Questions and Answers

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BookingAutomation is a cost-effective self-service system offering powerful online booking engines for your own website property management and optional channel management.


BookingAutomation shows real-time availability. Bookings can be instant (auto confirmed) or on request (manually confirmed or declined).

Can bookings be moved between rooms?

Yes, Bookings can be changed or moved to another room if required.

Open the booking and go to the Summary tab, then change the room/unit and click SAVE.

Go to BOOKINGS > Booking Grid and you can drag and drop a booking from one room to another.

Can I (owner) cancel bookings?

Yes, you can change the status of bookings within BookingAutomation. Bookings from Channels should be cancelled within the Channel and modifications/cancellations will then be imported into BookingAutomation.

Open the booking and go to Summary tab and change the STATUS.

Can guests cancel bookings?

Yes, you can provide guests the option to view and cancel bookings but not change them.

If the booking was made a Channel, suggest the guest contacts the Channel to cancel the booking, this ensures that your availability is updated and the dates re-opened.

Can bookings be grouped together?

If your guests book multiple rooms, you can 'Group' the bookings together, you will see the list of 'grouped' bookings when you open any one of the bookings in the Group.

Open the initial booking (Master), go to the Invoice tab and scroll to the bottom, then add the new booking into the 'Add Existing booking to Group'.

What information is gathered during the booking process?

You can set which information you require your guest to enter when they make a booking. You can set optional/mandatory information, additionally you can set Custom Questions (if required).

Go to SETTINGS > PROPERTIES > BOOKING QUESTIONS you can identify the Standard Questions and define any additional questions in Custom Questions.

How can I change the details in the first line of the Charges & Payments and/or Invoice tab of a booking?


If this is left blank a default description consisting of the room name, check in and check out dates [ROOMNAME1] [FIRSTNIGHT] - [LEAVINGDAY] will be used.

Can I change the status of bookings?

The booking status are defined, it is not possible to change the status.

Flags can be used to flag bookings that require special attention.

The flag text is displayed with the other booking fields within the control panel and the [FLAG] template variable can be used to display this text as "hovertext" when the mouse cursor is positioned over the flagged booking in the Calendar view.

Flags can also be automatically applied via Auto Action which you can set up in SETTINGS->GUEST MANAGEMENT->AUTO ACTIONS.

Channel Manager

We have two way XML connections with major booking channels so BookingAutomation can export inventory and prices and import bookings and modifications to bookings.

What is the difference between XML Connection and iCal Connection?

XML - BookingAutomation can export inventory and prices and import bookings and modifications to bookings.To some channels we can also send pictures and descriptions.

iCal - BookingAutomation can export availability and blocked dates, import bookings (summary information), the capabilities of the connection depend on the channel.

You can find details for each connected channel here.

How does the Channel Manager work?

This page explains in detail how the channel manager works.

Can I setup different prices for each Channel?

Yes, if required you can set different rates for your own website and booking channel(s). You can set different prices for each Channel, check the Channel Help page for the requirements and options.

Can I send a surcharge to a Channel?

Yes, you can setup different rates for a Channel and/or you can use a Price Multiplier to change your Rates/Daily Price for a Channel. The price can be increased/decreased. Check the HELP page for the Channel for more information.


Can I use multiple currencies in BookingAutomation?

You can set the system to use one master currency.

If you are using multiple properties you can set a different currency for each. If you need to manage bookings in another currency than your default currency you can create an "invoicee" for the additional currency and assign the charges it. For more information on the invoice function please see Invoicees.

The new responsive version of the booking page allows you to use a currency converter.

We currently use live data from the for currency conversion.

What if the Booking Channel use a different currency than my currency, can I convert the currency in BookingAutomation?

When you are using booking channels which require a different currency than your standard currency you can add a multiplier to prices to convert to a different currency.

In which currency can I pay for my BookingAutomation account?

Your account fees are billed in € but you can pay in any mayor currency according to the current exchange rate.

Payment Collection and Payment Gateways

Can I collect payments from my Guests?

You can use BookingAutomation to receive deposit payments with the booking or collect credit card details. Integrated payment gateways are Paypal (which also allows credit card payments), Stripe, Realex, Authorize.Net, Paymill, asiapay, pesopay, siampay, paydollar, and Bitpay. All later payments have to be processed outside the BookingAutomation system. BookingAutomation does not handle money. All payments go directly into your account with the payment gateway.

To use this service you will need an account with the payment gateway you want to use.

All the payment gateways we connect to are fully PCI DSS compliant.

Alternatively you can securely collect credit card details and process the payment through your own bank or merchant account.

BookingAutomation is not involved in deposit collections for bookings from booking channels. Each booking channel handles them according to their rules/your account settings.

If you use Stripe as payment gateway you can choose to send credit cards supplied by all channels directly to Stripe where the cards can be validated and charged.

Can I send a payment request to my guests ?

Yes, you can setup an automated email to your guests requesting payment for their bookings. See the details in the HELP page for the Payment Gateways.

What happens if the Customer Credit Card is rejected ?

If you have setup your account to send the credit card details to STRIPE then you will receive notification that the credit card was rejected and a Booking info code will be added to the Info tab of the booking.

If the booking was from then you can use the Blue button in the 'Detail Tab' to Report an Invalid card to and they will request a new card from the guest.

If it was a virtual card Stripe might have rejected it because it was not yet valid. In this case you can send it again on check-in day also via the "Details" tab of the booking.

For other channels you will need to contact them and report the card as invalid.

If the booking is in the future, then the invalid credit card details will be stored in BookingAutomation.


Is there documentation in BookingAutomation?

The start page of the support wiki has links to many common questions:

There is also a search function which can be used to search for other topics.

When you click on the FUNCTIONS button in the top left you will find links to commonly used functions.

BookingAutomation has setup wizards: https:/

They are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode. Login with your username and password and follow the steps.

There are also tutorials and videos showing you how to do the set up: https:/

Email Address

How can I change my email address?

You can change your Administrator Email Address by going to SETTINGS -> ACCOUNT -> ACCOUNT ACCESS.

You can change your Property Email Address by going to Property Email Address in SETTINGS -> PROPERTIES > DESCRIPTION "Email".


What are the fees for using BookingAutomation?

With BookingAutomation you only pay for what you use. There is a basic fee for the use of the system which is based on the number of rooms set up plus fees for the services which are used.

You can find detailed information and a calculator on our website to calculate the monthly fee for your set up.

Where can I see my fees?'

Login in to the system and go to Billing.

Are there charges for payment collections?

Yes, please see the section on Payment Collection/Payment Gateways.

Free Trial

Do I have full access to BookingAutomation with the Free Trial?

Yes, signing up for the free trial opens a fully functional account.

You may use this account to test all the functionality of the system for free. The trial period is 14 days, after this period expires, a payment is required to continue using the account.

Payments can be made in Billing.

Guest Login

Can Guests login to BookingAutomation to see their bookings?

Yes, you can give guests the option to view and cancel bookings but not change them.

Go to SETTINGS -> GUEST MANAGEMENT -> GUEST LOGIN and click HELP (top right menu)

Can guests make payments for the bookings?

Yes, you can setup an automated email to your guests requesting payment for their bookings.

Google Analytics / Tracking

Can Google Analytics be installed on BookingAutomation?

Yes, you can install Google Analytics on you booking page.

BookingAutomation also has a built in logging system which will give you information on the activities on your booking page and where a booking originated from.

Help / Training

Does BookingAutomationprovide training?

BookingAutomation has extensive training/help, you can access the relevant HELP for each area of by clicking the HELP button in the top right menu. Where you see (?) for a setting, click (?) for context help.

They are designed to introduce the system and guide you through the setup process. The wizards open your control panel and booking page in wizard mode.

When you click on the FUNCTIONS button in the top left you will find links to commonly used functions.

Import Data / Connect to other Systems /API

Can I import bookings from another system?

If you need to import bookings into BookingAutomation you can use a csv via our API (https://manage.bookingautomation/api/). For some channels we can try to import bookings.

The API can also be used to import/export other data, connect to third party systems or to build your own application.

Can I import bookings from the Booking Channels/OTAs?

Yes, once mapped to BookingAutomation, some booking channels provide access to 'Import existing bookings' if your OTA does not provide this option then you can use the CSV API to import existing bookings. Please check the HELP page for the Booking Channel to see the Capabilities.


Can I add icons to the Booking Page?

Yes, you can add icons to your booking page, from the Main Page wiki, go to the Developers section for more information.


What languages does BookingAutomation support?

The backend is English, German partially in Spanish, and we can offer customer support in English and German.

The booking page where guest can make their bookings is available in 36 languages (Arabic, Bahasa Indonesia, Bulgarian, Burmese, Catalan, Chinese (simplified), Chinese (traditional),, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Icelandic, Italian, Japanese, Korean, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, and Turkish). If the booking page does not currently support your language we can look into adding it if you help us with the translation.

Hosts can choose to activate one or more languages to give guests the option to book in their own language.

What languages does BookingAutomation provide for customer support?

We can offer customer support in English.

Is it possible to add languages to the Booking Page?

If the booking page does not currently support your language we can look into adding it if you help us with the translation.

Can I send messages to the guest in their language?

Yes, go to SETTINGS -> BOOKING ENGINE -> INTERNATIONALIZATION -> BOOKING PAGE LANGUAGES and tick the appropriate languages. Then you can enter the message in the specific language where this setting is available. (ie. Confirmation messages, auto emails etc).

Can I import the language of the guest?

It is not possible to import the language of the guest, however we can deduce the language of the guest from the country they enter at the time of their booking. Go to SETTINGS -> CHANNEL MANAGER and set 'Deduce language from Country' = Yes. The language will show in the Mail tab of the Booking.

Default Language selected in SETTINGS -> BOOKING ENGINE -> INTERNATIONALIZATION -> BOOKING PAGE LANGUAGES will be used if the guest language is blank or you do not have a message in the guest language.

Messaging and Notifications

E-Mail You can set up template Emails to manually or auto send to guest e.g. x days before arrival/departure, based on origin of the booking etc. You can export all bookings and process the data e.g. add to your mailing lists.

Bookings through OTA´s will be confirmed directly through the OTA not from BookingAutomation.


Guest information and contact details can be downloaded to be imported into external mailing lists.


Is there a mobile version of BookingAutomation?

The design of the control panel is responsive meaning it adjusts to the size of the screen. This allows you to perform all actions from your smart phone or tablet it you need to. You have the option to set up a special dashboard to use from mobile devices.

The booking page is mobile friendly. It detects which device the guest uses and adjusts the view accordingly.

Multiple Properties / Agency Functions

With BookingAutomation you can manage multiple properties in one account. You have the option to create subaccounts with individual logins for each property. The subaccounts can have their own login with full access (read and write) or limited access (read only).

The agency search page allows guests to search for availability by criteria you define and book directly online. For a simple example please look here:

We do not have a way to automatically split payments or calculate commission. You could collect the deposit from the guest (your commission) and the property collects the balance when the guest arrives.

Multiple Users

Can more than one person login at a time to my BookingAutomation account?

Only one person can use the login at a time, if you need multiple users, then you can create sub accounts with full or limited access rights. Choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles.

Is there a charge for multiple logins?

Yes, please see you the billing section in your Account for details.

Can I limit the access rights of my staff?

Yes, you can specify the access rights to each user, you can choose from default roles (e.g. admin, backoffice, reception, cleaner) or create your own roles.

Can I limit what a user can see in the bookings?

Yes, you can limit the access rights to a login and then you can HIDE additional options within the system.

Can I give my cleaner access to view the bookings, but stop them from seeing the prices and personal data of the guest?

Yes, you can limit the access to a login with the ROLE you have assigned and HIDE sections of the bookings within their account.


The new responsive booking page allows up to 5 pictures per property plus up to five pictures per room and offer.

By default the adaptive version of the booking page allows for one picture per unit but you can add a Woo slider which will let you display multiple pictures. If you are comfortable working with HTML you can also add multiple pictures directly.

Can we add pictures/images to Upsell Items?

Yes, please go to SETTINGS -> BOOKING ENGINE -> UPSELL ITEMS, and click HELP (top right menu) for the instructions.

Private Label

The private label option allows you to use your own subdomain for your booking page (

Proposal / Quote

Can I send a a proposal or quote to a guest?

Yes. Please use these instructions.


You can set a simple or refined rate structure based for example on seasons, occupancies, minimum/maximum stays, time of booking (e.g. last minute).

For help, with setting prices please go to the Prices section:


Can I run reports of my bookings from BookingAutomation?

The system includes a range of predefined reports including revenue reports, arrivals, departures, invoices, occupancy and current guests. You also have the option to create custom reports. All reports can be saved as .csv files. Custom reports are also available for download as Excel or pdf files.

Can I create my own reports in BookingAutomation?

Yes, you can create custom reports in your account.

I have created a Report in the Master account, can I make this available in my sub accounts?

Yes, you can Clone reports from one account to another.

Can I email a report to my Cleaners?

Yes, you can use the ROUTINES feature in SETTINGS > ACCOUNT > ROUTINES > ROUTINE, click HELP (top right menu) for instructions.

Is it possible to automate reports and send to my email address?

Yes, you can use the ROUTINES feature in SETTINGS > ACCOUNT > ROUTINES > ROUTINE, click HELP (top right menu) for instructions.

Can I run financial reports for all my bookings?

Yes, there are a number of pre-defined reports in the Standard Reports, you also have the option to create custom reports.

Setup and Customisation

BookingAutomation is a self service system. Set up is free of charge and you do it yourself. We have setup wizards which introduce the system and guide you through the setup process.

Almost all elements on the booking page and invoice have classes and you can apply custom CSS to customise them. You or your web designer can use Firebug or a similar tool to look up the classes.

System Status

We do have a public monitoring system. Even though our service is very reliable there will be occasional short outages due to necessary maintenance. Also we cannot except acts of God.


BookingAutomation is designed as a self-service system. BookingAutomation information and free support is available via following channels:

  • BookingAutomation Support Wiki
  • Context sensitive help - click on HELP at the top right of any page for information about the page. A click on the ? icons next to each setting opens context help with information about the setting.
  • Ticket support system. We can see your settings so you do not need to send us screenshots. If you want to send a screenshot you can use a tool like this: to send us a link.

For users who prefer phone support we cooperate with partners who offer professional help for a fee. For a list please have a look here:

Web site integration and Widgets

BookingAutomation can be integrated into any website. Adding a booking widget to a website requires pasting some html code we provide to the source code. This will work with any system as long as you can access the source code.

The BookingAutomation booking page is fully customisable. The innovative design of the new responsive version lets you not only change colors but also define which content you want to display where on the form.

Where is your office?

Our company is in Toronto, Canada.

Cancel Account

You can cancel your account in BILLING.