What you'll learn

• Why hotel users cannot modify voucher extension rules from the dashboard.
  

• How to troubleshoot guest queries regarding online extension restrictions.
  

• The financial risks associated with issuing manual, complimentary extensions.

• How to request a change to your venue's global extension framework.

When should I use this?

Use this guide when troubleshooting an instance where a guest is unable to extend their voucher online, or when reviewing your venue's overall voucher expiry policy.

Key Logic: The configuration for voucher extensions is sat entirely with Gifted; hotels cannot view or change these parameters directly within the platform interface. By default, the system restricts voucher renewals to a single occurrence (1 extension) to protect your venue from indefinite revenue rollovers. Because this setting is managed externally, any structural adjustments or system verification must be handled by the Journey Support team.

Before you start

• Gather the specific voucher code from the guest experiencing issues before starting your investigation.

• Ensure you have senior management sign-off if you intend to alter your venue's default extension rule, as changes cannot be applied selectively by the hotel.

Troubleshooting & Resolution

This configuration is sat with Gifted, and hotels cannot change this from their dashboard. If a guest is unable to extend, it is typically because the system is enforcing the platform default of 1 extension.

1. Verify the Voucher's Extension History

Before agreeing to process any manual extension within the Gifted admin area, hotel teams must check the reports to verify the voucher's history.

Go to the Reports section in your sidebar and open the Extended report. Search for the specific voucher code. If the history log shows the voucher has already been extended once, the platform has automatically blocked further online attempts in line with the default policy.

2. Evaluate the Financial and System Impact of Complimentary Extensions

If a hotel team bypasses the report check and grants a complimentary extension manually within the Gifted admin, this results in lost revenue for the hotel. Furthermore, manually extending a voucher does not reset the system logic; because the platform-calculated limit has already been reached, the guest will still be blocked from performing any self-service extensions online in the future.

3. Requesting a Global Limit Change

If your hotel requires an extension limit other than the default value of 1, you must request this change externally. Submit a technical request to the Journey Support team via the service portal at support.journey.travel.

Important Notice: Any update to the voucher extension limit processed by the Journey Support team is a site-wide change. Modifying this parameter will alter the extension allowance for all future voucher bookings universally across your entire site. It cannot be applied retroactively to individual guests or isolated to specific voucher templates.

Best practice

• Protect Hotel Revenue: Enforce a strict policy that hotel teams must always audit the Extended report before agreeing to an extension. Modifying a voucher's validity manually waives the renewal fee, resulting in the venue not receiving any revenue for this.

• Manage Team Expectations: Ensure front-of-house and reservations teams are aware that this configuration is sat with Gifted and cannot be bypassed, overridden, or changed at a hotel level. If you are unsure, please reach out the Journey Support team via the service portal at support.journey.travel.

• Align Marketing and Terms: Ensure your public-facing Terms & Conditions explicitly align with your active limit (e.g., stating "Vouchers are restricted to a maximum of one extension") to prevent customer service friction.