In many cases, guests will want to modify their reservations. (change dates, add or
remove people from the party, add pets, etc.) or perhaps you need to make a change.

Here are the ways changes get processed via the different channels:

  1. All Channels Except Airbnb & Booking.com

  2. Airbnb

  3. Booking.com

All Channels Except Airbnb & Booking.com

You can edit the lead directly from the Pipeline in Hostfully.

  • Hover to the right of lead and a red Edit button will appear.

  • Click on that and it will open the lead.

  • You can change dates, add fees, etc.

  • Once you make your edits, please remember to click save :)

  • The update to the channel is not instantaneous. It may take up to 24 hours for the change to reflect on the channel (for example, VRBO).


How additional payments and refunds work after modifying a reservation:

When you modify a booking and the cost of the reservation changes you will need to Send Balance Payment Request from pipeline to the guest, so they can pay the difference. If the total is decreased and you need to refund the guest, you will need to do it manually from the View Order page within the lead (if using Stripe) or by logging into your payment processor and refunding directly from there.


Note: When a Hostfully / Direct booking is already paid in full or in STAY status, PM can directly charge the customer without having to send a balance link.

Airbnb

Changes to a reservation need to be initiated by the guest or by the Property Manager on Airbnb.


Here's a screenshot to show where within Airbnb, the Property Manager would make the change.

Once the changes have been made, those changes will need to be accepted by the Property Manager or the guest on Airbnb. Once accepted, the changes will automatically reflect on Hostfully.

Booking.com

The Booking.com reservations can only be modified on the Booking.com side. Here is a video showing you how to modify a reservation. Here is a Booking.com help article walking you through it.

The guest can also request changes to their reservation. Upon booking, the guests are sent an email from BC with a link where they can modify & cancel the reservation.

Note: when a property is turned off for an OTA channel, meaning the connection between Hostfully and that OTA channel is broken, the relevant reservations are no longer able to be managed through the PMP. The reservations do still exist on the channel so the PM will need to manage the reservations through the channel directly.

Please let us know via popup chat on the bottom right, or email to support@hostfully.com if you have any questions.

Related articles:


Did this answer your question?