Changing Dates instead of Cancelling Reservation

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  • Dear Leandri,

    First of all, you NEVER modify a booking by yourself. Always ask the guest to do it themselves, state just the fact that it's not possible for you to do it (even though you can by calling BDC, but still you cannot do it by yourself).

    This will save you the hassle of having further issues with the guest or BDC for charging you extra commissions.

    Changes to dates are not cancellations, they are modifications which are allowed by the industry.

    Some sites tax users for making modifications but they never consider them to be cancellations. 

    And about the card, if it's in already in the cancellation timeline, process it immediately.

     

    Hope this clarifies it all for you,

    Zsolt - www.thuild.com

  • Avatar
    Leandri Klopper

    Hi there!

    Thanks for the adivse, I really do appreciate it. 

    I'll make a definite note to advise clients to go and alter their bookings on the website and keep them to whatever booking is on the file. 

    Funny enough, all resorts that I am connected with sees any modification to a booking as a Cancellation. But it's because our rooms are advertised on many different platforms, so if one gets booked it gets taken off of all the other platforms. So if a person changes his/her dates a week before check in then we may not be able to rent out the unit again and it will be left standing open. 

    It might be best, as you say, to immediately process the card if the booking falls within the cancellation timeline. 

    Best wishes

  • Dear Leandri,

    You can specify the following policy: if canceled or modified, penalty applies.

    Then that would be very straight forward.

    Also when someone modifies it, your Channel Manager should sort out the release of the rooms.

    Cheers,
    Zsolt - www.thuild.com

  • Avatar
    hector

    @Zsolt agree. We never modify a BDC reservation ourselves. We have a strict policy that all BDC reservations must be modified buy the guest via BDC. It keeps everything accountable and prevents confusions.

    @Zsolt how do you "specify the following policy: if canceled or modified" on the extranet. Our policy wording used to say it but then when the extranet updated it was removed. How can we get it back?

     

  • Avatar
    Leandri Klopper

    Hi Zsolt,

    Late reply, sorry about that. 

    Yes, I love telling people to add to the Fine Print so perhaps it's time I follow my own advise. Or you are talking making an Actual policy on the Policies part of the extranet? 

    Either way, I do appreciate it. This should solve a lot of issues. 

    Keep well!

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