Knowledge Base

If a guest made a booking on your website and needs to make changes — for example, change check-in or check-out dates, remove an extra service or correct a mistake in the last name — Exely Booking Engine will allow them to do so without canceling the booking.

If you would like guests to be able to change the booking themselves, send a request to your Customer Support manager or Exely Customer Support team, they will add this feature.

Pay attention. The prepayment amount will not change after editing the booking or will be changed to a higher amount. The parameters that can be changed depend on the payment method selected by the guest when booking. For more details, refer to the "FAQ" section below.

• How to get to the booking modification page

• How to change the arrival/departure dates

• How to change the room type or 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 confirmation is automatically sent to the guest's email address indicated when booking. To make changes, the guest needs to follow the links in the “Manage booking” and “Booking details” sections.

After clicking the links, a "Manage booking" page will be opened in a new browser tab. The guest will have to enter 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 the arrival/departure dates

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

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

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

Then, the booking engine will offer the guest to schedule a notification in Outlook, iCal or Google Calendar.

Pay attention. If the booking includes extra services tied to a specific date, such as transfers, it will not be possible to change the booking dates.

How to change the room type or rate plan

On the booking details page, in the “Accommodation in room” section, the guest should click the “Change” button to select a different room type or rate plan.

Once the guest selects the new room type or rate plan, they should click the “Select” button.

The guest will be notified if the price changes, the new amount of the invoice will be displayed. If the guest agrees, they should click the “Apply changes” button.

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

How to add/remove additional services

In the "Extra services" section, the guest should click “Show extra services”.

On the "Extra services" page, the guest can remove any services or add new ones. Once the required changes are made, the guest 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 guest should click the "Apply changes" button.

When the list of services is updated in the booking, the booking confirmation will be sent to the guest's email.

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 editing
At check-in	Dates of stay and check-in and check-out time, if the booking does not include a transfer. Contact details: name of a guest and customer, phone, email. Room type. Rate plan. Comment. Extra services, if they are not included into the rate plan. Delete a room (if several rooms were booked).
Bank transfer by individuals	Dates of stay and check-in and check-out time, if the booking does not include a transfer, the prepayment amount does not change and the booking is not subject to penalty*. Contact details: name of a guest and customer, phone, email. Comment. Extra services, if they are not included into the rate plan or prepayment. Room type. Rate plan. Delete a room (if several rooms were booked).
Bank transfer for legal entities (prepayment less than 100%)	Dates of stay and check-in and check-out time, if the booking does not include a transfer, the prepayment amount does not change and the booking is not subject to penalty*. Contact details: name of a guest and customer, phone, email. Comment. Extra services, if they are not included into the rate plan or prepayment. Room type. Rate plan. Delete a room (if several rooms were booked).
Bank transfer for legal entities (100% prepayment)	Dates of stay and check-in and check-out time, if the booking does not include a transfer, the booking amount does not change and the booking is not subject to penalty*. Contact details: name of a guest and customer, phone, email. Comment. Extra services, if they are not included into the rate plan and if the booking cost does not change. Room type. Rate plan. Delete a room (if several rooms were booked).
Bank card guarantee. Payment at check-in	Dates of stay and check-in and check-out time, if the booking does not include a transfer and is not subject to penalty*. Contact details: name of a guest and customer, phone, email. Comment. Extra services, if they are not included into the rate plan. Room type. Rate plan, if the booking is not subject to penalty*. Delete a room (if several rooms were booked).
Bank card guarantee. Prepayment	Contact details: name of a guest and customer, phone, email. Comment. Add, delete, change an extra service, if the service price is not included into the rate plan or prepayment. Room type. Rate plan. Delete a room (if several rooms were booked).
Bank card (hotel's acquiring service)	Check-in and check-out dates, if the booking does not include a transfer, the prepayment amount does not change and the booking is not subject to penalty*. Contact details: name of a guest and customer, phone, email. Comment. Check-in and check-out time, if the booking does not include a transfer, the early check-in/late check-out cost does not change or is not included into prepayment and the booking is not subject to penalty*. Extra services, if they are not included into the rate plan or prepayment. Room type. Rate plan. Delete a room (if several rooms were booked).
At the office (cash payment)	Dates of stay, if the booking does not include a transfer, the prepayment amount does not change and the booking is not subject to penalty*. Check-in and check-out time, if the booking does not include a transfer, the early check-in/late check-out cost does not change or is not included into prepayment and the booking is not subject to penalty *. Contact details: name of a guest and customer, phone, email. Comment. Extra services, if they are not included into the rate plan or prepayment. Room type. Rate plan. Delete a room (if several rooms were booked).

* A booking is subject to penalty, if it was created under a non-refundable cancellation rule. If such a booking is canceled, a penalty will be charged.

Pay attention. Adding a room, deleting or adding a guest to a booking is not possible for any payment method. Canceling a booking is possible for any payment method.

2. Can a booking be modified any time?

Editing a booking becomes unavailable when the arrival date and time specified in the booking confirmation arrives.

3. How can I reduce the website cancellation rate?

Let guests know that they can edit 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 edit a booking from the hotel website in Exely extranet".