Dealing with a split-leg booking (PC Bridge)

Split-leg bookings are an important way of filling up the last open rooms. They maximize your occupancy and increase your revenue.

You might at some point receive an e-mail from us about a booking that could not be entered into your calendar properly.

We call this a split-leg booking.

How do you know you have a split-leg booking?

The extranets you are connected to (like Booking.com/Expedia/Agoda etc) can only see your room types, and not your physical rooms under each of the types.
When a guest searches for accommodation on these extranet sites, it shows that you have availability for the period, and the site sends the booking through.
However, you have availability in double rooms for this guest over this period, the availability on your NightsBridge calendar is split between different rooms.

For example:

The guest wanted to stay in a double room for Monday, Tuesday and Wednesday.
You have availability for this guest on Monday in Room 3, on Tuesday in Room 2 and on Wednesday in Room 1.
This is split-leg availability.

There are three ways to solve the split-leg booking. We recommend you try the options in the order in which they are listed:

See if you can shuffle your calendar to open up space for the guest to stay on in one room for their whole stay.
If you are using a PMS, please remember to free up the room that it was automatically booked in to and synchnronise so the booking can enter into your PMS.

Call or e-mail the guest to advise that he/she will have to move to a different room during the stay.
Consider using this as your explation: During your 3 night stay you will have to move rooms once, we will do most of the moving for you to save you the inconvenience, but we wanted you to be aware of this beforehand.'
Guests usually have no issue with moving rooms if you will do the moving for them.
It is important that the guest knows about the move before arrival though.

If the guest refuses to move rooms or is not happy with the option, the guest can cancel their booking.
It is VERY IMPORTANT to ask the guest to please cancel the booking on the website it was made (eg. Booking.com/Agoda etc).
Try not to get involved in the cancellation of the booking. If you cancel the booking on their behalf, you will get charged with commissions and relocation fees.
If the client cancels directly with the site they booked on, you will not get charged the commissions and relocation fees.