Proposing a change to a guest

Sometimes a stay needs to move: a broken pool pump, a double booking on another site, or a guest who wants one more night. Changing a reservation keeps the same booking and booking code, so neither of you has to cancel.

Proposing a change

Open the reservation from Host → Reservations and choose Propose a change. This works for confirmed reservations, until the check-in time.

• Home: the booked home, or another of your live homes that sleeps the guests. Homes that are busy on the dates are greyed out.
• Dates and guests: the new check-in, check-out and number of guests.
• Message: required. Tell the guest why.

The box compares Now and New and shows what the guest pays or gets back. The new total is priced as a new booking of that home and those dates would be, on the guest's rate.

If the new total is higher, the guest pays the difference when they accept. If it is lower, the guest gets the whole difference back. Card payments go to your Stripe account, so refunds come from it too.

The guest has 24 hours to answer, or until check-in if that is sooner. Until they accept, nothing changes. You can withdraw the proposal while it waits.

When a guest asks for a change

A guest's request shows as a card in Messages, on the reservation and under Needs action on your dashboard. It lists the old and new dates, guests and total, and what you receive or what the guest gets back. It also tells you whether the new nights are free in your calendar. If they aren't, Accept is switched off.

Answer within 24 hours. If you accept, any held difference is taken from the guest's card. If you decline or don't answer, the booking stays as it was.

After a change

The booking, your calendar and the guest's booking page update at once. If the guest moved to another home, the conversation and the review move with them. Both of you get an e-mail with the old and new details.