How to Change a Booking Made at Your Property – A Simple Step-By-Step Guide

Confirm the guest’s new dates in writing and update the booking within 24 hours. If youd see a mismatch, correct the guest name against the record and enter the changes into your PMS so all team members stay in sync. If the guest booked via aerlinguscom, pull the confirmation from that channel to verify details and avoid confusion.

Review your propertys cancellations policy and the price difference for the new dates. There are cases where a partial refund is appropriate. Make the revised total clear in the guest message, outlining what is refundable and what isn’t. The relevant terms should be based on the current rates for the stay, and reflect any non-refundable nights or advance payment conditions. Provide a straightforward comparison between the original total and the new total, including taxes and fees.

Check availability for the new dates using the calendar in your propertys management system, and confirm there is no conflict with other reservations for the location. If there is capacity, prepare an updated offer: consider an upgrade to a higher category at a fair price, or keep the same room if they prefer. Update the booking record to show the status as changed and mark the old reservation as modified where appropriate.

Communicate with the guest in a concise, friendly message. This approach supports understanding on both sides. Include the revised total, new check-in and check-out times, and how to enter the property. Provide the updated booking reference and instructions for accessing the location or keyless entry. Mention the cancellation window again if they need to revert the change, and invite any questions theyre ready to address. If the guest needs to adjust again, outline the simple steps they can follow to update the booking themselves or contact you for help.

After confirmation, coordinate with the cleaning team and the front desk to align on the new schedule. Document the change in your system and send a copy to the guest for their records. If the guest requests a refund or credit, process according to the propertys policy and report back with the outcome within 48 hours.

Identify the Booking You Need to Modify

Filter by location and check-in date to identify the booking you need to modify, and copy the original booking ID for quick reference.

Open the booking in your system and review the descriptions of the stay to see the difference between the original details and what you need to adjust, even minor tweaks still reflect the stay.

If multiple bookings match, use the update field to confirm which one you are editing and inform the guests. There is a clear path to avoid making edits to an unrelated reservation.

If you cant locate it, reach support and share the booking ID, location, and check-in information. There, your team can help verify the record and support making the update.

Where to look in your system

Log in to your system and use filters for location, check-in, and status. Compare the original lines against the current entries, and pull the notes from the guest profile to confirm the stay details.

What to collect before making changes

Gather the booking, guest names, and the exact check-in and check-out dates. Confirm the location and fares changes that may apply. Ensure you have descriptions of the stay and any special requests, so your update stays aligned with what the guests expect.

Booking ID	Guest	Location	Check-in	Check-out	Original Details	Notes
BK-1842	Alex Kim	New York	2025-09-12	2025-09-15	Standard Room, non-refundable	Update pending
BK-2048	Maria Lopez	London	2025-09-20	2025-09-22	Deluxe, sea view	Fares may differ after modification

Review Policy on Changes, Cancellations, and Fees

Implement a 24-hour free-change window and label it with an orange badge on all booking confirmations and property pages; this upfront rule reduces back-and-forth through support and gives guests a clear expectation before they check-in.

What can be changed: dates, check-in times, and guest names. Changes up to the policy cutoff are approved automatically through the system; if a request falls outside the window, it routes to the approval queue for a human sign-off. Ensure updated details appear in all connected platforms so there isnt any mismatch at check-in.

Fees and refunds: show the exact fee or percentage before you process a change. A typical structure: changes within 24 hours of booking incur no fee; 2–7 days prior, 10–20% of the fare; within 24 hours, 50% of the fare; after check-in, the stay can be non-refundable or covered only by remaining nights. These figures vary by rate plan and property, so rely on your updated policy. Fares differ across rates; reflect the difference clearly in the final quote.

Refunds are generated to the original payment method when allowed by the fare. Processing typically takes 5–10 business days. If a guest used optional services, refunds apply to those items as well. On platforms with wallets, refunds may appear as a generated credit. Internal tracking uses a field named lingus to store the approver’s name and timestamp, which helps you show the exact approval path if a guest questions the decision. You can sign the record to confirm the action. If an exception is needed, support handles it per your policy and records the approval with the relevant names and dates.

Tips to implement: publish the policy in your portal and in the booking flow, include reminders at check-in, and link to the updated page. Keep it short, transparent, and easy to follow; with this approach, your team can handle changes quickly, and guests feel confident about their options. What matters is the follow-through and the clear sign that you support flexible, fair handling of changes and charges. The difference between a smooth change and a denied request often comes down to timing and the approval workflow.

Open the Booking in Your System and Prepare the Change

Open the booking in your system, locate the reservation by reference number or guest name, and confirm the current status before you adjust anything. Check the property address and the stay dates to ensure you are editing the correct record. Gather the participants list and current occupancy to map the impact of the change. Note the original book reference in the notes.

Review the Booking Details

1. Open the booking in your PMS or channel manager. Retrieve the reference number and guest name, then confirm the address, check-in and check-out dates, and the current occupancy.
2. Note the rooms and the cabin or room type booked, the number of rooms, and the total price before any changes. Verify the items mentioned in the request and any special needs from the guest or hosts.
3. Assess what needs to change: dates, room count, upgrade, or room type tweaks. If a voucher is involved, confirm its validity and any restrictions.
4. Cross-check availability across platforms, including bookingcom, to ensure the change will be reflected consistently.

Execute the Change and Notify

1. Enter the new details in the system: adjust dates within the stay window, update occupancy and the number of rooms, and select the upgrade if offered.
2. Review the updated prices, apply taxes and fees, and ensure the new total is clear to the client. Just update the pricing in the booking record so it does not surprise the participant.
3. Save the changes; once the update is made, verify that it appears in the booking timeline and that the status is updated to reflect the change.
4. Prepare the guest text and confirmation: include what changed, the new dates, the upgraded room if applicable, and the final price. If a voucher is used, attach or reference it and explain how it is redeemed.
5. Send the updated confirmation through the chosen channel, whether via the platform message system or email, and ensure they have access to the revised details.
6. After sending, monitor for any replies and handle follow-ups with the guest, participants, or the platform if needed.

Modify Dates, Guests, and Room Type: Step-by-Step

Open the booking in your admin panel, click Edit, and update the dates first to lock the new rate. If the stay is in europe or involves geographical taxes, reflect those charges before saving. After dates are set, adjust the guest count and room type in the same flow, then save and review the updated total.

Dates and Room Type

Step 1: Change check-in and check-out dates precisely. Step 2: Pick the correct room type and add extras such as breakfast, parking, or an extra bed. Step 3: Save changes and verify the new amount. Depending on your policy, the system may display the revised price immediately; confirm with the guest what they will pay and attach the updated confirmation text. If a discount is due, note any discout and how it affects the total.

Guests, Cancellations, and Payments

Step 4: Update guest names and contact information. Step 5: Review the cancellations policy and any refunds if changes trigger them. Step 6: Check payments status, including any plus charges or optional extras, and communicate the new total to the guest. Use a clear text message or email to confirm what changed, the new dates, and the new confirmation number. If the guest requests another adjustment, accommodate as long as it aligns with your policy. Heres what to check next: compare old vs new totals, verify the confirmation status (confirmed or open), and note any payments due or open. For bookings connected to lingus or aerlinguscom itineraries, coordinate any bundled extras or terms so guests see a single, accurate summary.

What Happens to Extras After a Change: Refunds, Credits, or Reassignment

Review the extras tied to the reservation the moment you confirm a change. Identify items like parking, breakfast, spa access, or late checkout, and check whether each item is refundable, creditable, or tied to a specific room. Check updated rules in your system; the источник for policy terms varies by provider and geographical location, so confirm applicable terms before you act.

Refunds: If an extra was booked with a refundable option, process a full refund to the guest’s original payment method. If the item is non-refundable, offer a credit with a defined expiry, or apply the value toward the updated reservation, depending on the provider’s rules. In any case, document the decision and reflect the change on the guest’s receipt to avoid confusion later.

Credits: When refunds aren’t possible, issue credits equal to the net value of the extras. Specify the credit’s validity period, whether it can be used for room rates, taxes, or ancillary services, and if it transfers to future stays. Ensure the guest sees the updated total and the credit reference in the reservation record for transparency.

Reassignment: If the change moves the guest to another room or property, determine whether extras travel with the reservation or stay with the original arrangement. Some providers automatically reallocate items like breakfast or parking; others require direct guest approval. If reassignment isn’t permitted, offer a separate credit or a one-time adjustment to the new reservation to cover the difference.

Communication and timing: Notify the guest promptly with an updated reservation confirmation and a clear breakdown of what remains, what was refunded, and what was credited. Include the new needs and any limits on usage. The

Notify the Guest and Send a New Confirmation

Send the guest a new confirmation immediately after you finalize the updated dates and terms. Include the revised occupancy, names, and total charge, and reference the prior booking so the guest can see the difference between old and new dates.

Provide the new confirmation number and access instructions. Attach the provided information clearly, and call out what changed between the two bookings and what stayed the same. If flights are involved, add any relevant flight details, times, and what is still available for the guest to plan. Include a line that says whats changed so the guest sees the difference at a glance.

Flag the message with an orange label in your system to signal urgency. The message should list each guest name, the property name, the new dates, and the revised total. If there are multiple guests, present each name separately to avoid confusion.

Explain payment steps: whether any amount is due now or at check-in, and where to enter new payment details if needed. Clarify that the change isnt a cancellation, and note any charge that applies, including whether it is refundable. If a guest needs to rebook, provide a link to book the new stay and what options exist between the old and new dates.

Ask the guest to save the new confirmation and confirm receipt. Follow up within 24 hours if you still have not heard back, and note any special requests during the follow-up. Before arrival, ensure all information is accurate and tell the guest what to do during check-in, such as where to enter and where to meet staff.