This guide covers the process from obtaining approval to completing the change in Back Office.
Contents
- Who needs to approve a date change?
- Why is the provider's approval required?
- What counts as approval?
- How to process a date change
- If an additional payment is required
Who needs to approve a date change?
Both the hotel and the provider needs to approve a date change.
If a client / guest requests a date change for a non-refundable booking, first explain that non-refundable bookings are also non-amendable. This means that any changes to the reservation require the hotel's approval, and the hotel may refuse the request in accordance with its non-refundable policy.
Although we do not discuss the provider with clients/guests, the provider's approval is also required before a date change can be processed for a non-refundable booking.
Why Is the Provider's Approval Required?
The provider must be informed of any date change, especially when there is an additional cost involved, for the following reasons:
- The booking agreement exists between the provider and the hotel. Therefore, any changes must be updated on both sides to ensure the reservation details remain consistent and to avoid misunderstandings or potential contractual issues.
- If the date change results in an additional charge, the provider often needs to receive and process the payment before the change can be confirmed.
- Obtaining the provider's approval helps ensure that all parties have accurate booking information and that the amendment can be completed successfully.
What Counts as Approval?
Only written approval from both the hotel and the provider is considered valid approval.
Approval obtained solely over the phone is not sufficient and should not be treated as confirmation. Before proceeding with any date change, written confirmation must be received from both parties.
How to process the date change (no change in booking rate)
Once you have approval from both the hotel and provider, follow the below steps to process the change:
Open the booking in Back Office
Scroll down and click on the 'Edit' button
3. In the pop-up window, update the reservation dates to the new agreed dates, based on the guest's requested dates and the dates approved by both the hotel and the provider.
4. Click 'Save'
5. Update the client/guest, hotel and provider to inform that the date change has been made on our side and solve.
If an additional payment is required
If the new dates result in a higher rate, an additional payment may be required before the date change can be confirmed. When this needs to be paid varies depending on the hotel/provider.
Guest consent for a higher rate change
The guest’s explicit consent is required before proceeding with the change. The booking should only be updated once the guest has confirmed their agreement to the new total cost.
Payment of the additional amount
There are a few different options we can consider when making payment of the additional amount for the new dates. There include:
Sharing a payment link from the provider to the client/guest (ensuring it is not branded)
Nuitee pays for the additional amount (when the provider informs of a short deadline to secure the new dates) and leave a clear note in Back Office for Finance to collect payment from the client/guest
Hotel agrees for the guest to pay the additional amount upon check-in
Amend the rates to the agreed higher amount
Once the guest has agreed to the updated price and the additional amount has been paid or settled, proceed with the final step in Back Office:
After making the change to the dates following the above steps
Click 'Amend Rates'
3. Make the changes to both the client and provider's rates based on the new final rate agreed by all parties. Be sure to enter any relevant Zendesk ticket in the 'Reason' field.
4. Click 'Apply' and update the client, hotel and provider to confirm we have processed the date change and solve.
Article created on 2nd June, 2026
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