If a guest would like to change the dates of their booking, either adding or reducing, this must be done in writing to prevent any miscommunication.
To reduce nights or change dates, the guest must go through their booking agent to amend this, we cannot do it on their behalf. Normally there is a link on their booking confirmation from the OTA or they may be able to call using the numbers from this spreadsheet.
If the guest is adding a night, this can be done directly so that we don’t have to pay commission for that night.
GCLR Website or Booking.com reservations
The following steps are only for bookings that were made directly with us or through Booking.com, since the system is already set up to allow payments from the guest.
First, check that we have availability for their requested night/s, you can use your own preferred method for this – RMS booking chart, availability chart, or CRM.
Then, check what the rate would be for their requested night/s . Again you can use the RMS rate chart or CRM availability depending on your preference.
If there is a 1 or 2 night gap, you may find that the rate is significantly higher than their existing nightly rate. If this is the case, you are welcome to use your discretion to offer a reasonable rate. E.g. match their existing nightly rate, or the price from the same night 1 week later. Keep in mind any events or school holidays around that time, and ask a supervisor if you’re not sure what rate you can offer.
Once you have the rate for the additional night/s, add it to the existing total rate and write the new total somewhere. E.g. if this guest was adding 1 night at $250, their new total would be $1210.52. Write this down before making any changes to the reservation.
Now, you can extend the reservation by changing the arrival or departure date to the guest’s requested dates:
This will not change the total rate, you will need to do this manually. Click ‘Base Rate’ and type the new total here:
Save the reservation, and send a payment link for the remaining balance if needed.
First, check that we have availability for their requested night/s, you can use your own preferred method for this – RMS booking chart, availability chart, or CRM.
Then, check what the rate would be for their requested night/s . Again you can use the RMS rate chart or CRM availability depending on your preference.
If there is a 1 or 2 night gap, you may find that the rate is significantly higher than their existing nightly rate. If this is the case, you are welcome to use your discretion to offer a reasonable rate. E.g. match their existing nightly rate, or the price from the same night 1 week later. Keep in mind any events or school holidays around that time, and ask a supervisor if you’re not sure what rate you can offer.
Once you have the rate for the additional night/s, add it to the existing total rate and write the new total somewhere. E.g. if this guest was adding 1 night at $250, their new total would be $1210.52. Write this down before making any changes to the reservation.
Now, you can extend the reservation by changing the arrival or departure date to the guest’s requested dates:
This will not change the total rate, you will need to do this manually. Click ‘Base Rate’ and type the new total here:
Save the reservation, and send a payment link for the remaining balance if needed.
All other reservations
Since all other bookings are paid to us by the OTA (either via bank transfer or VCC), we will need to make a few changes before sending the payment link to the guest.
First, check that we have availability for their requested night/s, you can use your own preferred method for this – RMS booking chart, availability chart, or CRM.
Then, check what the rate would be for their requested night/s . Again you can use the RMS rate chart or CRM availability depending on your preference.
If there is a 1 or 2 night gap, you may find that the rate is significantly higher than their existing nightly rate. If this is the case, you are welcome to use your discretion to offer a reasonable rate. E.g. match their existing nightly rate (please note that the rate shown in RMS is normally 15% lower than what they have actually paid), or the price from the same night 1 week later. Keep in mind any events or school holidays around that time, and ask a supervisor if you’re not sure what rate you can offer.
Once you have the rate for the additional night/s, write down the existing total rate before making any changes. Now, you can extend the reservation by changing the arrival or departure date to the guest’s requested dates:
Now, change the booking source to ‘Referral OTA’, this will tell the system to allow payment from the guest:
Then, change the total rate to be what the guest owes us for the additional night/s.
E.g. if this guest was adding 1 night at $250, change the base rate to be $250 only. Otherwise, the payment link will ask the guest to pay the full price of their accommodation when they have already paid this to the OTA.
Click ‘Base Rate’ and type that total here:
Then send the guest the payment link, the payment will be due at the time of adding the extra night/s. Follow this up to make sure it gets paid and does not get forgotten about.
Once the payment is received, You will need to change everything back. Start by changing the booking source back to what it was before.
Then, add the previous total rate to the rate of the additional night/s. E.g. this guest that added 1 night at $250, their new total rate will be $1210.52. Because they have already paid the $250, the remaining balance will now be only what the OTA owes us which is $960.52 in this case.
First, check that we have availability for their requested night/s, you can use your own preferred method for this – RMS booking chart, availability chart, or CRM.
Then, check what the rate would be for their requested night/s . Again you can use the RMS rate chart or CRM availability depending on your preference.
If there is a 1 or 2 night gap, you may find that the rate is significantly higher than their existing nightly rate. If this is the case, you are welcome to use your discretion to offer a reasonable rate. E.g. match their existing nightly rate (please note that the rate shown in RMS is normally 15% lower than what they have actually paid), or the price from the same night 1 week later. Keep in mind any events or school holidays around that time, and ask a supervisor if you’re not sure what rate you can offer.
Once you have the rate for the additional night/s, write down the existing total rate before making any changes. Now, you can extend the reservation by changing the arrival or departure date to the guest’s requested dates:
Now, change the booking source to ‘Referral OTA’, this will tell the system to allow payment from the guest:
Then, change the total rate to be what the guest owes us for the additional night/s.
E.g. if this guest was adding 1 night at $250, change the base rate to be $250 only. Otherwise, the payment link will ask the guest to pay the full price of their accommodation when they have already paid this to the OTA.
Click ‘Base Rate’ and type that total here:
Then send the guest the payment link, the payment will be due at the time of adding the extra night/s. Follow this up to make sure it gets paid and does not get forgotten about.
Once the payment is received, You will need to change everything back. Start by changing the booking source back to what it was before.
Then, add the previous total rate to the rate of the additional night/s. E.g. this guest that added 1 night at $250, their new total rate will be $1210.52. Because they have already paid the $250, the remaining balance will now be only what the OTA owes us which is $960.52 in this case.
Reducing a GCLR Website booking
If the guest has booked directly with us via our website, email or phone etc you can shorten the stay directly in RMS.
First check that the requested length of stay meets our minimum night requirement for those dates. You can use your preferred method for this – GCLR website if we still have rooms available, CRM availability chart, or RMS rate chart.
Then, check the price of the night/s that you are removing. Please use the rate they have paid, rather than the current advertised rate as it is likely to be higher. Please also keep in mind any holidays, events, weekend pricing when removing nights instead of just taking the average nightly rate.
E.g. This 7 night booking works out as an average of $536.91 per night, but that doesn’t necessarily mean that all of the nights in that booking are close to that rate. It’s possible that the first 2 nights were in low season and only cost $300 each, while the remaining 5 nights were during a big event and cost $631.68 each.
First check that the requested length of stay meets our minimum night requirement for those dates. You can use your preferred method for this – GCLR website if we still have rooms available, CRM availability chart, or RMS rate chart.
Then, check the price of the night/s that you are removing. Please use the rate they have paid, rather than the current advertised rate as it is likely to be higher. Please also keep in mind any holidays, events, weekend pricing when removing nights instead of just taking the average nightly rate.
E.g. This 7 night booking works out as an average of $536.91 per night, but that doesn’t necessarily mean that all of the nights in that booking are close to that rate. It’s possible that the first 2 nights were in low season and only cost $300 each, while the remaining 5 nights were during a big event and cost $631.68 each.