Introduction
This article provides guidance on troubleshooting and managing reservation extensions, including handling advanced reservation payments and resolving issues related to long-term reservations.
Common Issues and Solutions
1. Reservation Refunds
Issue: Reservations may need to be refunded.
Solution: Ensure that the reservation is refunded correctly. If further assistance is needed, contact support.
2. Advanced Reservation Payments
Issue: Reservations are not collecting payments as expected.
Solution: Verify that all reservations are set to collect 100% payment and move from advanced deposit to income upon check-in. If discrepancies are found, contact support at [email protected].
3. Long-Term Reservation Extensions
Issue: Reservations are showing as past their stay or not extending correctly.
Solution: Long-term reservation auto-extension is controlled by a system-level setting managed by the Sharper implementation team. Contact Sharper support at [email protected] and include the affected reservation details and your company name. The support team can adjust the extension configuration and process any updates needed.
Steps to Resolve Common Issues
Checking the Reservation
Open the affected reservation in the Marina module.
Confirm the reservation's End Date is set correctly and that the reservation is not marked as checked out.
If the end date and status appear correct but the reservation is still behaving as departed, contact Sharper support — this indicates a system-level extension setting needs adjustment.
Contacting Support
For long-term reservation extension issues, contact our support team at [email protected]. Include the reservation ID, the affected marina, and a description of what you're seeing. Extension timing is configured by the Sharper implementation team and cannot be adjusted from your account.
Conclusion
By following the steps outlined in this article, you should be able to troubleshoot and manage reservation extensions effectively. For any unresolved issues, do not hesitate to reach out to our support team.