Summary: If your property runs a long-stay or branded-residence model, AXP tracks these stays as "occupancies" rather than bookings. This gives staff a single view of a guest/resident's history, lets service requests be linked to a specific residence. This article explains how to enable the feature, where to view a guest's residence occupancies, how to create/edit one, how to create a request linking to a residence occupancy.
Permissions Required: Brand Admin, Location Admin, Converser, and Staff roles can view, create, and edit occupancies at the locations they're assigned to.
Deletion is limited to Brand Admin and Location Admin.
What Is a Residence Occupancy?
A Residence Occupancy is AXP's record of a guest living at a property under a long-stay or branded-residence arrangement, as opposed to a short hotel stay. Each occupancy tracks details like the unit number, resident type, number of occupants, and guests' profiles.
Occupancies are only available for brands that have residences enabled.
ℹ️ Info: To have this feature enabled on your platform, your Brand Admin will need to speak with your Alliants Customer Success Manager and raise a Change Request for it to be reviewed and actioned. See Change Request Process for how to do this.
If your property is a mixed-use building — where short-stay hotel bookings and long-term residents share the same building — AXP keeps both guest types visible side by side.
How Do I Set a Property to Show Occupancies, Bookings, or Both?
⚠️Important: This step can only be actioned by a Location Admin or Brand Admin — it isn't something Front Desk or other operational roles can change themselves.
Go to Settings > Locations
Select the property you want to configure from the locations list
On the Location settings page, make sure Details is selected
Click the Location type field to open the dropdown
Choose the option that matches how the property operates:
Residences — the property only manages long-stay residents (no hotel bookings)
Residences-Mixed Use — the property manages both hotel bookings and long-stay residents, shown as separate tabs
Hotel-Urban, Hotel-Resort, or Yacht-Voyage — standard hotel booking types, with no occupancy tracking
Click Save
How Do I Create a New Occupancy?
Navigate to Bookings > Occupancies of your property location
Click Create Occupancy (the + button)
Fill in the required fields: Unit Number (e.g. A101, Building 2-305), Resident Type (Owner, Tenant, Guest, Family, or Staff), and Move-in Date
Optional: link an existing guest profile to bring in their service history
Add contact info — phone, email, and emergency contacts
Click Save
💡Note: Linking an occupancy to an existing profile auto-populates the resident's display name and shows their service history and maintenance requests, so contact details stay consistent across AXP.
Field Reference
Field | Required | Description | Format |
Unit Number | Yes | Unit identifier | Text, e.g. A101, Building 2-305 |
Resident Type | Yes | Relationship to the property | Owner / Tenant / Guest / Family / Staff |
Move-in Date | Yes | Start of the occupancy | Date picker |
Move-out Date | No | End of the occupancy | Leave empty for ongoing occupancies |
Mobile Number | No | Primary phone | Auto-formats to international format, e.g. +14155552671 |
Email Address | No | Primary email | Validated format |
External ID | No | Reference from other systems | Text field |
Next of Kin Name / Phone | No | Primary emergency contact | International format |
Emergency Contact Name / Phone | No | Secondary emergency contact | International format |
How Do I Edit, End, or Delete an Occupancy?
Edit details: Click the occupancy row, then Edit, make your changes, and Update.
Add a move-out date: Click Edit and set the Move-out Date. The status automatically changes from Current to Past once that date passes.
Delete an occupancy: Click the occupancy row, then Delete, and confirm in the dialog. This is a soft delete — an admin can recover it if needed.
Where Do I Find Occupancies in AXP?
On a guest's full profile: Open the guest profile and go to the Operations tab.
If residences are enabled for your brand, you'll see an Occupancies tab showing a filterable table of the guest's occupancies — Current, Upcoming, and Past — with columns for status, location, unit number, resident type, contact details, number of occupants, balance, and credit cards.
On the bookings page: For mixed-use locations, selecting the location shows separate Occupancies and Bookings tabs, so you can switch between short-stay guests and residents from the same screen.
In the profile sidebar: Occupancy cards shown in the sidebar are clickable and take you straight to the full Residences view.
📓 Note: You can only view full occupancy details for locations you've been granted access to. If a location is missing, check with your admin about your permissions from Settings > Users. Only admins can access Settings tab.
How Do I Search and Filter Occupancies?
Go to the Bookings tab
Go to the Occupancies tab
Use the search box at the top of the Occupancies list to search by unit number, resident name, phone, or email — including partial matches (e.g.
A1finds A101, A102, A111)Use the Filter button to narrow the list by:
Filter | Options |
Resident Type | Owner, Tenant, Guest, Family, Staff |
Occupancy status | Current (active), Upcoming (not yet moved in), or Past (moved out) |
Unit | Specific unit numbers |
How Do I Link a Service Request to a Residence?
Create or edit a service request as normal
Use the Residence Occupancy dropdown on the request form to select the resident's active occupancy
Save the request
The request preview and details view will show a linked residence block with the unit name, resident's name, and resident type. If the resident has since moved out, a moved out badge appears on the linked occupancy.
Rules to Know
Maximum 10 residents can be linked to a unit at any one time
Only one Owner is allowed per unit at a time — you can still add multiple Tenants or Guests. The Owner restriction lifts once the previous owner has a move-out date set
Phone numbers must use international format (e.g.
+14155552671). AXP auto-formats numbers like(415) 555-2671, but if a number is rejected, remove the brackets/dashes and add the country codeMove-out date must be after the move-in date, and leaving move-out empty keeps the occupancy marked as ongoing
Who Can View, Create, Edit, or Delete Occupancies?
Role | View | Create | Edit | Delete |
Brand Admin | All occupancies in the brand | Yes | Yes | Yes |
Location Admin | Occupancies at their assigned location(s) | Yes | Yes | Yes, at their location |
Converser | Occupancies at their assigned location(s) | Yes | Yes | No |
Staff | Occupancies at their assigned location(s) | Yes | Yes | No |
Contractor | Occupancies at their assigned location(s) | No | No | No |
Finance Manager | Occupancies at their assigned location(s), for house-account visibility | No | No | No |
Common Questions
Q: What's the difference between an occupancy and a booking?
A: A booking is a short hotel stay. An occupancy is a long-stay or branded-residence stay. Mixed-use properties can have both at the same location, shown in separate tabs.
Q: Why can't I see the Residences tab on a guest profile?
A: The Residences tab only appears if your brand has residences enabled and you have access to that location. If you believe you should have access, contact your admin.
Q: Can I take a payment from a resident's house account directly in AXP?
A: Not yet. You can open a resident's occupancy and drill down into their account to see their full transaction history and balance, but a Take Payment action for charging the account directly isn't available in AXP yet. This is planned but not currently live — for now, take payments through your existing process outside AXP.
Q: What happens if a resident linked to a request has moved out?
A: The request still shows the linked occupancy, but with a moved out badge so staff know the resident is no longer in the unit.
Q: Why am I getting "Unable to Create Occupancy - Unit Already Has Owner"?
A: A unit can only have one Owner at a time. Check whether the existing owner should have a move-out date set, choose a different unit number, select a different resident type (Tenant or Guest), or confirm ownership with your property manager.
Q: Why is my phone number being rejected?
A: Phone numbers need to be in international format, e.g. +14155552671. Remove brackets, dashes, and spaces (avoid formats like (415) 555-2671 or 415-555-2671) and make sure the country code is included.
Q: I'm getting a "Maximum Occupancy Limit Reached" error — what do I do?
A: A unit can have a maximum of 10 linked residents. Review the existing occupancies for that unit, add move-out dates for anyone who has left, and double-check the unit number. If you have a legitimate need for more than 10, contact your admin.
Q: My search isn't finding a resident — what should I check?
A: Double-check spelling and try a partial search (e.g. just the unit prefix or last name), clear any active filters, confirm you've selected the correct location, and try searching a different field, like phone or email instead of name.
Q: Why can't I find a guest profile to link to an occupancy?
A: The profile has to already exist in AXP and belong to the current brand. Try searching by a different field (name, email, or phone), or create the profile first if it doesn't exist yet.