Making changes to a booking made at your property

Updated 3 weeks ago | 5 min read time
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You can change a booking by yourself or a guest can request a date change. You can also change the reservation dates for both before and after check-in. For either of these situations, different terms and conditions might apply. You can check them below:


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Guests requesting changes before check-in

If a future guest messages you requesting a reservation change, you can do it if:

  • The payment was facilitated by Payments by Booking.com.
  • The property has availability on a rate level rather than a room or unit level.
  • The reservation isn’t marked as an overbooking.
  • The new check-in date isn’t in the past, unless payment was managed outside of Payments by Booking.com.
  • The length of stay and price remain the same.

Follow these steps to change a reservation date:

  1. Log in to the extranet
  2. Click on Reservations and select the reservation you want to change the dates of by clicking on the guest name or booking number
  3. Click on Change reservation dates and add the new check-in and check-out dates under Select new dates
  4. Click on Change dates to finalise

After you’ve completed the steps above, your guest will receive an email with the details of the date change request. Keep in mind that we don’t check your calendar for availability. Instead, we'll automatically open availability to enable the date change.


Requesting a change from the guests before check-in

You can send a change request to your future guest before check-in. This is possible if:

  • The payment wasn’t facilitated by Payments by Booking.com.
  • The reservation isn’t marked as an overbooking.
  • Your property has no rate-level inventory available for those dates.
  • In the case of multi-room reservations, the whole reservation is modified.
  • The new check-in date can’t be in the past.

Follow these steps to change a reservation date:

  1. Log in to the extranet.
  2. Click on Reservations and select the reservation you want to change the dates of.
  3. Under Reservation actions, click on Request date change and add the new check-in and check-out dates under Select new dates.
  4. Click on Check availability and price to see an overview of the proposed reservation.
  5. Click on Send to guest to finalise.

Your guest has to approve your request within 24 hours to finalise the date change. During this period, your availability will be blocked for the new dates, pending either approval, rejection or the expiration of the request. If the guest approves the changes, you’ll receive a confirmation notification and email. If the request is rejected or expires, the reservation will remain the same.


Changing reservations after check-in

You can change reservation details, such as the price or the length of stay after the guest has checked in. In this case, we won’t check your calendar for availability, so you can select any date in your calendar, even if the system shows that these dates are unavailable. 

A reservation can be changed if:

  • The reservation isn’t a Smart Flex reservation
  • The payment isn’t made using Payments by Booking.com
  • The reservation isn’t marked as an overbooking
  • Reservation isn’t past its invoice date

Follow these steps to change reservation details after check-in:

  1. Log in to the extranet.
  2. Click on Reservations, then select the reservation you want to change.
  3. Under Reservation actions, select Change reservation dates and prices.
  4. Under Select new dates, add the new check-in and check-out date.
  5. Click on Check availability & change prices to manually enter a new reservation price, then click Next.
  6. Click on Save.

Updating prices for additional guests

You can’t change the number of guests on a reservation if more show up on the day of check in. However, you can modify the pricing of a booking in the extranet by following these steps:

  1. Log in to the extranet.
  2. Click on Reservations and select the reservation you want to change the price of.
  3. Under Reservation actions, click on Change reservation dates & prices.
  4. Without making any changes, select Check availability & change prices.
  5. Modify the rate of the room in the Price section.
  6. Click on Next to finalise.

Please note you can’t change prices after the invoicing date, so make sure you mark these changes as soon as possible.


Not honouring a reservation

All bookings are confirmed immediately and have to be honoured.

You may encounter situations in which you can't honour a booking. Here are a few common scenarios and possible solutions:

  • Overbooking – it’s your responsibility to relocate your guest in case of overbooking and find them accommodation of the same or higher standard.
  • Suspicion of fraud – if you think a booking might be fraudulent, you can report it to us and we will guide you through the next steps. 
  • Payment problems – if there’s an issue with your guest’s payment, you can initiate a cancellation request.

If you want more control over your bookings and to be able to review them before accepting them, you can check your eligibility and opt into the Request to Book programme.

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