Transfer your customers, companies, and reservations to Commander from a different PMS.

Note: Reservations are connected to customers. While you can import a customer without reservation details, you can't import a reservation without customer details.

Before you import

  • It's important that you choose your go-live date (the date you'll start using Commander for your daily operations) and stick to it—if you change this date after you import future reservations, you'll get errors on go-live day.
  • If you use Booking.com, D-Edge, SiteMinder, or SynXis, you might want to consider downloading future reservations with a direct integration to save time.

Step 1: Download the template

  1. Go to Main menu > Settings > Property.
  2. Click the Import customers icon (in the top right corner).
  3. Click the Download empty template icon (in the top right corner). Note: Make sure you download the empty template right before you import your reservations—if you don't, you could download an outdated template and face import errors.

Step 2: Fill in the template

Visual learner? Check out our Mews University course to learn how to fill in a template.

  1. Open the Excel spreadsheet.
  2. Fill in the template with the details from your future reservations (reservations which arrive on or after your go-live date).
    Don't delete or modify the cells, pages, columns, or rows in the template—changes will cause errors later. Columns marked with an asterisk(*) are required.

Tip: For your first import, start with a small batch of customers, companies, and reservations. Once you see that everything is working as it should, you can start importing larger batches (of up to 500 lines in the import file).

Explanation of template columns

Companies tab

  • Company Name: Enter the name of the company.
  • Company Identifier: Enter the business ID of the company.
  • Tax ID Number: Enter the tax ID of the company.
  • Telephone: Enter the company's telephone number, including the country code for international numbers.
  • Contact Person: Enter the name of your contact person at the company.
  • Contact Notes: Enter any notes you want to appear in the Contact field in the company profile.
  • Notes: Enter any comments you want to appear in the Notes field in the company profile.
  • Address Line: 1 Enter the company's first address line.
  • Address Line 2: Enter the company's second address line.
  • City: Enter the city of the company's address.
  • Postal Code: Enter the postal code of the company's address.
  • Country Code: Enter the company's address country code using the two-letter identifier (for example: GB, FR, DE, CZ).
  • Accounting Code: Enter the company's accounting code.

Customers tab

  • Email: Enter the customer's email address—this is their unique identifier.
  • Last Name*: Enter the customer's last name.
    Note: This is a required field--if you leave it blank, the whole line will be excluded from the import.
  • First Name: Enter the customer's first name and middle name, if applicable.
  • Title: Enter the customer's title (supported values are Mister, Misses, Miss).
  • Nationality Code: Enter the two-letter identifier of customer's country of origin (for example: GB, FR, DE, CZ).
  • Birth Date: Enter the customer's date of birth in the required format (DD.MM.YYYY).
  • Passport Number: Enter the customer's passport number.
  • Passport Expiry Date: Enter the last date of passport validity.
  • Telephone: Enter the customer's telephone number, including the country code for international numbers.
  • Visa Number: Enter the customer's travel visa number (if they're from a country that requires a visa).
  • Car Registration Number: Enter the customer's car registration number.
  • Address Line 1: Enter the customer's first address line.
  • Address Line 2: Enter the customer's second address line.
  • City: Enter the customer's city.
  • Postal Code: Enter the customer's postal code.
  • Country Code: Enter the customer's address country code using the two-letter identifier (for example: GB, FR, DE, CZ).
  • Customer Classification: Enter applicable classifications (and separate each with a comma).
  • Internal Guest Notes: Enter comments that will appear in the Guest profile notes filed in the Internals tab of the customer's profile.
  • Arrival Date*: Enter the customer's date of arrival in one of the supported formats (DD/MM/YYYY, D/M/YYYY, or YYYY/MM/DD).
    Note: To import correctly, ensure that this column is formatted as text.
  • Departure Date*: Enter the customer's date of departure in one of the supported formats (DD/MM/YYYY, D/M/YYYY, or YYYY/MM/DD).
    Note: To import correctly, ensure that this column is formatted as text.
  • Guest Count: Enter the number of guests staying in the room. Guest count cannot exceed maximum occupancy of the selected room category.
    Note: Adults and children are counted together. To decide if you should add children here, consider whether city taxes or breakfast charges are different for children.
  • Confirmation Code: Enter the reservation code from your old PMS.
    Note: The confirmation code will be imported, but it can't be used to search for reservations in Commander.
  • Group Code: Enter the group reservation code in the required format (no spaces). All reservations that are part of a group should contain the same group code.
    Note: You can use the group code to search for reservations in Commander—this means that you can also use this field for confirmation numbers for single reservations if you wish to search by confirmation number.
  • Total Price: Enter the total amount that should be paid upon departure.
    Note: This column should only contain a number.
  • Currency Code*: Enter the three-letter currency code of the total price (for example: GBP, CZK, EUR).
    Note: If your property accepts multiple currencies, the pricing must be imported in your default currency.
    Allocated Room Category*: Enter the space category name assigned to the reservation in the supported format (must be an exact match to the Name or Short Name fields in Commander).
  • Allocated Room Number: Enter the room number that corresponds with the number created in Commander. You must create a line for each room (or bed, in the case of a dorm) in the reservation. For example, if a customer has a reservation for 3 rooms (or 3 beds in a dorm), there must be 3 separate lines in the template.
    Note: If you are importing a stayover reservation, this column is required.
  • Allocated Rate: Enter the room rate assigned to the reservation in the supported format (must be an exact match to the Name or Short Name fields in Commander).
    Note: To avoid double charges for your prepaid bookings, create a separate import rate and ensure that it is set to manual settlement.
  • Included Products: Enter the products included in the reservation in the supported format (must be an exact match to the Name or Short Name fields in Commander), and separate each with a comma.
    Note: Upon import, the price of the product will be deducted from the total price. For example: if the night rate is 100 EUR and breakfast is 10 EUR, the reservation will be imported as follows: 90 EUR for accommodation and 10 EUR for breakfast.
  • Partner Company: Enter the name of the company you want to assign a reservation to (must be an exact match to the company name in Commander).
    Note: If you are assigning a reservation to a company, make sure it already exists in Commander, or is part of the import template (in the Companies tab).
  • Travel Agency: Enter the name of the travel agency you want to assign the reservation to (must be an exact match to the name of company in Commander).
    Note: If you are assigning a reservation to a travel agency, make sure it already exists in Commander.
  • Business Segment: Enter the segment you want to assign the reservation to (must be an exact match to the segment name in Commander).
    Note: If you are assigning a segment, make sure it already exists in Commander.
  • Reservation Notes: Enter any comments that will appear in the notes section of the reservation.
  • Release Date: Enter the date of release for optional bookings in one of the supported formats (DD/MM/YYYY, D/M/YYYY, or YYYY/MM/DD).
    Note: To import correctly, ensure that this column is formatted as text.

Step 3: Upload the file to Commander

  1. Go to Main menu > Settings > Property.
  2. Click the Import customers icon in the top right corner.
  3. Under File, click Choose file.
  4. Select the import file on your computer.
  5. Click Import customers. You will receive an email when the import is finished.
  6. View the status of the import in the Installations Queue. If the import failed, click on it to see a detailed list of the errors. Successful imports will be marked in green with Success in the status column.

Once you've successfully uploaded the import file, you don't need to do anything else until go-live day, when you'll import your stayover reservations.

Not working?

If there's a problem with your import, check the error report to find out why. To view the report:

  1. Go to Main menu > Queues > Installations.
  2. Click on the installation code to see the errors.

Learn about resolving common import errors in our Mews University course.

Common import errors

Errors in Commander

Some errors need to be fixed directly in Commander (for example, if a product name is misspelled). To fix the error:

  1. Update the incorrect information in Commander (for example, the misspelled product name).
  2. Go to Main menu > Queues > Installations.
  3. Click on the installation code.
  4. Click the Execute icon to run the job again.
  5. Refresh the Installation queue items screen to update the status of the upload.

Errors in the template

Some errors occur because the system does not recognize the information in the template. Common template errors occur because of:

  • Incorrect format used in the Date columns.
  • An outdated import file.
  • The Company tab being removed from the template.

Once you have fixed any errors in your template, upload the corrected file to Commander.

Dates are formatted incorrectly in the template

  1. Open the import template in Excel.
  2. Select the whole column with the faulty date format (for example, Arrival date).
  3. In the toolbar, click on the Data tab.
  4. In the Data tools section, click Text to columns.
  5. Make sure the Delimited checkbox is selected, then click Next.
  6. Click Next again.
  7. Under Column data format, select Text.
  8. Click Finish.

Pending status not updating

If the status of the upload on the Installation queue items screen is in Pending status for a long time, contact our customer care team so they can investigate.

Note: Do not try to upload the file again—in case the initial upload was successful, you'll create a duplicate of your reservations. These will then need to be manually cancelled, which will negatively impact your cancellation statistics.

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