Amending or Modifying Reservations

• When guest / bookers call the hotel for amending existing reservation take down the original booking details on reservation form. ( Guest Last name, Reservation no, Mobile etc.)
• Try to address the guest by name as and when possible.
• Take permission from the guest to keep the call on hold.
• Locate the original reservation record from the Property Management software.
• Reconfirm the booking details e.g.: guest name, arrival departure date, reservation number etc. with the guest again to make sure that you have 
• Retrieve the correct reservation record.
• Enquire with the booker / guest on what amended to be made on the reservation. Eg: guest might like to extend the number of days of stay or want to shift his stay to another period.
• Check the availability of both hotel and room type in the hotel software before confirming the amendment to the guest.
• If the guest had booked the original reservation on a Best available rate or special packages, reservation agent should check the availability of these special rate and packages on this new date as well.
• Any changes on rate or packages should be communicated to the guest.
• If the guest is shifting the arrival date to a different date then take down the new pickup / flight details. In case the guest requires a pick up form the hotel.
• All details have to be reconfirmed to the Guest.
• Make the required amendments on the reservation record in system.
• Valid payment method has to be taken for the new stay details.
• Apply the Rate changes if any due to the amendment.
• Generate a new confirmation letter to the guest which clearly shows the amended booking details.
• Send the amended reservation confirmation letter to the guest email / fax.
• Wish the guest a nice day ahead.