Making changes to a reservation at your property

Updated 9 months ago | 5 min read
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Your guest may want to change the details of their reservation, such as the date or length of stay. These details can be changed either before or after the guest checks in. Canceled reservations or Smart Flex reservations can’t be changed. The new check-in date can’t be in the past. 


In this article:


Changing reservations before check-in

You can make changes to a reservation date until a guest checks in and for all types of reservations, except for canceled 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 a double-booking
  • 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 or Pulse app on your phone 
  2. Click Reservations and select the reservation you want to change the dates for
  3. Click Change reservation dates & prices and add the new check-in and check-out dates under Select new dates
  4. Click Change dates to finalize

Your guest will receive an email with the details of the date-change request after you complete the steps above. Keep in mind, 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 until 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 a double-booking
  • 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 isn’t in the past

Follow these steps to change a reservation date:

  1. Log in to the Extranet or Pulse app
  2. Click Reservations and select the reservation you want to change the dates for
  3. Click Request date change, then add the new check-in and check-out dates under Select new dates
  4. Click Check availability and price to see an overview of the proposed reservation
  5. Click Send to guest to finalize

Your guest has to approve your request within 24 hours to finalize the date change. During this time, 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 stay the same.


Changing reservations after check-in

You can change reservation details, such as price or length of stay, after the guest checks 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 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 a double-booking

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

  1. Log in to the Extranet
  2. Click 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 Check availability and change prices to manually enter a new reservation price, then click Next
  6. Click Save.

Making non-date related changes to a reservation

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


Rejecting a reservation

All bookings are confirmed immediately and have to be honored by the property – 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. It’s your responsibility to find accommodations of the same or a better standard for the guest.

In some situations, such as when you suspect that a booking is fraudulent, you can take steps to protect yourself by setting up guest requirements for bookings and cancellation policies and fees, or adding prepayment requirements.  You can initiate a cancellation request if there are issues with guest payments. Read more about this topic in this article.

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