Making changes to a booking made at your property

Your guest may want to change the details of their booking, such as the date or length of their stay. These details can be changed either before or after the guest checks in. Cancelled bookings or Smart Flex reservations can’t be changed. The new check in date can’t be in the past. 

What’s in this article:

Changing reservations before check-in

You can make changes to a reservation date up to when a guest checks in and for all types of reservations, except for cancelled or Smart Flex reservations. Changing reservation dates yourself is possible under these conditions:

• 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 can’t be in the past, unless payment was managed outside of Payments by Booking.com
• The length of stay and price remains the same

Follow these steps to change a reservation date:

1. Log in to the extranet or the Pulse app on your phone 
2. Click on Reservations and select the reservation you want to change the dates of
3. Click on Change reservation dates & prices and add the new check-in and check-out dates under Select new dates
4. Click on Change dates to finalise

Your guest will receive an email with the details of the date-change request after you've completed the steps above. 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 date change before check-in

You can also send guests a request to change reservation dates up to when a guest checks in and for all types of reservations, except for Smart Flex reservations. This is possible under the following conditions:

• Payment wasn’t managed 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 into the extranet or Pulse app
2. Click on Reservations and select the reservation you want to change the dates of
3. 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 time 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 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

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 & 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

Making non-date related changes to a reservation

You can change the status of a reservation. This includes asking us to cancel a booking or mark a reservation as a no-show with the guest’s approval. You can also make specific changes to the details of a reservation, such as the check-in, check-out and stay dates.

Rejecting a reservation

All bookings are confirmed immediately and have to be honoured by the property, therefore reservations can’t be rejected and can only be changed by the property in some situations. 

In the case of an overbooking under unforeseen circumstances, the guest would need to be relocated and it’s your responsibility to find your guest accommodation of the same or a better standard.

In certain situations, such as in case you're suspecting a booking to be fraudulent, you can take actionable steps to protect yourself, by setting up guest requirements for bookings, setting up cancellation policies and fees and adding prepayment requirements.  You’re able to initiate a cancellation request if there are issues with guest payments. Read more about this topic in this article.

Go to the extranet