Knowledge Base

Often after making a booking on a hotel website, guests have to change some data like dates of stay, to remove an additional service or to correct a spelling mistake in last name. Exely Booking Engine allows doing this without cancelling the booking.

In this article, we will cover things that guests can modify on their own and the ways to do it.

• How to get to the booking modification page

• How to change arrival/departure dates

• How to change a room type

• How to change a rate plan

• How to add/remove additional services

• What else can be changed

• FAQ

How to get to the booking modification page

When a booking is completed, the Booking engine suggests downloading the confirmation letter and automatically sends it to the email address indicated when booking. In the booking confirmation, there are links that redirect to the booking modification page.

After clicking one of the links, a browser will open the hotel website with Exely Booking Engine in another tab. Guests will have to write in the access code, given in the confirmation email, and click the “View booking details” button.

The booking details page will be opened.

How to change arrival/departure dates

To change a date of arrival or departure, guests should click the “Change date and time” button.

Then they should select new dates and time and click “Check room availability”.

After the guests select the required dates, the amount of the booking invoice might change. If so, guests will be notified. The next step is to click the “Apply changes” button.

Then guests will be offered to schedule a notification in Outlook, iCal or Google Calendar.

Pay attention. If guests ordered a transfer, they cannot change dates of stay, as the transfer service is attached to a certain date. All the other services do not interfere with changing dates.

How to change the room type

In the “Accommodation in room” section, the guests should click the “Change a room type” button to select a different room type.

If the suggested room type meets the guests' needs and the guests agree to change the room type, they should click the “Select” button.

Guests will be notified if the price changes, the new amount of the invoice will be displayed. If the guests agree, they should click the “Apply changes” button.

When the room type is changed, a new confirmation email is automatically sent to a guest’s email.

How to change the rate plan

In the “Accommodation in room” section, the guests should click the “Change” button below the selected rate plan to select a different rate plan.

The guests can review the suggested rate plans and click the “Select” button for the preferred one.

Guests will be notified if the price changes, the new amount of the invoice will be displayed. If the guests agree, they should click the “Apply changes” button.

When the rate plan is changed, a new confirmation email is automatically sent to a guest’s email.

How to add/remove additional services

In the "Extra services", the guests should click the “Change extra services” button.

Guests can remove any services or add new ones. Once the required changes are made, the guests should click the "Confirm changes" button. A new amount of the invoice will be displayed. After reviewing the services that will be removed and/or added, the guests should click the "Apply changes" button.

When the list of services is updated in the booking, the confirmation email will be emailed.

What else can be changed

Guests can change their contact details and leave a comment.

Additionally, they can cancel the booking on this page.

Detailed description: "How a guest can cancel a booking made at the hotel website".

F.A.Q.

1. Can all the bookings be modified?

Yes, but things that can be changed depend on the payment method.

Payment method	Type of data available for change
Payment on arrival	Dates and time of arrival/departure Contact details: name, phone, email Room type Rate plan Comment Additional services, if they are not included into the rate plan Cancel booking of a room (out of few) Delete personal details after the stay
Bank transfer by individuals and legal entities	Dates and time of arrival/departure if the amount of a invoice does not change Contact details: name, phone, email Comment Additional services, if they are not included in the amount of invoice or the pre-payment or if the amount does not change Delete personal details after the stay
Pre-payment guarantee	Time of check-out Contact details: name, phone, email Additional services, if they are not included in the rate plan price Delete personal details after the stay
Bank card	Dates of arrival/departure if the amount will not be less than the amount paid Contact details: name, phone, email Comment Time of check-in/out if the payment for early check-in does not change or it is not included in the prepayment Additional services, if they are not included in the rate plan price or a prepayment Delete personal details after the stay

Guests cannot book one more room or change the number of people arriving, no matter the payment method. They can cancel the booking whatever the payment method is.

2. Can a booking be modified any time?

It is not available for change at and after the date and time of arrival indicated in the confirmation email.

3. How can I reduce the website cancellation rate?

Let guests know that they can modify bookings without canceling them. You can post the following notice on the website and the social media:

“Dear guests,

If your plans have changed, or you have made a mistake while booking, change the booking details without canceling it. You can do this in the confirmation email that you received.

Click the link in it and then enter the access code in the tab opened to go to the modification page.”

4. What happens if guests select dates when we are already booked/ room types that are all occupied?

In this case, the guests are notified that the booking cannot be modified. In this case, they can call receptionists to discuss the available options over the phone.

If a guest wants to change booking details over the phone, you can do this as well in the Exely extranet. For details on how to do this, refer to the article "How to make changes to a booking from the official site in Exely extranet".