📌 This article answers the following questions:
How can you reschedule a stay to new dates without causing confusion for the customer?
How can you avoid sending multiple automated emails whilst making changes?
How do you amend a booking that already contains recorded payments?
How do you partially cancel the original services after adding the new dates?
Why is this important?
When a customer wishes to reschedule their stay, several successive changes need to be made to the booking. Without taking precautions, each action can trigger an automated email, which causes confusion. This procedure allows you to manage everything behind the scenes, with a single, controlled communication at the end of the process.
⚠️ This method is essential when the booking already contains recorded payments.
Step 1: Access the booking and disable automatic notifications
To amend a booking without sending automatic notifications to your guest, follow these steps:
Go to the Bookings menu and open the relevant file.
Copy your customer’s email address.
Paste this address into the Comments tab of the file to keep a record of it.
Delete the email address from the recipient field in the customer record.
💡 Tip: By temporarily removing the email address, you’ll pause the sending of automatic messages whilst you’re making changes. Don’t forget to re-enter it once you’ve finished.
Step 2: Add the new service and the dates of stay
Click on ‘Add a stay’ or ‘Add additional accommodation’.
Select your accommodation and enter the new stay dates.
Check your rates and then click ‘Save’.
⚠️ Please note: If the service does not appear, check the availability of your accommodation in your calendar.
The booking now combines the old and new bookings, and the total amount is automatically recalculated.
Step 3: Partially cancel the original bookings
Follow these steps to remove the old dates from the booking without incurring any additional charges:
Click the ‘Cancel booking’ button.
Select the reason for the request (e.g. at the customer’s request).
Select the ‘One or more items in the cart’ option.
Tick the ‘I waive the cancellation fee for the customer’ box.
Tick only the services corresponding to the original dates.
Check the summary: the fees must be €0, the amount already received is retained and the remaining balance is updated.
Click on ‘I confirm the cancellation’.
⚠️ Please note: make sure you only select the original services. Do not tick the new dates added in step 2.
Step 4: Restore the customer’s email address and notify them
Retrieve the email address shown in the ‘Internal comment’ field.
Enter it again in the ‘Recipient’ field.
From the ‘Documents’ tab, send the updated voucher to your customer.
Step 5: Check the account balance
Once the changes to the stay have been saved, ensure that the booking balance is correct:
If the rate remains unchanged: check that your customer does not owe any outstanding balance.
If the new stay is more expensive: collect the additional amount directly or send a secure payment link to your customer.
If the new stay is cheaper: issue a partial refund for the difference, in accordance with your terms and conditions.
💡 Tip: Remember to check the payment status in the ‘Accounting’ tab of the booking file to avoid any billing errors.
Key points
Add before deleting: This is the key to maintaining your payment history.
The cancellation must be partial: Only delete the old services.
A single final email: Send the updated voucher to ensure clear and professional communication.