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Undo a check-in

If you’ve marked a check-in and need to undo it (by mistake, because it was the wrong guest, because they switched rooms, etc.), you can do it within the same arrival day without asking for help:
1

Open the reservation

Find the reservation with the check-in you want to undo.
2

Reservation tab → Guests

Inside the reservation detail, go to the Reservation tab, then to the Guests section.
3

Three-dots menu on the guest count → Undo arrival

On the guest count, click the three dots icon and pick Undo arrival. The reservation goes back to “Pending arrival” status.
If the option isn’t there, it can be a user permission. Ask your administrator to enable it, or contact support.

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Undo a check-out

Undoing a check-out can’t be done from the Roomdoo app. Once a check-out is marked, the reservation moves to “Completed” and definitively frees the room. If you need to undo it (for example, because the guest stayed one more night and the departure was marked by mistake, or because the reservation needs invoicing and was closed too soon), you have to contact support.

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When undoing a check-out is needed

If they were leaving today but are now staying another night, the check-out needs to be reverted and the dates adjusted (or a continuation created). Contact support with the booking reference.
To issue the definitive invoice normally, it helps to have the reservation in “In-house” or “Pending check-out” state, not “Completed”. If you already checked out, contact support to undo it, invoice, and then mark check-out again.
Happens when a guest had two rooms and check-out was marked on the wrong one. Contact support with the booking references of both rooms.

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When to contact support

  • Undoing a check-out — always, no exceptions.
  • Undoing a check-in outside the arrival day — also contact support.
  • You don’t have the undo option in the menu: it can be a permissions issue. Ask your admin or contact support.
When you contact support, include:
  • Booking reference
  • Whether it’s check-in or check-out
  • Why you need to undo (so we understand the flow and leave the folio in the right state)
Don’t create a new reservation as a workaround to “skip” the undo. Invoices and payments are linked to the original reservation — duplicating it scatters references that are hard to bring back together later.