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🔁 Moving a Guest Between Properties

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🎯 Purpose

To outline the correct procedures when relocating a guest from one property to another, whether before or during their stay — with platform-specific instructions and accounting best practices to ensure accuracy and team alignment. Watch video at end for live example.

🧭 SCENARIO 1: FULL MOVE (Guest Has Not Checked In Yet)

📍 Airbnb (Guest Hasn’t Checked In Yet)

If the guest hasn’t checked in, this is the easiest and most direct method for relocating the reservation.

✅ Steps:

  1. Go to the Guest Record in OwnerRez.
  2. Click the Reservation Number link to open the reservation in Airbnb.
  3. In Airbnb, click “Change Reservation”.
  4. Select the new property the guest is being moved to.
  5. Update the dates, if necessary.
  6. Confirm the price and refund/difference.
  7. Submit the change.

⚠️ Important Notes:

  • DO NOT use this method for properties under different Airbnb accounts.
  • You cannot move guests between two Airbnb accounts.
    • The exception: properties on our Reservations 2 Airbnb account (currently includes Holly Lane) cannot be moved to/from other Airbnb properties via this method.
  • Always check with a manager (Katie, Jenna, or Rashida) before finalizing charges to ensure both property records reflect correct amounts.

📍 VRBO, Booking.com, and Direct Bookings

If the guest hasn’t checked in yet:

  • Follow the standard process of unlinking from the channel in OwnerRez if applicable.
  • Change the property and update financials manually.
  • Leave detailed notes and tag the booking as “Unusual Booking Activity.”

(Refer to the cancellation and refund SOPs if adjustments are required.)

🔁 SCENARIO 2: PARTIAL STAY MOVE (Guest Stays at Two Properties)

🛠️ Steps When Guest Has Already Checked Into First Property

  1. Do NOT move the full reservation.
    • Keep the original booking active for the portion already used.
  2. Create a New Booking for the second property:
    • If a calendar block was used to hold the space:
      • Open the block in OwnerRez.
      • Click “Convert to Booking.”
      • Fill in all details (guest info, charges, notes).
  3. Tag Both Bookings
    • Apply the tag “Unusual Booking Activity” to both the original and new reservations.
    • This helps accounting track income splits and internal teams understand what occurred.
  4. Split Income Accurately
    • Divide revenue proportionally based on nights stayed at each property.
    • Example:
      • Guest stayed 3 nights at Property A and 7 nights at Property B.
      • Total stay = $10,000 → $3,000 goes to Property A; $7,000 to Property B.
    • Adjust for:
      • Cleaning fees (per location)
      • Discounts offered due to any issues
      • Any pet or extra guest fees
      • If new property moved to costs more per night
  5. Leave Detailed Notes
    • Change the title on the original booking to “moved (Guest Name) to (Property Address)” and then again on new booking, change title to “moved (Guest Name) from (Property Address)
    • Leave detailed notes about everything you did with charges.
      • Example: “Guest moved from 1122 N to Linda Lane. Stayed 4 nights at each. Revenue split 50/50. Cleaning fee charged at both locations. Discount applied at South End for A/C issue.”
  6. Notify the Accounting Team
    • If income was moved or split, alert accounting (tag on What’s App) for EOM reconciliation to ensure correct payout attribution.

📌 Best Practices

  • Always document everything in both reservation records.
  • Double-check pricing, taxes, cleaning fees, and refund logic with a manager before submitting final changes.
  • Tag appropriately for transparency across teams:
    • “Unusual Booking Activity”
    • Add explanatory notes
    • Use “Booking Resolutions” if refunds were issued