The busy season may be over but there is no rest for the eviivo team. We’ve been working hard to improve the eviivo suite service, adding new features to help you secure bookings earlier.

You can now define more than one deposit policy! 

Go to the Settings tab and select Deposit on the Menu.   Then, all you need to do is select the Add policy button, give the policy a name, set the deposit rules, and save them.  It’s as simple as that!

release - en A new deposit rule lets you charge increasing deposit amounts over time.

Deposits can now be taken at time of booking and increase as check-in gets closer. The deposit may be expressed as a number of nights, a fixed value or a percentage of the booking value. This feature helps you secure and encourage advance bookings.

How do I activate this new feature?

  • Define tiered deposits using the By Date button, where you will initially be offered two tiers – to add an extra tier, click on the Add Deadline button.  The deposit amount specified against each deadline is always cumulative – this means that it represents the full amount due to be paid by the guest at this point in time.
  • Define traditional one-time deposits by using the Single deposit button.  (NB - Your existing deposit policy will now also appear as a Single Deposit policy).

If you set up a tiered deposit policy, why not also define a tiered cancellation policy to match!

Just like deposits, cancellation charges can now be defined to increase over time, the closer you get to check in.  

To check the cancellation policies that are currently defined for your business, go to the Settings tab, and select the Cancellation menu.

WARNING!  The cancellation policy screen is locked, and you will need to contact eviivo if you wish to update your cancellation policies and take advantage of this new feature.   This is because cancellation policies always needs to be “mapped” to the websites of every online travel agency (OTA) that you are connected to.    Mapping can take up to 4 weeks with some agencies (OTAs), and around 1 hour for your own website, and synchronised channels (other than the main OTAs).   So when you contact eviivo, we will help you

  • define the new tiered cancellation rules
  • set up a new rate plan(s) that make use of these rules
  • get these rate plans mapped
  • de-activate the old ones if need be, once the new rate plan is ready.

The screen below shows a tiered cancellation that is already mapped and active. release - en - 2

How can I associate the relevant deposit rule or cancellation policy to my rates?

It is easy.  Go to the Rates tab, and Rate Plan menu.  Select the relevant Rate Plan.

A new “deposit policy” field is now available, right next to the cancellation policy field.  Both give you the ability choose any the deposit or cancellation rules you defined earlier.

NB: Once a rate plan is active, the cancellation policy can no longer be changed (since they need to re-mapped to every OTA agency website) but the deposit policy can still be changed at any time.

For example:  The first screen below shows a non-refundable cancellation policy, with a 100% deposit, at a lower price than the base rate.  This is to encourage guests to book well in advance (low price) and secure the booking at the same time (100% non-refundable deposit).

release - en - 3

The next screen shows a deposit policy where guests would pay 30% of at the time of booking, and 70% a week before check-in, with a cancellation policy to match!  This allows you to charge the correct deposit to the card when the time comes, and secure the deposit should the guest cancel.

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Finally, we have also implemented a number of other improvements to assist with booking cancellations

Taking bookings is great, but when guests change their minds at the last minute and cancel, things can get tricky, especially as major Online Travel Agencies will often handle exceptions in a slightly different way, and manage deposit and cancellation policies slightly differently.

So now, when you click on the Cancel button, the eviivo suite will take you through everything, step by step… make sure you know WHERE the booking came from, WHO needs to pay or refund the guest, by HOW MUCH, and what alternatives you have.  All this before you are asked to confirm the cancellation.

Right at the outset, the eviivo suite asks you to confirm if this is a routine cancellation, or a No Show, or a card decline, since the process changes slightly in each case. Select the relevant option and it will appear in yellow.

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  • Cancel:   for routine cancellations, the eviivo suite will now take you through two steps.
    • STEP 1 – is where you are given the option to waive or modify the cancellation charge (except where your policy or the online travel agency do not allow it)


  • STEP 2 – is where the system tells you what needs to happen in terms of payments and refunds and asks you how you wish to process them.

The eviivo suite will automatically disable options that are not relevant, therefore some of the buttons shown above may not be usable for some booking cancellation scenarios.

  • if any part of the booking was prepaid online, or by card using the eviivo suite, then any refund (if any!) will be processed in exactly the same way
    • If the payment was collected by eviivo or an Online Agency, then any refund will also be processed by eviivo or the Agency, automatically, when you confirm.
    • If the payment was made into your own merchant account directly, then any refund will also be processed against your own account, when you confirm.
    • If the payment was charged to the guest card via the card tab, then any refund will be processed against the same guest card, automatically, when you confirm.
  • If a payment or refund needs to be processed by yourself over the counter, the suite will give you the option to record it in the payment tab, either right away or later, and the booking will be cancelled.
  • If you cannot process a manual payment/refund yourself, because you no longer have a valid card, or the card has since expired, the cancellation fees will be waived automatically, and the booking will be cancelled.
  • No Show:    use this option to cancel an online booking when a guest has not turned up as anticipated.  This option is only available the day after the intended check-in date.

No shows should be reported no later than 48 hours after check-in if you are to avoid erroneous invoices and agency costs.   Once again, you do not need to call eviivo.  Just select the ‘No Show’ button, and follow the steps on the screen.

  • Card decline:   If you received invalid or expired card details from an online agency, you can now request a new card from the guest, directly from the cancellation screen – in effect, send them a polite reminder that their reservation is at risk and that they should contact you right away.  And if the guest does not respond, you can ask the OTA agency* to cancel the booking altogether – directly from the cancellation screen.  You do not need to call eviivo.  Just select Card Decline and follow the steps on the screen.

Remember that Online Travel Agencies require that you declare bad cards within 48 hours of receiving them. 

OTAs do not accept card declines beyond that.  In addition, for, invalid cards must also be reported in your account via the extranet.

We update your eviivo software every month, usually while everyone is asleep, introducing new features and improving old favourites. But not everyone likes surprises – even nice ones - so 72 hours beforehand we email everyone with details of the update.

Every update is thoroughly tested and applied incrementally across the eviivo network, ensuring the update is fully compatible with your current eviivo software.

Even so, there will be a short pause in service as we update over the night of 06/01/2016. But don’t worry, this is completely normal and your service will be restored before the morning.