Use one of the templates in this guide as a starting point to write your Standard Operating Procedure (SOP) for reservation amendments.
In this guide:
SOP for automated process (recommended)
Process: Amend an existing reservation
Objective: Ensure that guests' reservation amendment requests are handled smoothly and that the reservation information in Apaleo is always up to date
Responsible: [Staff role - e.g. Reservation Manager]
Last updated: DD.MM.YYYY
- Customer amends their reservation online in the digital guest journey app, their profile on the hotel account, or online travel agency (OTA)
- Apaleo receives the change request automatically from the app
- Apaleo updates the reservation after validating whether the changes are possible according to your availability. If this results in a different price, the price is automatically updated.
- The app receives the confirmation or rejection of the change from Apaleo
SOP for manual process
Process: Amend an existing reservation
Objective: Ensure that guests' reservation amendment requests are handled smoothly and that the reservation information in Apaleo is always up to date
Responsible: [Staff role - e.g. Reservation/front office agent]
Last updated: [DD.MM.YYYY]
- Receive change requests for an existing reservation (by email or call)
- Identify the reservation in Apaleo
- Verify whether the requested changes are possible according to availability and your internal policies:
- Change of stay dates: [insert your internal policy for when you will allow changes to stay dates and whether this results in a different price]
- Change the number of guests: [insert your internal policy for when you will allow changes to the number of guests and whether this results in a different price]
- Change the unit group: [insert your internal policy for when you will allow changes to the unit group and whether this results in a different price]
- Make the changes in the TRAVEL DATES tab of the reservation
- Change of stay dates
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- Shorten a reservation: to choose a later check-in date and/or an earlier check-out date, click on Shorten stay, click on the cards to select new arrival and departure dates, and click on the shorten stay button.
- Extend a reservation: to chose a later checkout date, click on Amend stay, select the new departure date, and click the Search rates button. Click Select offer, check that the rate plan is the same on your new and old cards, and save using the apply changes button.
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- Change the number of guests
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- Click on Amend stay, and turn on the toggle Recalculate prices.
- Specify the new number of adults/children and click the Search rates button.
- Click Select offer for the new rate plan and save using the Apply changes button
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- Change the unit group
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- Click on Amend stay, and turn on the toggle Recalculate prices.
- Turn on the toggle Show offers for other unit groups and click the Search rates button.
- Click Select offer for the new rate plan and save using the Apply changes button
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- Change of stay dates
- Check if, according to your internal policies, the reservation change results in a different price
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- Click Change prices.
- Edit individual prices by clicking on each card, or click on Edit multiple prices. Save using the Apply changes button.
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- Send the customer the amendment confirmation, with information on any changes in price.
Notes for Apahero:
- When a reservation is amended, the system automatically checks your availability (e.g. are there available rooms for a stay extension). Beyond this, there is no validation to prevent a reservation change - e.g. it is possible for your team members to change the stay dates of a non-refundable reservation from tonight to next month, without the guest facing any additional charges. If you allow manual reservation changes, it is thus important to clarify your internal policies for what kind of changes are allowed.
- The reservation logs show which changes were made by which user/app, and when: M1 Lesson 6: View reservation logs