Booking drawer
The booking drawer is where you work on one booking: its tenant and contract details, its dates, rent and unit, the check-in and check-out, your team's notes, the conversation with the tenant, tickets and files. The money tabs are on Payments and deposit.
Before you start
- Where: click a booking anywhere in VIVIN: the Bookings list or Timeline, a unit calendar in Listings, a tenant profile, Finance or the Sales Multicalendar. The drawer opens over the page.
- Permissions: Bookings → Sidebar opens the drawer; Bookings → Edit Items is needed for most changes on Contract Info. Each section below names any other permission. The full list is on Bookings.
- The header, the insights bar and the list of tabs are described on Bookings.
Contract Info tab
The tab's sections, from top to bottom:
| Section | What it holds |
|---|---|
| Tenant details | Name, contact details, ID document (Identification ID, ID Type, Country of Issue, ID Expiry Date), Fiscal ID, Home address and Tenant IBAN; Billing details and Bank details folds; Emergency contacts, Second tenant and Guarantor when switched on; Tenant category (from the tenant). |
| Booking information | Dates, money, contract terms, payment requirements, source and classification (table below). |
| Contract | Preview, Regenerate, Resend and Upload Signed Contract, with the period the document covers. |
| Method of payments | The booking's Virtual IBAN, the Tenant Portal link, Impersonate Tenant and Exclude this booking from penalty fees. |
| Property & Unit | Unit and Property buttons, the internal names and address, Building Access, Property access and Unit access with codes and hints, Resend Nuki Access, and the Change unit pencil. |
| Check-in & Check-out | Check-in time, Check-out time and the responsible for each; the onboarding email, portal access and check-in email buttons, each with when it was last sent. |
| Changelog | Every change made to the booking. View all (N) opens the full list, with search. |
Cancel Booking and Delete Booking are at the bottom (see Bookings).
Booking information fields:
| Group | Fields |
|---|---|
| Dates | Start date, Move in, Move out, End date |
| Money | Monthly rent, Deposit, Cleaning fee, Admin fee, Exit fee, Tenants number, Extra price per tenant, Local Rent Cap |
| Contract terms | Contract cycle, Contract type, Due day, Due Month, Days before due (payable), Deposit Refund Limit (blank uses the account setting), Rent calculation method (Standard (monthly proration) or Yearly Average (nightly rate)) |
| Payment requirements | Confirmation payments, Check-in payments, Cleaning Fees requirement |
| Source | Platform, Provider platform payment. On a platform booking, the info icon shows the Estimated platform commission, an estimate from Integrations that is not recorded in Cash-Flows. |
| Classification | Booking Categories, Lease Purpose, Bills included |
Method of payments
- Virtual IBAN: copy it, download proof of it (Download proof), or swap it with another booking of the same tenant (Switch IBAN, which needs Finance → Approve Payments).
- Tenant Portal: copy the tenant's portal link. Impersonate Tenant opens the portal as the tenant sees it (see Tenant Portal).
- Exclude this booking from penalty fees: the automatic late-payment fee skips this booking.
Change dates, rent, unit or tenant
Editing needs Bookings → Edit Items. On Airbnb and Booking.com bookings synced through Channel Manager these changes are locked; make them on the platform (see Channel-manager bookings).
Change a date
- On Contract Info, click the pencil on Booking information.
- Click Move in, Move out, Start date or End date. The matching window opens: Change move-in date, Change move-out date, Change contract start date or Change contract end date.
- Pick the new date, then set the options:
- Update Payment Plan (move-in and move-out) recalculates the payment schedule. For a move-out change, turn on Rent value equal to current booking info to keep the current rent, or leave it off and set a Monthly rent that is Fixed or Varies.
- Use check in date as contract start date / Use check out date as contract end date (contract dates) make the contract dates follow the check-in and check-out dates, Without impact in the payments plan.
- Regenerate contract (bookings with a contract): New period only creates a separate contract for just the added period; Whole stay rebuilds one contract for the entire stay; Addendum shows the previous and the new terms side by side, when the contract is signed and Offer the addendum when dates change is on in Contract. With any of the three, the tenant has to sign again.
- Save.
If the booking came from an integration platform, the window says Update required on that platform: make the same change there, or the platform may overwrite yours.
When a tenant leaves early, change Move out with Update Payment Plan on. Change End date only when you need to move the contract end itself. Check the Payment Plan tab afterwards.
Change the monthly rent
- In edit mode, click the rent. Change monthly rent opens.
- Answer Is the monthly rent fixed?: Yes with one Monthly rent, or No, it varies with a Rent per month.
- Click Save.
A month that is already invoiced keeps its value: its rent never drops below the invoiced amount.
Change the unit
Change unit moves the booking to another unit before check-in.
- In Property & Unit, click the Change unit pencil.
- Pick the New unit. The window lists what the move will do.
- Click Move booking.
VIVIN then creates new door codes for the unit, re-sends the check-in and onboarding emails, refreshes scheduled reminders and moves the calendar block to the new unit. The contract and payment plan stay as they are, and a signed contract still names the original unit.
From the check-in day on, Change unit is greyed out. To move a tenant who has already checked in, set the current booking's Move out to the moving day (Change a date), add a booking on the new unit, then on the old booking's Deposit tab click Mark refunded and either return the deposit or click Transfer to credit it to the new booking.
Change the tenant
Change tenant moves the booking to another tenant who already exists in your account.
- In Tenant details, click Change tenant.
- Search the New tenant by name, email or NIF.
- Click Reassign booking.
VIVIN rebuilds the unsigned contract for the new tenant. The payments, invoices and deposit already recorded stay on the booking; nothing is moved or re-invoiced.
When the pencil is greyed out
Hover it to see why. The reasons are:
| Action | Not available when |
|---|---|
| Change unit | The booking is cancelled, not yet confirmed, or already checked in; or it came from Airbnb or Booking.com through Channel Manager ("Change the unit on the platform instead"). |
| Change tenant | The booking is cancelled, already checked in or has a signed contract. It is also refused if any payment on the booking is already invoiced, and it is hidden on Airbnb and Booking.com bookings from Channel Manager. |
| A date | The contract cycle does not allow it: monthly contracts start on day 1 and end on the last day of a month; fortnightly ones start on the 1st or 16th and end on the 15th or the last day. |
Check-in / Check-out tab
This tab appears when Check-in / Check-out is switched on in Global Settings and you have Operations → Module. It shows the four phases set up in Check-in / out, each with its state, its dates, Show the rules and its steps. Team only steps are for your team, files the tenant sent appear under Sent by the resident:, and an inventory step has Open report.
| Element | Meaning |
|---|---|
| Pending / Done / Not applicable | The state of each step. Show text reveals what the tenant was shown. |
| Mark done | Completes a step on the tenant's behalf, with an optional note. Reopen undoes it. |
| Record arrival / Record departure | Logs when the tenant moved in and out ("Arrived … · by …"). Undo arrival and Undo departure reverse them. |
| Record anyway | Only required Before check-in (or Before check-out) steps hold the recording back: if any are still open, confirm with a note, shown as the Arrival note: or Departure note:. |
| In house | Shown on the booking while the arrival is recorded and the departure is not. List these bookings with the Currently in house filter. |
Recording is controlled by Record the arrival and Record the departure in Check-in / out.
Comments tab
Comments are for your team only; tenants never see them.
- Type a note and send it. Type
@FirstnameLastnameto notify a teammate. - Edit changes a note you wrote; it then shows "edited".
- Delete removes a note and needs Bookings → Delete Others.
Communication tab
Communication shows your conversations with the tenant. Its content needs the tenant ChatBot, which VIVIN switches on for your account (see ChatBot); until then the tab reads Unlock your communication history. Use Refresh to load new messages.
| Channel | What you see and do |
|---|---|
| The thread with the tenant, including the bot's replies with their Reasoning and a How did the bot handle this? rating. A Labels bar tags the conversation (Add label); Pause bot stops the bot on this conversation once VIVIN has set it up for your account. Replying needs the WhatsApp number VIVIN sets up; until then the tab reads WhatsApp replies aren't available yet. VIVIN asks you to confirm each message (Send this WhatsApp message?), and sent messages cannot be unsent. | |
| Emails sent to and from the tenant. Each email you sent shows a System pill (an automatic email, such as a communication rule, the onboarding or check-in email, or an assistant reply) or a Manual pill (written by a teammate), with the rule or email that sent it when VIVIN knows it. | |
| Airbnb / Booking.com | The guest chat of a channel-manager booking. It works without the tenant ChatBot, but VIVIN has to enable it for your account. To work through every such conversation in one list, use Inbox. |
| Summary | Generate summary writes a short AI report of the WhatsApp messages and emails: overview, key topics and pending items. Choose the AI model (Sonnet, or Opus at about twice the cost) and see an estimate first. The report is internal, nothing is sent to the tenant, and a new summary replaces the previous one. |
Tickets tab
This tab appears with Operations → Module, which needs Operations in your plan. It lists the maintenance tickets linked to the booking:
| Column | Meaning |
|---|---|
| Ticket | The ticket number. |
| Title, Status, Category, Created | As in Operations. |
| Source | Who opened it: Tenant, Tenant portal, Chatbot, Team, Check-in / Check-out, Recurring or Service. |
Add ticket opens a new ticket with the property, unit and booking filled in; it needs Create → Tickets. Open Operations — Tickets takes you to the full list. See Operations.
Files tab
| Element | Meaning |
|---|---|
| Upload or drag files in | Adds files to the booking. Needs Bookings → Add Charges. |
| Current / Old / Addendum | Contract file tags: the latest contract, one replaced by a newer contract, or a signed addendum. |
| Preview, Download | Work on every file. |
| Delete | Needs Bookings → Delete Files. |
| Hostkit invoices | If you invoice through Hostkit, the booking's invoices appear here for download. |
| Required documents missing: … | While the contract is unsigned, an amber line lists the required documents the tenant has not uploaded yet. |
Each file the tenant uploaded for a required document shows that document's name. Files your team uploads here do not clear those names; only the tenant's portal uploads do.
Troubleshooting
| Problem | Cause | Fix |
|---|---|---|
| The Booking information pencil does nothing | Your role lacks Bookings → Edit Items. | Ask an admin to grant it. |
| A new date is refused as invalid | The contract cycle allows only certain start and end days. | Pick day 1 (or the 16th for fortnightly) for a start, and the last day (or the 15th) for an end. |
| The tenant did not receive new door codes after a move | The new unit's Nuki lock is not set up. | Check the unit's Unit Door Access, then Resend Nuki Access and the check-in email. |
| The Check-in / Check-out tab is missing | The process is off, or your role lacks Operations → Module. | Turn on Enable check-in / check-out process in Optional modules, or ask for the permission. |
| A required document still shows as missing | Your team uploaded it, not the tenant. | Ask the tenant to upload it in the portal. |
Related
- Bookings: the list, Timeline, adding, cancelling and deleting bookings.
- Payments and deposit: the money tabs of the drawer.
- Managing a check-in: the move-in routine.
- Managing a check-out: the move-out routine.
- Tenant Portal: what the tenant sees.