BOOKINGS: CHANGE OF DATES , change – BOOKING AMMENDMENTS
There are times where a guest may have selected the wrong dates, wrong room types, or for various reasons their plans may have changed. We are within our rights to refuse cancellation, and we can also refuse to change a bookings date however in most circumstances we will now authorise changes of dates as long as they meet the following conditions.
WHO DEALS WITH THIS?
Any of our support concierges in our support team
- The new date is not over a peak event or where premium pricing applies
- We have the same room type and location available on the new dates
- The new dates are within 3 months of the existing booking - The guest agrees to pay a $49 booking change fee
- The guest agrees to pay any difference in fees. In the case the new fee is actually lower, no refund will be given
ROOM TYPE CHANGES:
Assuming the dates are the same and the guest wants to make their stay bigger i.e. a bigger apartment we can assist with date changes. The guest will need to agree to pay any difference in fees. In the case the new fee is actually lower, no refund will be given
Example: Guest wants to upgrade between a One Bedroom and Two Bedroom apartment, they will need to pay the difference in room rates
Who can authorise a change?
Any guest support staff can approve such changes as long as they meet ALL OF THE above key criteria
THIRD PARTY BOOKINGS
All changes must be coordinated by the guest with the third party who completes the booking changes
- All changes are coordinated by the support concierge team
- Support Concierge charges the guest for any increase in room rate and for the $49 booking change fee
- Payment is assigned within the PMS
- Booking updated with notes inserted into booking comments field to reflect the change request
- Guest to be sent a new booking confirmation by email
ALL CHANGE REQUESTS MUST BE MADE BY EMAIL - WE DO NOT MAKE CHANGES OVER THE PHONE
Email Response – Change Approved:
We are pleased to be able to confirm the following change to your booking subject to the fees below being paid.
Fee breakdown Variation in room rate $X x X nights
Booking change fee $49
Total fee outstanding: $.
Would you like to proceed?
Once we enter your payment we will be to provide you an updated confirmation email.
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