This functionality is available subject to your GuestStay plan.
Activation
To activate or deactivate this feature, follow the steps below:
Within Rezlynx PMS, select Menu.
Select GuestStay, then under Configuration select Functionality.
Scroll down to Configure your GuestStay experience.
Slide the toggle next to Date Change Requests to activate or deactivate as required.
Requesting a reservation date change
A booking is modifiable if:
The rate has a cancellation policy.
The policy allows cancellation at the time the guest is trying to modify - this is required even for a date change.
The person, either lead guest or booker, accessing the Guest Portal has a profile attached and an email address.
If any of these conditions is not met, then the modify dates button will not show up.
Once guests have accessed the Guest Portal and selected Manage Reservation, if the booking has met the above date change criteria then a Modify dates option will be available. A new date is then selected, and the guest selects Request. Once a date change has been requested, the guest and hotel receive an email detailing the request. You then decide if the change can be confirmed or rejected.
Monitoring Self-service Modifications
You are notified about self-service modifications via:
When a guest requests a date modification an email will be sent to the guest and to the property, as seen below:
Guests Self-Service page
You can also navigate to Rezlynx, Guest Journey, Reservations, Guests Self-Service page which shows the status of all bookings where modifications have been requested. In case of any issues, this page shows modifications requested. You must decide whether the date change can be accepted or rejected - this is a manual process as this is an important decision for your property.
If accepted or rejected we recommend that you:
Change the status of the request in the Guest Self-Service page.
Modify the reservation (if needed).
Contact the guest further (if needed).
Once the decision had been made and accepted or rejected the guest will be notified automatically within the Guest Portal and via email:
Notification icon in Rezlynx
Real-time in-tool notification in the top right of Rezlynx indicates modifications that require action.
Other Modifications
The system will allow for various types of modifications, including:
Room Type & Rate Plan change
Extras (Upsells)
Access to these modifications is based on your GuestStay Plan and requires Self-Service modifications activation.
Troubleshooting
Modify dates button not showing for the booking: A booking can be modified if the rate has a cancellation policy, the policy allows cancellation at the time the guest attempts to modify (even for a date change), and the person accessing the Guest Portal (either the lead guest or booker) has a profile attached with an email address; otherwise, the modify dates button will not be displayed.
Cannot access Guests Self-service page: This page will not show if the feature has not been activated, or if you do not have user permissions to access this. If you do not have the correct permissions this will need to be updated by an ADMIN user on site, as Guestline cannot alter user permissions.
Self-service modification is marked as "Pending": You will see this when the booking has a modification request, and you will need to decide whether to accept or reject this request. We recommend taking the following steps: change the status of the request, modify the reservation if needed, and contact the guest to inform them of the decision; none of these steps are performed automatically, so you must handle these manually.