Occasionally, we may need to move a guest from their room for various reasons, including complaints about the room’s appearance, cleanliness, view, smell or for a maintenance issue (i.e., a non-functioning toilet, a shower not draining, or other technical difficulties). 


If it's in their check-in day and they still haven't checked in:

  1. Go to Mews Timeline.
  2. Check if we have any rooms available for their full stay (available rooms appear as blank spaces in the timeline).


  3. Locate the guest's room and click their name.

  4. Drag and drop the guest's name to the new room where you are going to allocate them. 
    • If you are moving the guest while housekeepers are still working, make sure to notify them about the change and ask them to clean the room.
    • If you are moving the guest and housekeepers are gone, before you change them from room, verify that the room is inspected (inspected rooms have a green dot next to the room number in the timeline).

If they have already checked-in:

  • If it's a one-night stay:
  1. Go to Mews Timeline.
  2. Check if we have any clean rooms available (available rooms appear as blank spaces in the timeline and inspected rooms have a green dot next to the room number in the timeline).
  3. Open the guest's reservation by clicking their name > click "manage".


  4. Undo the check-in by clicking the "undo" button and write the reason (i.e. "guest complained about room smell).


  5. Go back to Mews Timeline.
  6. Drag and drop the guest's name to the new room where you are going to allocate them.
  7. Go to Goki Webpage > click on "Spaces" > type in the search bar the room number where you moved the guest to > click the correct room number > click "PINs" tab > take the 4 digit PIN next to the guest's name.

  8. Inform the guest about their new room number and their new Room Key Code.

  • If it's a long stay (more than one night):
    If the guest wishes to move during the stay, then you would need to split the reservation. Please note that we can only move the guest to the same room type or upgrade them. 
  1. Go to Mews Timeline.
  2. Check if we have any clean rooms available for their remaining stay (available rooms appear as blank spaces in the timeline and inspected rooms have a green dot next to the room number in the timeline).
  3. Open the guest's reservation by clicking their name > click "manage".


  4. Click on the "Properties" tab.
  5. Under Split reservation, click to select the date that the guest begins their stay in the new space (i.e. the date of when you are changing them) > click ok.

    This creates a second reservation under the same guest name and information, that begins when the first reservation ends.

  6. Go back to Mews Timeline and locate the second reservation you just split.


  7. Drag and drop the reservation to the new room you wish to move the guest to.
  8. Check out the original reservation.
  9. Check in the new reservation.
  10. Go to Goki Webpage > click on "Spaces" > type in the search bar the room number where you moved the guest to > click the correct room number > click "PINs" tab > take the 4 digit PIN next to the guest's name.

  11. Inform the guest about their new room number and their new Room Key Code.


Important: You cannot split a reservation on the first or last day of a guest’s stay.