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How to Effectively Manage Reservation Extensions and Discounts

Learn the best practices for managing reservation extensions and applying discounts in QuickBooks and Avivo. This guide provides step-by-step instructions to ensure seamless booking modifications.

By Tim Moody

In this guide, we'll learn how to efficiently manage reservation extensions to optimize occupancy and reduce costs associated with one-night bookings. By offering guests the option to extend their stay, you can fill gaps in your booking schedule and enhance customer satisfaction. We'll explore how to modify reservations using Avivo, adjust invoices in QuickBooks, and communicate changes through Microsoft Outlook. This process ensures that all financial and logistical details are accurately updated and communicated to the guest.

Let's get started

Here's a great example of how and why we make extension offers.

Here is a copy of a confirmation I sent yesterday to a lady who booked April 21st for three nights. The night before, April 20th, is available for one night only in Mrs. Otis's cabin. In such cases, we prefer not to leave it empty, but we also avoid one-night bookings due to extra costs. Therefore, we offer guests the option to extend their stay when possible.

1
This paragraph was included in her confirmation email yesterday.
Step #1: This paragraph was included in her confirmation email yesterday.

In less than 24 hours, she called me, excited to add the night of the 20th to her reservation. To secure that extra night for her, we should start in Eviivo, ensuring that the extra night gets booked in her name right away.

You want to move to the dates. I'll enter April 20th. I've come to enjoy navigating the calendar this way.

2
Click here
Step #2: Click here
3
Click here
Step #3: Click here
4
Click on "Apr"
Step #4: Click on "Apr"

This way, I can click on an exact date, which makes my chosen date the first column on the screen.

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Click on "20"
Step #5: Click on "20"
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Click here
Step #6: Click here

Her reservation is here, and I'll click it to modify.

7
Click on "Visalli Raine"
Step #7: Click on "Visalli Raine"
8
Click on "Modify"
Step #8: Click on "Modify"

I will click on the drop-down menu for check-in and select the new check-in date, which is the 20th.

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Click here
Step #9: Click here
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Click on "20"
Step #10: Click on "20"

It's worth noting that we need to select the checkout option, even though it's already set, or choose the number of nights. Although it should automatically do this, we still need to click either "four nights" or "Thursday, April 24th" in our example here. This option is already displayed, but Eviivo's...weird.

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Click on "4" to make it easy and quick though.
Step #11: Click on "4" to make it easy and quick though.

I'm not sure why it works that way. At this point, I'll click modify.

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Click on "Modify"
Step #12: Click on "Modify"

After a moment, you'll see a "Booking has been modified" confirmation in the lower right corner of your screen.

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Yay!
Step #13: Yay!

Ensure everything aligns with your original intentions.

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Ensure the check-in and checkout dates are both accurate, for the correct cabin and person.
Step #14: Ensure the check-in and checkout dates are both accurate, for the correct cabin and person.

Double-check that everything went as intended. This is the most important step to do immediately. Make sure to block it out and note it in the book as well.

Here's a placeholder to insert pictures in the book. I'll check that the night is open on the 20th. I'll erase her name on the 21st and write it in on the 20th, drawing a line from there. Now, let's go to QuickBooks and access her account.

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Double-click here
Step #15: Double-click here

I pull up her invoice and immediately copy the cabin and date range. Then, I prefer to start by typing a note on the invoice to explain what happened.

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Highlight the notation to the left of the cursor below, and copy it for use in our note.
Step #16: Highlight the notation to the left of the cursor below, and copy it for use in our note.

You want to clearly state when the change was made, the date of the change, and the specific change itself. Be as detailed as possible for the customer's benefit (as well as ours), as they will see this. It's important to maintain a clear paper trail, especially if multiple changes occur. I noted that it was changed from the previous cabin and date range to the new cabin and date range, on which date this change was made, etc.

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Click on ":"
Step #17: Click on ":"

I will copy the new cabin/date range notation and paste in the line above. It shows she arrives on the 20th and leaves on the 24th. The invoice date must match the check-in date, so it should change to the 20th.

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Change the invoice date to the new check-in date
Step #18: Change the invoice date to the new check-in date

We need to separate this extra night when we add it, because the offer is 50% off the night they're adding. You can separate it onto its own line because discount codes in QuickBooks only affect the line above them. Even though it's a Sunday she's adding, which is a weekday, theoretically, you could just make this a quantity of four.

If we did that, the discount code below would take 50% off all four nights. Instead, we need to separate it onto its own line, even if it is otherwise the same as another line on the invoice. You'll see what I mean. We need to create a couple of lines above the subtotal. Right-click on the subtotal line and choose "Insert Line." Do this twice.

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Click on "Subtotal"
Step #19: Click on "Subtotal"

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Right-click here
Step #20: Right-click here
21
Click on "Insert Line"
Step #21: Click on "Insert Line"
22
Right-click on "Subtotal"
Step #22: Right-click on "Subtotal"
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Click on "Insert Line"
Step #23: Click on "Insert Line"

We have now created two blank lines above the subtotal.

You can copy an entire line in QuickBooks. The first line, which already has three nights, is properly formatted and set up with the correct date range, class, and rate.Right-click and copy the entire line to speed up the process. Then, go to the line below, right-click, and choose Paste Line. This will paste an identical line to what you copied. The only thing to be aware of is that the quantity needs to change from three to one.

It's a weeknight, just like the other three on the other line. The rate, memo, and notation are the same. The only difference is the quantity. It's faster and less error-prone to copy the entire line and change the quantity to one rather than typing it all out again.

For the item, choose a discount. Click the drop-down menu and scroll to find it, or start typing. Typing "D" will show all discounts, but select the specific one you need.

I will scroll down to "Discount Single Night Filler" and select the sub-item that matches the item used earlier for the cabin line.

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Right-click on "4/20/2025 - 4/24/2025 ( Weekday Rate )"
Step #24: Right-click on "4/20/2025 - 4/24/2025 ( Weekday Rate )"
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Click here
Step #25: Click here
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Right-click on "reservation has been changed from Mrs. Otis"
Step #26: Right-click on "reservation has been changed from Mrs. Otis"

Since this customer is a returning guest staying for less than seven days, I will select the sub-item "Discount Single Night Filler."

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Click here
Step #27: Click here
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Right-click here
Step #28: Right-click here
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Click on "Paste"
Step #29: Click on "Paste"
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Drag "4/20/2025 - 4/24/2025"
Step #30: Drag "4/20/2025 - 4/24/2025"
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Type "Backspace"
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Right-click here
Step #32: Right-click here
33
Click here
Step #33: Click here

When I do that, it applies a 50% discount to the line directly above it. You can see it's deducting $82.

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Click here
Step #34: Click here

50, which is half of $165, the line above.

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Type "Backspace"

It is not applying a 50% discount to everything above it.

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Type "1"

That is why we needed to separate it onto its own line. Now, I'm going to copy the cabin and date range because I forgot to replace the memo in the lower left earlier. I'll paste it here or type that they're coming on the 20th. I don't mind if people copy and paste, as long as it's done accurately.

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Click here
Step #37: Click here

Save and close quickly. Since we made a change when a payment was applied, a pop-up appears.

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Click here
Step #38: Click here

Just click "Yes." We want to change it anyway. Sometimes you'll see a spell check notification. In this case, it's trying to correct her name.

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Type "d"

I'm going to click "add." This adds her name to the dictionary, so we won't have to deal with that name or word again. Now it's asking if we want to send the invoice again. Not yet, so do not send it. Pull up the payment applied to this invoice and replace the cabin and date range with the new one.

Save and close. Now, I'll quickly check to ensure the invoice date matches the check-in date and that the payment and invoice notations are consistent.

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Click on "return customer stay < 7 days"
Step #40: Click on "return customer stay < 7 days"
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Click here
Step #41: Click here

Here it is. I'll bring up the invoice again.

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Click on "-82.50"
Step #42: Click on "-82.50"

Now, we need to return to Avivo to ensure it matches financially. The new subtotal is $577.50. Open Avivo, find the person's reservation, and click "modify."

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Click on "4/20/2025 - 4/24/2025 ( Weekday Rate )"
Step #43: Click on "4/20/2025 - 4/24/2025 ( Weekday Rate )"
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Right-click on "4/20/2025 - 4/24/2025 ( Weekday Rate )"
Step #44: Right-click on "4/20/2025 - 4/24/2025 ( Weekday Rate )"

There are a few different ways to approach this.

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Click on "Copy"
Step #45: Click on "Copy"

For now, I would like to focus on charges.

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Drag "Mrs. Otis :"
Step #46: Drag "Mrs. Otis :"
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Type "Ctrl + V"

Excuse me. That makes it even more convenient. Please move away a little bit.

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Click on "Save & Close"
Step #48: Click on "Save & Close"
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Click on "Yes"
Step #49: Click on "Yes"

Excuse me. Sorry about that. When you open the reservation in Avivo, click on "Charges."

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Click on "Add"
Step #50: Click on "Add"

There are several ways to approach this, but here's what I suggest for now.

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Click on "Do Not Send"
Step #51: Click on "Do Not Send"

This may change in the future, but for now, to make this match, go to Charges in Avivo and click on Deductions.

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Double-click on "Deposit"
Step #52: Double-click on "Deposit"
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Double-click on ":"
Step #53: Double-click on ":"

We will keep the category as ad hoc.

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Drag ":"
Step #54: Drag ":"
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Type "Ctrl + V"

You notice there are other things like discounts, but I'm currently confused about the taxation.

56
Click on "Save & Close"
Step #56: Click on "Save & Close"
57
Click on "Yes"
Step #57: Click on "Yes"

To make it match, I'll leave it as ad hoc under the description.

58
Click on "A / R General Accounts"
Step #58: Click on "A / R General Accounts"
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Click on ": 4/20/2025 - 4/24/2025"
Step #59: Click on ": 4/20/2025 - 4/24/2025"
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Click on "4/20/2025 - 4/24/2025"
Step #60: Click on "4/20/2025 - 4/24/2025"
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Double-click on ": 4/20/2025 - 4/24/2025"
Step #61: Double-click on ": 4/20/2025 - 4/24/2025"

You can quickly go back into QuickBooks and copy the notation on the discount line if needed. That's what I've been doing, and then I paste it.

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Click here
Step #62: Click here

I will remove the word "deduction" to leave the line blank, then paste it in.

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Click here
Step #63: Click here
64
Click here
Step #64: Click here

This ensures it matches exactly what QuickBooks states.

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Click on "Modify"
Step #65: Click on "Modify"

Then, deduct $82.50. Enter that amount. Now, click "Add." Although it says "Add," you're actually adding a deduction, which reduces the invoice amount.

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Click on "Charges"
Step #66: Click on "Charges"
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Click on "Charges"
Step #67: Click on "Charges"
68
Click on "Charges"
Step #68: Click on "Charges"
69
Click on "Back"
Step #69: Click on "Back"
70
Click on "Charges"
Step #70: Click on "Charges"
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Click on "Deduction"
Step #71: Click on "Deduction"
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Click here
Step #72: Click here
73
Click here
Step #73: Click here

I just did everything. Sorry. Okay, look.

74
Click on "Description to appear on the"
Step #74: Click on "Description to appear on the"

This will likely change in the future regarding our approach.

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Click here
Step #75: Click here
76
Click on "Night Opening"
Step #76: Click on "Night Opening"

Currently, the only way I know to make it work as needed is to click "modify" on the first page, the summary page.

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Right-click on "Fill a Single Night Opening"
Step #77: Right-click on "Fill a Single Night Opening"
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Click on "Copy"
Step #78: Click on "Copy"
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Type "Alt + Tab"
80
Drag "Description to appear on the bill"
Step #80: Drag "Description to appear on the bill"
81
Type "Backspace"
82
Type "Ctrl + V"

Here, you can see the amount of money listed. This is the subtotal before tax.

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Click on "0.00"
Step #83: Click on "0.00"

To change it, click the padlock icon, then click "Unlock."

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Type "82.50"

It might take a moment, but then this field becomes clickable, allowing us to change the amount of money. Look back at QuickBooks; $577.50 is the subtotal, so you can erase the $660.

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Click on "Add"
Step #85: Click on "Add"

Enter the new amount and click "Modify."

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Click on "Payments"
Step #86: Click on "Payments"
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Type "Alt + Tab"

Now it will close and indicate that it has been modified.

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Type "Alt + Tab"

Click here to view it quickly and ensure it worked correctly.

89
Type "Alt + Tab"
90
Type "Alt + Tab"
91
Type "Alt + Tab"

We now have $577.50. Click here to view it if you want to quickly check and ensure it worked correctly.

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Click on "Charges"
Step #92: Click on "Charges"

Now, let's look at the summary. The total is shown here: $606.

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Click on "目"
Step #93: Click on "目"

38. Look back in QuickBooks: $606.

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Click on "Yes"
Step #94: Click on "Yes"

The total listed here is 38.

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Click on "Payments"
Step #95: Click on "Payments"

In QuickBooks, the balance due is $358.

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Click on "Summary"
Step #96: Click on "Summary"

Avivo agrees with that.

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Right-click here
Step #97: Right-click here
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Click here
Step #98: Click here

The amount due is $41.25. If we charge the deposit to bring it back up to 50% of the subtotal, that is the amount we would charge.

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Click on "Modify"
Step #99: Click on "Modify"

I modified this for that reason. Otherwise, you can go into the charges area and add a deduction right here.

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Click on "$ 660.00"
Step #100: Click on "$ 660.00"

The issue is that, for some reason, the deposit amount does not change.

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Click here
Step #101: Click here
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Click on "Unlock"
Step #102: Click on "Unlock"
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Click here
Step #103: Click here

Avivo would be dishonest if I sent a booking prompt stating she owed half of the full room rate when that's not true.

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Click here
Step #104: Click here
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Click on "577.50"
Step #105: Click on "577.50"
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Type "Alt + Tab"
107
Drag "Force Booking ?"
Step #107: Drag "Force Booking ?"

For now, I modify it directly from the summary.

108
Type "557.50"
109
Type "Alt + Tab"
110
Type "Alt + Tab"
111
Click on "$ 557.50"
Step #111: Click on "$ 557.50"
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Type "Backspace"

Then, verify that the total and the balance match.

113
Type "7"
114
Click on "Modify"
Step #114: Click on "Modify"
115
Click on "Click here to view"
Step #115: Click on "Click here to view"

We can now go into communications and send a booking deposit payment request.

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Click on "$ 606.38"
Step #116: Click on "$ 606.38"
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Type "Alt + Tab"
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Click on "606.38"
Step #118: Click on "606.38"

That would correctly require an additional $41.25. However, since I know her, I decided to add it to her balance and collect it when she's here.

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Type "Alt + Tab"
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Click on "$ 358.88"
Step #120: Click on "$ 358.88"
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Click on "$ 41.25"
Step #121: Click on "$ 41.25"

We typically charge the deposit, print the new invoice, and staple it to the front of the old paperwork. Then, file it under the new check-in date. If you take a deposit, log it in your daily transaction log and apply it in QuickBooks. Follow these steps to ensure the new invoice is processed correctly.

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Click on "Charges"
Step #122: Click on "Charges"
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Click on "Deduction"
Step #123: Click on "Deduction"

Apply the transaction log in QuickBooks by following all necessary steps. We've covered the important aspects here. Ensure the additional night is booked in eviivo on our calendar and in our physical reservation book before proceeding.

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Click on "Summary"
Step #124: Click on "Summary"
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Click on "Summary"
Step #125: Click on "Summary"

You need to adjust the invoice to reflect the new information. In this case, change the invoice date because she added an extra night at the start of her stay, shifting her check-in date. This impacts the invoice date.

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Click on "Comms"
Step #126: Click on "Comms"

I needed to ensure there was a discount only on the fourth night due to the context. Additionally, I had to make sure a clear note was written on the invoice to explain to us and the guests exactly what happened and when.

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Click here
Step #127: Click here
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Click here
Step #128: Click here
129
Click on "Payment Request - Booking Deposit"
Step #129: Click on "Payment Request - Booking Deposit"
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Click on "Payments"
Step #130: Click on "Payments"

Finally, we ensured that Evivo matches and agrees with QuickBooks regarding the amount of money due.

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Click on "×"
Step #131: Click on "×"

You can now send the invoice.

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Click here
Step #132: Click here

We can handle that either through Evivo in the future or through Outlook for now.

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Click on "A"
Step #133: Click on "A"
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Click on "Print"
Step #134: Click on "Print"

Click Control-A in the body of the email, then press Backspace to remove any unwanted formatting. Next, return to QuickBooks. I prefer to change the subject line from "confirmation" to "Reservation changed" instead of "reservation confirmation."

We will copy Steve because he provides a second pair of eyes on the calendars, especially for the OTAs. It's important to inform him of any changes. I'll use the standard signature and type this in my own words. For now, just type out a confirmation letter like this. There might be revised directions or a template with a signature in the future.

Usually, they have already seen their confirmation letter.

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Click on "Discount for Extending Stay to"
Step #135: Click on "Discount for Extending Stay to"

They received the welcome letter. It won't be sent again.

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Click on "with the additional night"
Step #136: Click on "with the additional night"

It's simply sending an acknowledgment that we spoke. We've updated your invoice, and the revised version is attached. I also prefer to specify the day of the week and the date for checking and checking out again.

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Click on "©"
Step #137: Click on "©"

We must ensure this is done because we can't be too careful. It's important to make sure we're on the same page.

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Click here
Step #138: Click here

Double-check everything, then click send.

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Click here
Step #139: Click here
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Click here
Step #140: Click here
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Click on "| = ""
Step #141: Click on "| = ""

Close the invoice.

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Click here
Step #142: Click here
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Click here
Step #143: Click here

Now you know how to handle this.

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Click here
Step #144: Click here
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Type "Ctrl + A"

Now you know this is effective.

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Type "Backspace"
147
Click on "Reservation Confirmation"
Step #147: Click on "Reservation Confirmation"
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Drag "Reservation Confirmation"
Step #148: Drag "Reservation Confirmation"

It is effective. However, I am not sure about the statistics.

149
Type "hanged"
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Click here
Step #150: Click here
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Click on "smaselli@greystonemuseum.com"
Step #151: Click on "smaselli@greystonemuseum.com"

I need to talk with Steve. I can't recall how long we've been doing this, but we should check QuickBooks. We can tally how many reservations have used this promotion we sometimes offer.

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Click here
Step #152: Click here

To recap, if you go to your desktop, you'll find a shortcut to a document called "Reservation Extension Offers."

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Click on "Signature"
Step #153: Click on "Signature"
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Click on "Standard"
Step #154: Click on "Standard"
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Click here
Step #155: Click here

You can copy either the single night opening before or after the reservation. Once copied, paste it into your confirmation letter or SCI when sending them. Change the underlined sections to specify the exact night and the amount of money. For example, clearly state the additional amount being added to the invoices. These are the only adjustments needed for the copied text. This document also covers this, but once done, write "Y" in the Reservation Extension Offer field.

Let me go back to QuickBooks and pull up her invoice to show you that there was already a "Y" there. When I sent her the confirmation yesterday, I included that paragraph. You can place it wherever you feel is appropriate in your email. You saw earlier where I chose to place it. As soon as I sent the confirmation, I entered "Y" in that field. This stands for "yes, we've made the offer." For example, when it's time to send an SCI, if there is a "Y" in this field, do not make the offer.

156
Click here
Step #156: Click here

We don't want to seem pushy or make the offer more than once. The main reason this exists is to inform that it's already been done. Don't make the offer again. It also lets us know the offer has been made and she is aware. That's all for now.

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Click on "Send"
Step #157: Click on "Send"
158
Click on "Save & Close"
Step #158: Click on "Save & Close"
159
Type "Cmd + D"
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Double-click here
Step #160: Double-click here
161
Click on "Please call the Innkeeper at"
Step #161: Click on "Please call the Innkeeper at"
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Click on "- night Opening Following the Reservation"
Step #162: Click on "- night Opening Following the Reservation"
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Click on "if you would like"
Step #163: Click on "if you would like"
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Click on "+ tax"
Step #164: Click on "+ tax"
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Click on "in the " Res Ext"
Step #165: Click on "in the " Res Ext"
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Click here
Step #166: Click here
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Double-click on ": 4/20/2025 - 4/24/2025"
Step #167: Double-click on ": 4/20/2025 - 4/24/2025"
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Click here
Step #168: Click here
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Click on "Save & Close"
Step #169: Click on "Save & Close"
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Click on "✓"
Step #170: Click on "✓"