There are various reasons why you will need to reassign a guest to a different unit. When this happens, here are the important things to note in order to better manage your guest’s experience.

Note that when a booking is reassigned to a new property/unit, this might trigger a new booking confirmation from your PMS and Enso interprets it as a new booking.

Here are the best practices when executing this change:

Before making any changes in your Property Management System (PMS) that could trigger automatic messages in your Enso account, it's important to first set your guests' expectations.

Let your guests know about the change, as well as the new booking confirmation message they will receive.

Inform them that they won't need to go through the verification process again. Instead, they will receive a new link to their boarding pass.

This step varies across different Property Management Systems (PMS), but the ultimate goal is to update the booking to a new unit or property.

At this point, you have two options. You can ask your guest to fill in their details on the new boarding pass, or you can do it for them. If you choose the latter, click the new boarding pass link from the booking confirmation message and enter the information you've already collected.

As this guest has been fully verified during their initial booking, it's logical for them to receive access to the new boarding pass for the new property/unit without having to go through the verification process again.

To achieve this, you will need to bypass the verification steps on their boarding pass.

Here’s how to do that:

Your guest should now have full access to the boarding pass and be able to proceed with the check-in steps for the new unit.

Always remind your guests to complete the check-in process by clicking the "I'm in" button.