Making changes to a reservation

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

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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:

• Payment was managed by Payments by Booking.com or the property has at least one rate level inventory item
• 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 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
• The property has no rate level inventory item
• 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 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 Update this reservation, 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