Guest requested to change dates

Hi Storsæter Gård

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How to request a date modification for any reservation

Key takeaway: depending on the reservation, you now have the option of either changing reservation dates or requesting reservation date changes.

If you have discussed a date change with the guest and would like to initiate a date modification request,  you can do so for all reservations in the extranet and in the Pulse app.

To initiate a date modification, log into the extranet or Pulse, navigate to the reservation details page of the reservation you want to modify, and click ‘Change reservation dates’.

Depending on the reservation, you will be presented with one of the two available options:

• Change reservation dates
• Request date change

To find out how to process each type of reservation date change, please see each corresponding section below.

How it works:

1. Click ‘Change dates ’, follow the instructions, and confirm your changes. Note: If you have no availability set in your calendar for the future dates, we’ll automatically open availability to handle the date change. 
2. The guest will receive a confirmation email detailing the changes. 

Can I change the price for the new reservation dates?

Unlike date modifications that you make in-stay, you won’t be able to change the price or length of stay for pre-stay modifications. If you need to make changes to the price or length of stay for non-refundable reservations, please contact customer service. 

Will the guest policy remain the same once I change dates?

Yes, if you initiate a date change on a non-refundable booking, the policy will remain the same - non-refundable. The decision to perform any date changes on the reservation in future will remain at your discretion.

Can a guest issue a date change request?

Guests with a free cancellation booking are able to change reservation dates themselves from their Booking.com profile. In some instances, guests with a non-refundable reservation may also request a date change. If a guest sends a request, you will receive an email asking you to accept or reject the changes. You'll also see the 'pending request' in the reservation details page.

How it works: 

1. Click 'Request date change', follow the instructions, and send your request to the guest.
2. To finalise the changes, the guest must approve your request within 24 hours. In the meantime, your availability will be blocked for the new dates, pending either approval, rejection, or request expiration.
3. If the guest approves the changes, you will receive a confirmation notification and email. If they don't, or if the request expires, the reservation will remain unchanged. You can send another request afterwards if you wish.

Can I change the price for the new reservation dates?

The price for the new dates will reflect the rates you have set up in your calendar. You may not change the prices manually. 

What if the price of the new reservation dates is higher or lower than the original price?

1. If you process payments: If the new price is different from the original price, and you have already taken the payment, you will need to issue a refund to the guest for the price difference or charge them the price difference. 
2. If Booking.com processes payments on your behalf: Booking.com will handle the new transaction. Depending on the price difference, the guest will either be refunded the price difference or requested to pay the additional amount. In this latter case, if the guest doesn't make the payment within 24 hours, the date change won't be confirmed, and the reservation will remain unchanged.

Can I send a date change request while another date change request for the same reservation is still pending a response?

No. Whether the pending request was initiated by you or your guest, it needs to be rejected or approved before another request is issued. You may also wait 24 hours until existing requests expire.

Will the guest policy remain the same?

Yes, if you initiate a date change on a non-refundable reservation, the policy will remain the same, or non-refundable in this case. The decision to perform any date changes on the reservation in future will remain at your discretion.

Can a guest issue a date change request?

As is the case for changing reservation dates, when it comes to requesting date changes guests with a free cancellation booking are able to change reservation dates themselves from their Booking.com profile. In some instances, guests with a non-refundable reservation may also request a date change. If a guest sends a request, you will receive an email asking you to accept or reject the changes. You'll also see the 'pending request' in the reservation details page.