How to Locate and Manage a Guest Order
⏱ Estimated time: 3 minutes
👤 Role: Reservations Teams, Receptionists, Finance Teams
What you'll learn:
How to access the central orders database.
Techniques for searching and filtering specific guest transactions.
How to resend receipts and manage order statuses.
Navigating order overviews and payment records.
When should I use this?
Use this process whenever you need to find a guest's booking details to answer a query, resend a confirmation email, or check the status of a payment. The Orders section serves as your primary point of truth for all transactions processed through the storefront.
Key Logic:
All bookings—whether for Rooms, Spa, Tables, or Retail—are assigned a unique Order ID. By locating the order, you gain access to the "Overview" and "Payment" tabs, which allow you to track the guest's journey from purchase to completion.
Before you start:
Have a piece of identifying information ready (e.g., Order ID, Guest Surname, or Email Address).
Ensure you have "Manage" level permissions for the Ecommerce platform.
Step-by-step:
1. Access the Orders List
The orders list is the master repository for every transaction made on your storefront.
Log in to the Ecommerce platform.
Under the Manage heading in the sidebar menu, click on Orders.
You will see a chronological list of all orders, with the most recent transaction at the top.
2. Search for a Specific Order
To find a guest quickly among hundreds of entries, use the search functionality.
Locate the Search field at the top of the order list.
Enter the Guest Name, Order Number, or Email.
Once the correct order appears, click the Edit button on the far right-hand side to open the order management screen.
3. Review the Order Overview
The Overview tab is the control centre for individual guest bookings.
Click on Overview in the left-hand sub-menu.
From this screen, you can perform several administrative tasks:
View Order Receipt: Open a digital copy of the guest's invoice.
Resend Order Receipt: Trigger a new confirmation email to the guest (useful if they provided an incorrect email address).
Amend Order Status: Update the record (e.g., from "In Progress" to "Complete").
Cancel Order: Mark the order as cancelled within the platform.
4. View Payment Details
If you need to verify financial data, move from the overview to the payments tab.
Click on Payments and Refunds in the left-hand sub-menu.
This section shows the transaction history, including the card type used, the status of the payment, and any refunds that have been issued.
Best practice:
Check Status Regularly: If you are looking for a recent booking that a guest claims to have made but it doesn't appear under "Complete," try filtering your search by "In Progress." This is where you will find bookings that failed to integrate automatically into your PMS or Premier system.
Important Notice:
Order Status Alignment: Manually changing an order status in the Ecommerce platform (e.g., to "Cancelled") does not automatically cancel the booking in your external system (like Guestline or Premier). You must always ensure both systems are updated to keep your availability accurate.