Help & FAQ

Follow this order to get InnTrax fully operational before inviting staff or sharing your booking link:

1. Settings → Property Information — name, address, contact email, website
2. Settings → Email Integration — connect Resend so all automated emails work
3. Settings → Notifications — set the staff email that receives new inquiries
4. Units — create your room types and individual rooms
5. Settings → Booking URL — set a public slug so guests can find your booking page
6. Settings → Taxes & Fees — set your combined lodging tax rate
7. Settings → Guest Message Templates — customize your confirmation and reminder emails
8. Users — invite your staff and assign roles
9. Housekeeping → Inventory — add items, set par levels, print QR codes
10. Inventory → Count Schedule — set a property default count frequency

InnTrax uses Resend for email delivery — free up to 3,000 emails/month, which covers most small properties.

1. Create a free Resend account at resend.com
2. Add and verify your domain (or use Resend's shared domain while testing)
3. Generate an API key from the Resend dashboard
4. Paste it into Settings → Email Integration → Resend API Key
5. Set your From Address (e.g. noreply@yourproperty.com) and From Name

Property type (Retreat Center, Hotel, B&B, Landlord) changes the terminology and some features shown in your dashboard. Retreat Center mode uses group and retreat-focused language throughout. Landlord mode surfaces rent tracking features instead of nightly pricing. You can change it in Settings at any time without losing any data.

If your inventory data before a certain date is unreliable — because you just migrated from another system, had a case-size counting error, or restructured your storage — set a Stats Valid From date in Settings → Inventory Statistics. InnTrax ignores all counts and transactions before that date when computing consumption rates and forecasts. It does not delete any historical data; clearing the date restores full history instantly.

Every booking moves through these statuses. You advance it manually by opening the booking and clicking the Status button at the top.

Open the booking, go to the Rooms tab, and click Assign Room. You can assign individual units or an entire unit type. Conflicts (overlapping dates on the same unit) are detected automatically — an already-booked room appears greyed out with the conflicting booking number shown.

Yes. Click New Booking in the Bookings sidebar. You can create a booking at any status, assign rooms immediately, and fill in contact details yourself. This is standard for phone and email bookings that bypass the public portal.

Open the booking → Invoices tab → New Invoice. Add line items (nightly rate, meals, deposits, fees), set a due date, and click Send. The invoice is emailed to the guest's contact address and appears in your Outstanding Balance dashboard widget. You can have multiple invoices per booking — useful for deposits vs. final balances.

Open the booking → Invoices tab → click the invoice → Record Payment. Choose the method (cash, check, card, bank transfer) and enter the amount. Partial payments are tracked individually so you can see exactly what's still outstanding at a glance.

Booking numbers follow the pattern BK-YYMM-XXXX where YYMM is the year and month of creation and XXXX is a random 4-digit number. They're unique per property and included in all guest emails. When a guest emails you with a question, ask for this number to pull up their booking instantly.

The room is freed for future bookings on the same dates. Marking a booking Completed is required before you can assign that room to a new booking with overlapping dates — this is how same-day turnovers work. Mark the departing booking Completed, then assign the room to the arriving booking.

Each property has a public booking page at inntrax.com/book/[your-slug]. Guests choose their dates, browse available room types with pricing and descriptions, select a room, fill in their details, and submit. No account is required. You receive a staff notification email instantly, and the guest receives an auto-response with their reference number.

Go to Settings → the Booking URL section at the top → Edit Slug. Choose something short and easy to share, like cedar-ridge or afc. The slug is case-insensitive. Put it on your website, email signature, and any printed materials.

They see your property name and branding, a date picker, available room types with photos, descriptions, amenities, and per-night pricing. After selecting a room, they see a full pricing breakdown including tax before entering their details. Sold-out room types show a Join Waitlist button instead. The page works on any device — no app needed.

Yes. The booking page shows two options: Book as a family (sign in via email magic link) or Continue as guest. Families who sign in have their booking automatically linked to their family record in the Family CRM. Guest bookings can be linked manually later from inside the booking detail page.

Each room card shows the per-night rate and an estimated total for the selected dates (including tax). On the details step, guests see a full breakdown: subtotal, tax line with percentage, any discount applied, and the grand total. Nothing is hidden.

Guests enter a discount code during step 3 (details) before submitting. The code is validated instantly and the savings are shown in the pricing breakdown. Codes can be percentage-based (e.g. 10% off) or fixed-amount (e.g. $50 off). Create and manage codes in Settings → Discount Codes.

Two things happen simultaneously: the guest receives an auto-response email with their reference number and booking summary, and you receive a staff notification with all their details and a direct link to view the booking in InnTrax. The booking appears in your dashboard at Inquiry status, ready for you to review, quote, and confirm.

No problem — guests can still submit reservation requests through the booking portal. After submitting, they see a message explaining that your team will follow up about payment. You'll receive the inquiry just the same. Online payment collection through Square or Stripe can be added later in Settings → Payment Integration.

When a room type is fully booked for a guest's requested dates, they see a Join Waitlist button instead of Book. The form collects their name, email, phone, preferred dates, party size, and whether they're flexible on dates or room type. Their request lands in your Waitlist dashboard and you receive a staff notification.

Go to Users, open any staff member's profile, and enable the Waitlist submissions notification toggle. Multiple staff members can be subscribed — all of them receive an email when a new request comes in.

In the Waitlist dashboard, use the Actions dropdown on each entry to mark it Contacted, Booked, or Dismissed. Completed entries are removed from the active queue. Filter by status to see your full backlog without the resolved ones cluttering the view.

Yes — in the Waitlist dashboard, click Add Internal Entry. Use this for people who called or emailed directly rather than using the online form. Fill in the same fields and it behaves identically to a guest-submitted entry.

The coordinator portal gives an outside group organizer — a ministry leader, event planner, or group contact who isn't a staff member — a private link to fill in their group roster without creating an InnTrax account. They can add names, room assignments, dietary needs, and emergency contacts directly, saving your team the data entry.

Open any booking → find the Coordinator Portal section → copy the unique link → send it by email or text. The link is tied to that specific booking and expires after the check-out date. Each booking generates its own link — you can send it to a different person per retreat.

Coordinators can view the group's booking summary (dates, assigned rooms, group size) and add or edit their roster. They cannot see pricing, invoices, payment records, staff notes, or any other bookings at your property. The link grants access to exactly one booking.

When email is configured, InnTrax sends these automated messages:

• Inquiry received — instantly when a guest submits the public inquiry form, with their reference number and booking summary
• Booking confirmation — when a booking is moved to Confirmed status
• Check-in reminder — sent N days before check-in (configurable per template)
• Checkout reminder — sent N days before checkout (configurable)
• Post-stay thank you — sent N days after checkout (configurable)
• Waitlist confirmation — when a guest joins the waitlist online

Staff also receive notifications: new inquiry alerts and waitlist submissions go to whoever has those toggles enabled in Users.

Go to Settings → Guest Message Templates. Each template has an editable subject line and body. Use these variables anywhere in the content and they'll be replaced with real values when sent:

Work through this checklist in order:

1. Check Settings → Email Integration — is a Resend API key saved? (The field shows "✓ Already set" if configured.)
2. Check that the specific template is enabled — open the template in Settings and confirm the toggle is on
3. Check the booking has a contact email address — open the booking and verify
4. Open the booking → Messages tab — does it show a failed send attempt with an error?
5. Log into your Resend dashboard and confirm your domain is verified and not suspended

Yes. Open any booking → Messages tab → Send Message. Pick an existing template to pre-fill the content, or write a completely custom message. All sends are logged with a timestamp so you have a record of every communication.

The email goes to the address set in Settings → Notifications → Staff Notification Email. This is a single address — if you want multiple people notified, use a shared inbox or distribution list. Waitlist notifications are separate and go to individual users who have that toggle enabled in Users.

Every inventory item has a unique URL at inntrax.com/inventory/log/[token]. Print that as a QR code and attach it to the shelf, cabinet, or storage bin. Anyone with a phone — no app, no login — can scan it and log what they took, restocked, or flagged as damaged. Transactions post instantly and update current stock totals in the dashboard.

Go to Housekeeping → Inventory, open any item, and find the QR Code section. Copy the URL, display the QR on screen, or print directly. For items stored in bathrooms or other damp locations, print on weatherproof label stock — standard paper labels don't survive moisture well.

Stock = opening balance + all restock transactions − all take transactions. Every QR scan updates this running total in real time. When current stock hits or drops below the par level you set, the item gets a Low Stock / MOVE badge in the inventory list and the low-stock alert banner.

Par level is the minimum quantity you want on hand before reordering. Set it based on your restock frequency — if you order weekly and go through 20 rolls of toilet paper per week, a par of 25–30 gives a buffer. Set par levels per-item when editing the item in the Inventory admin. Items below par get flagged automatically.

Based on your physical count history and occupancy, InnTrax calculates how fast each item is actually consumed and projects usage over the next 30, 60, or 90 days. This lets you order the right amount before a busy retreat without overstocking. Forecasts improve in accuracy as you build up more count history.

No — active items within a property must have unique names (case-insensitive). If you try to create a duplicate, you'll get an error. If you already have duplicates from before this rule was enforced, use the 🔀 Merge Duplicates tab in the Inventory admin to clean them up — all transaction and count history is preserved.

Go to Housekeeping → Inventory → 🔀 Merge Duplicates tab. Click Refresh to scan for active items that share a name. For each duplicate group, select which item is the canonical one (the "keeper") using the radio buttons, then click Merge →. InnTrax re-points all transactions, sums stock quantities at shared locations, patches count history, and deactivates the duplicates. No data is deleted.

This is by design. When you select a location from the dropdown, the stock quantity shown and the status badge (Good/Move/Low) reflect only what's at that specific location — not the property-wide total. Expanding an item in filtered view shows only the rows for that location. Switch the filter back to All Departments to see the full picture.

If someone logged "1 case" when they meant "12 individual units", the spike will distort your consumption rate history. You have two options: (1) go to Inventory → Count Schedule → Count History, find the offending count, and click ✏️ Edit to correct it — this unwinds the bad transactions and re-reconciles with the right numbers; or (2) set a Stats Valid From date in Settings to exclude all data before the correction from rate calculations.

A physical count is when you walk through a location and record exactly how many of each item are actually on hand. InnTrax compares what you count against what the system expects, logs the difference as consumption, and updates stock levels to match reality. Regular counts keep your data accurate and make forecasts reliable.

Two ways: (1) click the 🔢 Count Now button in the toolbar on the Inventory page — it opens a location picker so you can count any location on demand; or (2) when a scheduled count is due, a banner appears at the top of Inventory showing which locations need counting — click Count now → on any of them.

Each item at that location is listed with its current system quantity pre-filled. Walk the location, enter what you actually see for each item. Items you've changed are highlighted in green so you don't lose track. When finished, click Submit count. InnTrax does the math — if you counted less than expected, it logs the difference as consumption.

• Entering 0 records the item as completely used up
• Pressing ✕ on an item removes it from that location without logging usage (use for items that were moved or don't belong there)
• The + Add an item dropdown lets you add items you found that weren't previously tracked at this location

Yes. If you get interrupted mid-count, click 💾 Save and continue later at the bottom of the panel. Your in-progress quantities are saved as a draft without affecting stock levels or writing any transactions. When you open that location's count panel again, your draft is automatically restored and prefilled.

InnTrax detects stale drafts and shows an orange warning: "It's been a while since you started this count!" with the age of the draft. You can choose to Resume anyway (loads your old numbers) or Start over (discards the draft and pre-fills from current system quantities). Starting over is the safer choice if things may have moved around since you started.

Yes — go to Inventory → Count Schedule → Count History, pick the location from the dropdown, find the count in the list, and click ✏️ Edit. The panel opens prefilled with the original quantities (labeled "Editing" in amber). Change what was wrong, then click Save corrections.

Behind the scenes, InnTrax deletes the reconciliation transactions from the original submission, rewinds stock to the post-count state, and re-reconciles with your corrected numbers. The count row is updated with the new quantities plus an "Edited by [name] at [time]" audit note.

Yes. Open any count via ✏️ Edit in Count History, then scroll to the bottom of the panel and click 🗑 Delete this count. A confirmation dialog explains what will happen: reconciliation transactions are deleted, stock is rewound to pre-count levels, and the count row is removed. This is useful for duplicate counts or counts that were submitted by mistake.

That's the quantity InnTrax currently has on record for that item at that location — what it expects you to find. As you enter your actual count, items where your number differs from the system quantity are highlighted so you can see at a glance where the discrepancies are. When you submit, the system quantity updates to match what you counted.

A count schedule tells InnTrax how often each location should be physically counted. When a location is due (or overdue), a banner appears at the top of the Inventory page prompting staff to count it. Schedules eliminate the need to remember — InnTrax keeps track and surfaces what needs attention.

The property default is a fallback frequency that applies to every location that doesn't have its own location-specific schedule. Set it in Inventory → Count Schedule → Property Default. For example, setting the default to "Weekly on Mon/Fri" means every location gets prompted twice a week unless you've configured something different for that specific location.

In Inventory → Count Schedule → Location Override, pick a location, choose a frequency, and optionally pick which days of the week (for weekly or biweekly). This overrides the property default for that location only — all other locations are unaffected.

The End repeat on date field lets a location-specific schedule automatically expire on a given date. When that date passes, the location silently falls back to the property default — no manual intervention needed.

The typical workflow at the start of a busy season: set the property default to your normal quiet-season frequency (e.g. weekly). Then for each high-traffic location, create a location override with a higher frequency (e.g. daily or every other day) and set the End repeat on date to when the season ends. When that date passes, everything reverts to your normal schedule automatically.

The location-specific override is treated as expired and ignored. The location falls back to the property default — if one is set, it continues to get count prompts on the default schedule. The expired schedule stays in your active overrides list with a "reverted to default" note so you can see what happened. You can edit it to set a new end date for the next season.

The Inventory page shows a collapsible banner at the top when any locations are due. Click the banner to expand it and see each location with how long ago it was last counted and a Count now → button. Overdue locations appear in red; due locations in amber. The banner is collapsed by default to save screen space on mobile.

Yes — go to Inventory → Count Schedule and scroll down to the Count History section. Select any location from the dropdown to see its last several counts with timestamps, who submitted them, and whether they've been edited. From here you can edit or delete any count.

Three ways: (1) automatically when a guest submits a self-checkout form — creates a high-priority clean for their room; (2) manually by any staff member or admin; (3) automatically on a recurring schedule if you configure repeating tasks. Each task has a room, priority, assignee, due date, and optional checklist.

When a booking is active, you can send personalized checkout links to rostered guests. Go to the booking → Roster tab → Send Checkout Links. The guest taps their link, confirms their room is cleared, and submits. This instantly creates a High priority housekeeping task for that room in your queue.

Yes. When creating or editing a housekeeping task, add checklist items (e.g. "Change bedding", "Sanitize bathroom", "Vacuum floors"). Staff check items off on their phone as they work. Task status automatically advances to Completed when every checklist item is checked.

The Dashboard shows today's departures and open high-priority housekeeping tasks. The Housekeeping section shows all open tasks filterable by room, priority, assignee, and status. The Night Audit includes expected departures so you can prep rooms before the next group arrives.

InnTrax can send a daily email reminder to designated staff when locations are due for counting. Configure this in Housekeeping → Inventory → Reminders. Reminders stop automatically on days when all due locations have already been counted.

Go to Housekeeping → Lost & Found → Log Found Item. Add a title, description, where it was found, and optionally attach a photo. The item appears in the log immediately with a timestamp and status of Found.

Open the item in the Lost & Found log → click Mark as Returned. Note who it was returned to and the return date. Returned items move to the archive but remain searchable — useful if there's a later dispute about whether something was returned.

Not via a self-serve form at this time — guests contact you directly and you log the inquiry manually. When a guest reaches out about a missing item, log it in Lost & Found so you can track the follow-up and match it against found items.

Each property has a public maintenance submission URL in Settings → Maintenance. Anyone — staff, guests, or volunteers — can scan the QR code or visit the URL and submit a report: location, description, and optional photo. No login required. Submissions drop directly into your Maintenance queue.

Open any maintenance request and set its Priority (Low, Medium, High, Critical). Critical items appear highlighted at the top of the queue. Assign requests to staff members and move them through Open → In Progress → Resolved. Staff receive email notifications when a request is assigned to them.

Yes — submitters can attach a photo on the public form, and staff can attach additional photos when updating a ticket. A common practice is to photo the issue on submission and photo the completed fix on resolution, giving you a before-and-after record for each ticket.

Organizations tracks the groups, churches, ministries, schools, and businesses that book with you. Each record has a name, type, contacts, notes, tags, and full booking history. When a new inquiry comes in with an organization name, InnTrax automatically creates or matches the organization record — no manual entry required.

The CRM pipeline is a Kanban board for relationship stages — useful for multi-year retreat relationships, follow-up sequences, or donor cultivation. Cards represent organizations or contacts and move through custom pipeline stages you define. Staff can subscribe to cards and receive notifications when notes or updates are added.

Each organization can have multiple contacts. One is designated the Primary Contact — that's who receives booking-related emails by default. Add secondary contacts for other roles (e.g. finance contact, group leader) — they're visible on the organization record but don't receive automated messages unless explicitly added to a booking.

The Family CRM tracks individual families and their members across multiple bookings and years. Each family gets a unique code like ITFM-A3K9X2 and each member gets a sub-code (ITFM-A3K9X2-01). Track contact info, birthdays, dietary needs, emergency contacts, donation history, and full booking history in one place.

Yes. From a family's detail page, click Invite to portal next to any member. They receive an email to set up their account. Once logged in, they can view (but not edit) their record and booking history. This is useful for families who want to verify their information ahead of a retreat.

Create a new family record for them. When adding them as a member of their new family, set the affiliation type to Origin family and link their original family. This creates a family tree relationship without removing them from the original record — their history and member codes are fully preserved.

When creating or editing a booking, link it to a family record. Guests can also link their own booking by signing in as a family on the public booking page. All linked bookings appear on the family's detail page — useful for tracking retreat attendance patterns over years.

Schedules run Saturday through Friday. Pay periods are biweekly, anchored to May 2, 2026. This matches the conventions used by many retreat centers and ministry organizations with non-standard pay cycles.

In the scheduling view, click Copy Week, choose your target week, and confirm. All shifts copy with the same staff assignments. Use drag-and-drop to move or reassign individual shifts after copying — you don't need to rebuild from scratch each week.

A 30-minute lunch deduction is automatically applied to any shift of 6 hours or longer. The deduction shows on the shift detail view. You can override it per-shift (for example, an emergency call shift where no break was taken) by marking the shift "no lunch."

Yes. Staff with the Scheduling permission can view the full schedule. A personal "my shifts" view showing only the logged-in user's shifts is planned for a future update.

Go to Users → Invite User. Enter their email and choose their role. They receive an invitation email with a link to create their account. Once they accept, they have access to the features their role allows. You can adjust their permissions at any time.

Individual notification preferences (inquiry alerts, waitlist alerts, etc.) can be toggled per-user regardless of role.

Go to Users, open their profile, and click Deactivate. This revokes dashboard access immediately. All their historical activity (tasks completed, notes written, counts submitted) is preserved — deactivation doesn't erase history.

Each user can be toggled individually for: new inquiry submitted, new waitlist entry, maintenance request submitted, and low-stock inventory alerts. Configure these per user in their profile under Users. Multiple staff members can receive the same notification type.

Invoices are created per booking with any number of line items — nightly rate, meals, deposits, facility fees, etc. Set a due date and send directly to the guest's contact email. Record payments as they arrive — partial payments are tracked individually. The Outstanding Balance dashboard widget shows all unpaid sent invoices in one view so nothing slips through.

Online payment collection through Square or Stripe can be configured in Settings → Payment Integration. Once connected, guests completing a booking through the public portal can pay by card at checkout. Manual payment recording (check, cash, bank transfer) is always available regardless of online payment status.

Create codes in Settings → Discount Codes — either percentage-based (e.g. 10% off) or fixed-amount (e.g. $50 off). Guests enter codes on the public booking page during checkout and the discount is shown in the price breakdown before they submit. You can also manually apply a discount as a negative line item on any invoice for bookings that came in by phone or email.

Each tenant/unit has a monthly rent amount set. InnTrax tracks whether rent was paid each month and can send automated reminder emails before the due date. All payment recording is manual — you log when rent arrives and by what method. Overdue rent appears flagged in the landlord dashboard view.

All plans include: bookings, calendar, units, organizations/CRM, contacts, night audit, reminders, tasks, waitlist, family CRM, and the public booking portal. Tiers differ only by unit count:

• Starter — up to 15 units, $49/mo
• Growth — 16–50 units, $99/mo
• Scale — 51–200 units, $199/mo
• Enterprise — 200+ units, contact us

• Scheduling — $29/mo
• CRM Pipeline — $19/mo
• Vendors — $19/mo
• Maintenance — $19/mo
• Housekeeping + Inventory — $19/mo
• All five modules — $69/mo (bundle, save $36/mo)

Go to Plans & Modules in the sidebar. Upgrade your tier, add individual modules, or switch to the bundle. Billing is through Stripe — your card is charged at the start of each billing period and you receive a receipt by email.

Yes — all accounts start with a 14-day free trial, no credit card required. The trial includes all features and modules so you can test everything before committing. At the end of the trial, subscribe to any plan to continue — your data carries over.

Go to Settings → Plans & Modules → Manage Billing. This opens the Stripe customer portal where you can cancel, update your payment method, or download past invoices. Cancellation takes effect at the end of your current billing period — you're not charged again after that.

Your data is retained for 90 days after cancellation. Use Settings → Export Your Data to download everything during that window. After 90 days, data is permanently deleted and cannot be recovered.

Go to Settings → Export Your Data → Download all data. This generates a full export including bookings, contacts, organizations, invoices, staff records, housekeeping history, inventory transactions, and count history. The file downloads as structured text you can open in any spreadsheet tool.

There's no self-serve import tool currently. If you're migrating from another PMS with a large existing dataset, email support@inntrax.com — we handle bulk imports on a case-by-case basis.

Yes. InnTrax runs on Supabase with daily automated backups and point-in-time recovery for the last 7 days. For extra peace of mind, export your data regularly to keep your own copy on hand.

1. Open the booking → Messages tab — does it show a send attempt? Did it succeed or fail?
2. If it failed, go to Settings → Email Integration — is a Resend API key saved?
3. If it succeeded, ask the guest to check spam/junk. Have them search for "InnTrax" or your property name.
4. Confirm the booking has a contact email — open the booking and verify the email field is filled in.
5. Log into Resend and check your domain status — a suspended or unverified domain blocks all sends silently.
6. If all else fails, send a manual email from the Messages tab with the booking details.

1. Confirm the URL starts with https://inntrax.com/inventory/log/ — not a test URL or old domain.
2. Check the item is still active (not archived) in Housekeeping → Inventory.
3. Try the URL in an incognito browser window to rule out a cached session issue.
4. If you regenerated the item's token recently, old printed QR codes are stale — reprint from the item's QR Code section.

Conflicts include the check-in day itself. If Booking A checks out July 10 and Booking B checks in July 10, that's detected as a conflict. To allow same-day turnovers, mark the departing booking as Completed first — this frees the room — then assign it to the arriving booking.

The banner checks schedule frequency against the timestamp of the most recent submitted count (not draft). If you saved a draft but didn't submit it, the location is still considered uncounted. Open the count panel, verify your quantities, and click Submit count to clear the due status.

Forecasts require at least two submitted physical counts for the same location with overlapping items counted both times. One count gives a snapshot; two counts give an interval InnTrax can compute a consumption rate from. Submit a second count for your locations and the forecast will populate. Also check that your Stats Valid From date isn't cutting off your history.

The edit flow rewinds stock to the post-original-count level and then re-reconciles with your corrected numbers. If the resulting stock level still looks wrong, check whether there were transactions between the original count and the edit (restocks, QR scans) — those are not unwound, only the count's own reconciliation transactions are replaced. If stock is significantly off, submitting a fresh count for that location is the most reliable way to resync to reality.

Count submission processes all items in parallel to avoid timeouts, but very large locations (30+ items) on a slow connection can take a few seconds. Wait for the success confirmation before navigating away. If you get an error, the count was not saved — try again. If it happens repeatedly, email support@inntrax.com with the location name and approximate number of items.

1. Try resetting your password via the login page → Forgot password.
2. Make sure you're using the email address your account was created with — not an alias or alternate.
3. Clear your browser cache or try an incognito window.
4. If your account was deactivated by an admin, ask them to re-enable it in Users.
5. Still stuck? Email support@inntrax.com with your property name and email address.

Email support@inntrax.com with: (1) what you were trying to do, (2) what you expected to happen, (3) what actually happened, and (4) a screenshot if possible. The more specific, the faster we can reproduce and fix it. We respond within a few hours on business days — and because you're talking to the people who built this, there's no ticket queue.