Split-Leg bookings may occur when NightsBridge has availability across two or more rooms, within the same room type. This best way to maximise the availability of a room type, allowing you to accommodate and accept more bookings - improving both your occupancy and revenue.
Based on the Online Calendar below:
- A potential booker searches availability at your property for arrival, 31 May and departure, 05 June.
Although you don't have availability for 5 consecutive nights across one physical room - rooms 1, 2, 3 or 9 - you do have availability across the room type, Double Room.
- NightsBridge will note that you have the availability and accept the booking.
In the imaged calendar example, the availability noted is highlighted in blue blocks on the calendar - the availability crosses two rooms within the same room type.
In addition notice how, although there is no one room available for all 5 nights, yet the room type availability count (highlighted in yellow) shows a minimum of 1 room available over the respective dates.
Along with the standard booking confirmation email, you will receive an email informing you of the split-leg booking.
This email will mention that:
- you have received a multi-day booking, and that
- it couldn't be entered into your system properly
The email will also confirm that you have the availability within the specific, only spread across more than one room.
Notification email example
Here is an example of the email sent to the property for each split-leg booking.
How to handle a split-leg booking
1. Determine which room the booking was trying to enter
Refer to the original booking confirmation email. The physical room the booking was trying to enter will be noted within the 'Room Type' section of the confirmation email.
Should you need assistance, NightsBridge Support is able to provide you with the name of the physical room originally booked.
2. Free availability for the identified physical room
- Move the arrival bookings around to free up availability for the entire duration of the booked stay, within the physical room the booking was trying to enter.
- Synchronise NightsBridge and your Property Management System.
Once synchonised the slip-leg booking will be allocated to the physical room.
This option will require the guest to change rooms during their stay.
To help manage the guests expectation, we recommend that you:
- contact the guest to advise them that they will need to move to a different room during the stay.
- Here is an example of a typical message:
During your stay, for your last 2 nights, we will need to move you to a different room. Our apologies!
We will assist with moving you on the day and limit the inconvenience as best we can.
We felt it important to let you know ahead of time.
- Here is an example of a typical message:
- Guests usually have no issue with moving rooms if you're able to do the physical moving as well.
- It is important that the guest knows about the move before arrival though.
We're here to help!
If you need any additional guidance on the topic, please contact NightsBridge Support.
Don't want split-leg bookings?
Please note that we do not recommend restructuring your NightsBridge Setup to avoid split-leg bookings. This will defeat the designed benefit of maximum availability to maximise revenue. A restructure will also require additional changes to all your connected channels. Most booking channels will also not accept multiple rooms with the same room type name as this will cause booker confusion - and confusion leads to less confirmed bookings.
Best Practice:
Cleaning the grid
Referred to as "cleaning the grid", this practice is simply:
- reviewing the arrivals your online calendar and
- moving the room allocations of future bookings around to free up consecutive available nights within the same physical rooms
This is best done according to you booking window - that way you're cleaning up room-specific availability in advance, reducing the occurrence of split-leg bookings.
- Many large properties and brands consider this a common practice and it is often a task assigned to Front Office staff.
That said, if you're certain that split-leg bookings are not for you, reach out to NightsBridge Support for guidance with your options.