Frequently Asked Questions

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Answers to common questions about using Sembark — from sales and reservations to accounting, operations and admin.

Reservation

11 articles

  1. How do I add early check-in to a hotel?

    Add Early Check-in as a special inclusion in the hotel details, specifying the hotel, the night, and the price.

  2. How do I add a hotel's full address and website link?

    Add the address and website directly in the CRM per hotel, or bulk upload them using the Google Sheets template and Upload via CSV.

  3. How do I change a meal plan description?

    In the Hotels section, open Meal Plan from the three-dots menu, create a New Meal Plan with the new name and description, and save.

  4. How do I drop a hotel booking?

    Open the trip's Service Booking section, set the hotel status to Dropped, and choose whether to replace it with another hotel.

  5. How do I drop or cancel a trip?

    Remove all hotel, transport and activity bookings, then use Drop the Trip from the three-dots menu and enter any cancellation charges.

  6. How do I drop a trip that is in the On Hold stage?

    From the On Hold stage, drop all hotels in Services Bookings, then use the Drop Trip option from the three dots in Basic Details.

  7. How do I edit a hotel voucher after it has been generated?

    Click the two circular arrows shown next to "Voucher Pending" to reopen and edit the generated voucher.

  8. The hotel booking price and installments have changed — why?

    When a booked hotel has multiple payment installments, sometimes only the first installment is added and the second is skipped, which changes the total. Re-check and add the missing installment.

  9. How can I remove duplicate hotels?

    Hotels cannot be deleted, but you can merge duplicates using the Merge Hotels option and choose a primary hotel to keep.

  10. Why isn't the refund installment showing after I dropped a booked hotel?

    If drop charges were already entered when the hotel was dropped, the refund installment option will not appear.

  11. How do I cancel a hotel refund installment that was already paid?

    A refund installment appears when the package price was lowered after the hotel was booked and paid. Revert the payments, restore the original amount, then re-apply the correct price.

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