replace previous keys) or DUPLICATE KEY(S).
Once you’ve selected one of these options, you will be asked to select a KEY ENCODER (which will remain the default until the session is ended) and indicate the number of keys you want to create. After completing these steps, select the green DUPLICATE KEY button to create/duplicate the key(s).
Stayntouch PMS will then display a Keys printed! message indicating that the key card has been successfully encoded. You may hear a beeping sound or other indicator from the key card encoding device indicating a successful encoding.
RATES & ADD-ONS
Any RATES & ADD-ONS attached to a reservation will be displayed as shown below. To update a rate code on a reservation, select the orange arrows (>>) to the right of the rate and then select UPDATE ROOM & RATE.
This will direct you to the Rooms & Rates screen, where you can review rates from the RECOMMENDED, ROOM TYPE, and RATE tabs, or search for a room type/rate from the search bar. This screen will also indicate the CURRENT RATE. You can also select Show Restrictions to show room types/rates with restrictions in place. If you wish to change this to a different rate, simply select BOOK. The rate will then update on the stay card.
It’s also possible to have multiple rates associated with one reservation. Like before, select the rate and then UPDATE ROOM & RATE. When you’re directed to the Rooms & Rates screen, select the checkbox for Show Stay Dates, which will allow you to view the rates available for each given date.
If you want to change a rate on a given date, select that date, and then select the rate to which you want to change it. This will then become the current rate. This can be done on each night of the guest’s stay with a different rate for each night if required. Once we select DONE, you will be directed back to the stay card, you'll see that the rate code is now indicated as Multiple.
To apply a custom rate on a reservation, select the orange arrows (>>) to the right of the rate and then select APPLY CUSTOM RATE. Stayntouch PMS will allow you to change the rate amount if you have the appropriate permissions set. If you want to copy a rate for each of the stay nights, simply click the downward-facing arrow underneath the COPY column to populate the same rate across the selected date range. Upon doing so, the rate will be used for each of the stay nights. Please note, you will be required to enter an ADJUSTMENT REASON when copying a rate. Adjustment reasons can be forced by selecting FORCE RATE ADJUSTMENT REASON from Settings > Reservations > Reservation Settings. Once you’ve copied the rate and entered an ADJUSTMENT REASON, select UPDATE, and the rate will show as EDITED.
If you then click on the rate again, a popup will appear allowing you to MODIFY CUSTOM RATE or UPDATE ROOM & RATE. Please note, MODIFY CUSTOM RATE is only available for rates that are allowed to have the rates modified and only for users that have permissions to do so.
To view existing add-ons or to attach new ones, click the orange ADD-ONS button next to the rate information. A pop-up window will appear showing any existing add-ons as well as the posting type. You can remove the add-ons by clicking the red X to the right of the add-on*, or you can click the ADD MORE TO THIS ROOM button to attach any additional add-ons. To exit, click CLOSE WINDOW.
*If the add-on is included in the rate, it is not possible to remove the add-on.
If you click the ADD MORE TO THIS ROOM button, you will be directed to the BESTSELLER tab on the Enhance Stay screen. The add-ons displayed here are chosen by selecting the Bestseller checkbox from Settings > Rates > Add-Ons > Select Add-On. You can navigate through the available charge groups on the left side of the screen to view all available add-ons. You can then select add-ons (if desired), and to go back to the stay card, click the STAY CARD button at the top left of the screen.
LOYALTY
When loyalty programs have been configured for your property, the LOYALTY section will appear on the stay card. In the LOYALTY section, you can select or + ADD a loyalty program for the guest.
ROOM ATTENDANCE
From the ROOM ATTENDANCE section, you can turn SERVICE for the room ON or OFF and select a LINEN CHANGE, STAYOVER CLEAN, and TURNDOWN type.
ADDITIONAL DETAILS
The ADDITIONAL DETAILS section is where you can mark the guest as TAX EXEMPT, mark the reservation as DAY USE (if day use reservations are enabled for your property), and select guest demographics (such as RESERVATION TYPE, MARKET, SOURCE, ORIGIN OF BOOKING, and SEGMENT). You can also enter a BOOKER EMAIL. This is useful if the person who booked the reservation is different from the guest staying at the hotel.
EXTERNAL REFERENCES
From the EXTERNAL REFERENCES you can select an external system (i.e., a CRS) and enter a Reference No. for the external system. If the reservation has been created via an integration, this will appear here automatically.
ACTIVITY LOG
The ACTIVITY LOG tracks many of the backend processes that happen in Stayntouch PMS regarding the guest stay, ensuring you see not only what and when an update was made to the guest stay details, but who performed the action, as well.
PUT IN QUEUE
If a guest arrives at the hotel before their room is ready, the PUT IN QUEUE button will move the reservation to the QUEUED tile on the dashboard. Front desk will then be able to take all the information needed for the check-in process, so that once the room is ready, the guest will only need to pick up the key.
DEPOSIT/BALANCE
By selecting the DEPOSIT/BALANCE button, you can view a guest’s balance or pay any deposit required. If there are deposit rules configured with the chosen rate, the deposit required will show on the DEPOSIT/BALANCE window.
BILL & CHARGES
The BILL & CHARGES section will show all charges attached to a guest’s reservation. You can also add a payment or view the guest invoice or registration card from here. The Guest Bill is explained in a separate section of this guide.
CONFIRMATION EMAIL
To send or resend the confirmation email, you can click the CONFIRMATION button, select a LANGUAGE for the confirmation email, and choose an email address to send the confirmation email to. If you have more than one email address attached to the reservation, more than one will appear for selection. Furthermore, if the option to SHOW CUSTOM TEXT PER RESERVATION has been enabled from Settings > Hotel & Staff > Stationery > Confirmations/Cancellations > Guest Confirmation, you can also switch the EMAIL TYPE from DEFAULT to CUSTOM and enter a custom SUBJECT and CONTENT.
CANCEL RESERVATION
If you wish to cancel the reservation, simply click the CANCEL RESERVATION button.
