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Changing Dates instead of Cancelling Reservation

Good afternoon all,

I'm hoping someone can perhaps guide me. 

My Payment policy says strictly no cancelling within 60 days and a Prepayment of the full ammount can be asked at any time. So I contact the guest immediately after the Grace peroid (4 hours) and ask them what the most convenient payment arrangements will be for them. I think that makes me nice and considerate as I don't just randomly process their credit card when I receive it. 

But now what I'm getting is guests who will contact me to Change their Date, but they haven't paid yet nor have they responded on my correspondence. See, the guests think that changing the date means that the booking is not being Cancelled but rather Changed. According to me, a change is a cancellation because I need to contact Booking.com to change the dates and go through the effort of explaining that I'm keeping the Rates(etc) the same but the client wants a different date etc etc etc. 

And if I've accommodated their request once, they ask me again when I contact them regarding payment. It's weeks of trying to get hold of the client, a week before check in he finally responds and moves the dates. He then falls completely off the radar, NASA wouldn't even find him, until about a week before he is supposed to check into the unit again. Same story. 

It's happening more and more, and I'm obviously going to report those guests who will move their date every week. But I would still like to be nice to the guests who don't take advantage of my good gestures.

Does anyone have the same issue? 

Perhaps I should just Process the card as soon as the grace peroid is over, no questions asked?

Hope to hear from you all soon. 

5 Replies

7
Thuild - Your …

Dear Leandri,

First of all, you NEVER modify a booking by yourself. Always ask the guest to do it themselves, state just the fact that it's not possible for you to do it (even though you can by calling BDC, but still you cannot do it by yourself).

This will save you the hassle of having further issues with the guest or BDC for charging you extra commissions.

Changes to dates are not cancellations, they are modifications which are allowed by the industry.

Some sites tax users for making modifications but they never consider them to be cancellations.

And about the card, if it's in already in the cancellation timeline, process it immediately.

Hope this clarifies it all for you,

Zsolt - www.thuild.com

1 year ago
8
Leandri Klopper

Hi there!

Thanks for the adivse, I really do appreciate it.

I'll make a definite note to advise clients to go and alter their bookings on the website and keep them to whatever booking is on the file.

Funny enough, all resorts that I am connected with sees any modification to a booking as a Cancellation. But it's because our rooms are advertised on many different platforms, so if one gets booked it gets taken off of all the other platforms. So if a person changes his/her dates a week before check in then we may not be able to rent out the unit again and it will be left standing open.

It might be best, as you say, to immediately process the card if the booking falls within the cancellation timeline.

Best wishes

1 year ago
7
Thuild - Your …

Dear Leandri,

You can specify the following policy: if canceled or modified, penalty applies.

Then that would be very straight forward.

Also when someone modifies it, your Channel Manager should sort out the release of the rooms.

Cheers,
Zsolt - www.thuild.com

1 year ago
3
hector

@Zsolt agree. We never modify a BDC reservation ourselves. We have a strict policy that all BDC reservations must be modified buy the guest via BDC. It keeps everything accountable and prevents confusions.

@Zsolt how do you "specify the following policy: if canceled or modified" on the extranet. Our policy wording used to say it but then when the extranet updated it was removed. How can we get it back?

1 year ago
8
Leandri Klopper

Hi Zsolt,

Late reply, sorry about that.

Yes, I love telling people to add to the Fine Print so perhaps it's time I follow my own advise. Or you are talking making an Actual policy on the Policies part of the extranet?

Either way, I do appreciate it. This should solve a lot of issues.

Keep well!

1 year ago