Modify reservations overview
In the Booking Engine, you can modify existing reservations to accommodate guest requests or correct booking details.
⚠️ Important: Only properties that are billed Arrears on Checkout can have modifiable bookings. If a property is billed Arrears on Date of Reservation or Taken at Source reservation modifications are not allowed.
To find out if the Modify Booking facility is available for you and your customers contact Support.
The areas of a booking that you can modify are:
Title, First name, Last name.
Phone Number.
Address.
Booking Dates. You can change your booking dates but it does depend on the Modify Your Booking Rules that are outlined below.
Extend number of nights stay.
Room Occupancy (If available).
Add rooms to the booking.
Add Upsells to the booking (If Available).
Modify your booking rules
Certain criteria must be met before a booking can be modified.
A property must have Allow Modifications enabled on the account. You can only have this setting enabled if your property's billing type is Arrears on Checkout.
Modifications will only be allowed on a booking if it meets the following criteria:
The rate that the original booking was made on is still available (not suspended or deleted).
The check-in date has not passed.
Bookings are not pre-paid in full, e.g. Deposit taken on original booking is not entire amount.
Within Min or Max Lead-In times on the rate.
Original booking was on a SHR BE channel (own website, Facebook, mobile).
No outstanding cancellation requests (partial cancellation requests must be processed by the hotel) exist on the booking.
For package prices, the fixed LOS of the package is the same now as when the original booking occurred.
Booking has not happened in the last 30 minutes.
In addition to the above constraints, Modifications are permitted beyond the cut off point for cancellations, subject to the following:
Guests can extend their stay, but not reduce it.
Guests cannot change the check-in date.
Guests cannot remove existing rooms from inventory, but can upgrade or add new rooms (if available).
Guests can change Upsells at any point (including removing existing Upsells).
Modify a reservation at hotel level
Read below to understand how a hotel user can modify a reservation for a guest on the backend.
Guests can and should modify their own reservation. There will be times when the guest may want to action this and for some reason can't do it themselves so they may ask the property to do it. To modify a reservation in the booking engine for a guest follow the steps here:
Open the Booking Engine application and click Room Reservation Report.
Enter the Reservation Reference or guest surname and click search reservations. Click the details link to the right of the reservation.
Click the Modify Booking link from within the reservation itself.
You will be presented with the options to edit the contact details, booking dates and add more rooms to the booking. Depending on the Hotel/Property setup you may also be presented with the opportunity to add upsells. You can modify as desired and then click proceed and review.
Review the details and click complete booking.
Once a booking has been modified a new Confirmation Email will be sent to both the Guest and the Hotel confirming the new details of the booking.
Modify a reservation guide for guests.
Read below to understand how a guest can modify their own reservation.
For the guest to modify their booking they will need the Booking Reference and Email Address that was used when making the booking. There are two ways in which a customer can modify their booking:
Use the modify booking link on the hotel booking engine.
From any page on the front end of the Booking Engine click More in the main navigation, then click Manage reservation.
Enter the Booking Reference and Email used to make the booking and click continue.
The guest will be presented with the options to edit their contact details, booking date(s) and add more rooms to the booking. Depending on the Hotel setup they may be also be presented with the opportunity to add upsells. The guest can modify as desired and then click proceed and review.
The guest then reviews the details and complete booking.
Click the modify your booking link provided in the confirmation email to the customer
A guest can access the modification screen directly from the Confirmation Email that they received at the time of booking. To do this open the confirmation email and click modify or cancel booking. Once the guest clicks the link then they just need to follow the same steps outlined above. Once a booking has been modified a new Confirmation Email will be sent to both the Guest and the Hotel confirming the new details of the booking.
Note:
Modifications are subject to availability and rate restrictions.
Some changes may require guest confirmation or may incur additional charges.
Always review the property's modification and cancellation policies before making changes.