How to correct a reservation Departed in error in RMS.

Overview

A reservation departed in error occurs when a guest is checked out in RMS before they have actually departed. This immediately releases the Area back into available inventory, which can result in overbooking if a new reservation is confirmed for the same area and dates.

This article explains how to reverse the departure and restore the reservation to an In-House status.

What Happens When a Reservation is Departed in Error

• The area is immediately shown as Departed on the Booking Chart and Availability Chart.
• Availability opens on connected Online Travel Agent (OTA) channels via the Channel Manager - creating an overbooking risk.
• The Reservation departure may trigger Correspondence to send to the guest.

• Housekeeping may be notified to service the room as a Departure Clean.

   

How to Correct a Reservation Departed in Error

Revert Reservation

The Revert Reservation feature is dependent on Security Profile access, and is time-limited in how long the option displays.

Open the Reservation in RMS.

1. Select Revert Reservation.
2. Select Yes.
   
    

Manually Change Reservation Status

Open the Reservation in RMS.

See the article on Reservation Status Change for further information.

FAQs

The Undo Departure option is not visible — why?

This action requires Security Profile permissions, and is also time limited.

Contact your System Administrator to confirm your access level, or ask a Manager to process the reversal on your behalf.

Night Audit has already run — can the departure still be reversed?

Reversing a departure after Night Audit has been processed requires additional steps and may affect financial records. Please get in touch with your Manager for advice tailored to your business.

A new booking has already been made for the same room — what do I do?

Do not assign the affected area to the new reservation.

Contact your Manager immediately, then reach out to the incoming guest to arrange alternative accommodation.

If the booking came via an OTA, contact the OTA directly to manage the relocation.