It's great when someone books your property. It's even better when someone likes it so much that they want to stay longer!
- If this is an Airbnb booking of any type, skip down to the bottom of this document and read the appropriate section.
- If this is a booking from Booking.com or TripAdvisor, all date changes must be made on that platform regardless of whether you are using an API connection. If you are not using an API connection, you'll also need to manually modify your charges in OwnerRez as described in "Changing the Charges" below.
- If this is a booking from HomeAway/VRBO and you are not using the HA/VRBO API connection, all date changes must be made on that platform. Your charges and payments can be manually updated in OwnerRez as described in "Changing the Charges" below, or will be updated when you run Channel Bridge.
- If this is a booking from HomeAway/VRBO and you are using the HA/VRBO API connection, log on to your HA/VRBO control panel and change the dates of the booking there. This should also update the charges to the guest. Then, skip down to "Changing the Charges" and "Collecting the Payment" below and follow those instructions.
Otherwise, keep reading!
There are three steps required to extend a stay: changing the dates, changing the charges, and collecting additional payments as needed.
Changing the Dates
This is the easiest part of the process, as well as the most urgent - you wouldn't want some other guest to make a Booking and take the dates your first guest wanted!
Note: If this is an Airbnb booking of any type, skip down to the bottom and read the appropriate section.
To change the dates, simply go to that Booking in OwnerRez. You can do this by clicking on its display in the main booking calendar, by searching for the ORB booking number in the Search field, or even by searching for the guest name and selecting the correct Booking.
Once there, click on the Move button. Alter the dates to their new values.
Notice the Email Options checkboxes. By default, OwnerRez will send notifications that the dates have changed. Usually you want this, but in case you don't, you can de-select the checkboxes. You also have the option to manually edit the notification to the guest if desired.
Click the "Save Changes" button. Your changes will immediately update the OwnerRez master calendar, be pushed across any API connections, and also be updated in any iCal Calendar Exports you have set up.
This will cause all your calendars in all your channels to be correctly updated. Depending on the channel, this might be visible as a booking, as a block, or a combination of the two, but the end result should be that the nights are all correctly blocked and unable to be booked by anyone else.
Changing the Charges
If you gave the extra night to your guest for free, you're done! Usually, though, you expect the guest to pay to extend their stay.
Changing the dates of a Booking in OwnerRez does exactly that - it changes the dates. It doesn't change any charges.
To do that:
- If this is an Airbnb booking, skip to the note in the section below.
- If this is a HomeAway or VRBO booking that is not using an API connection, log into your HA/VRBO control panel and request additional payment there.
- Otherwise, go to the Charges tab in the OwnerRez Booking and keep reading.
If you are not offering any special discount or additional services, click the "Reset to Property Rates" button. This will completely re-generate the rates based on your current rates. Be careful with this method, as it will completely recalculate all the charges based on your current rates. If the guest made the booking a while ago, they might have done so at older, lower rates; may have used some sort of discount; or may have selected additional services. These will be wiped out by the Reset, so only use this method if you know there is nothing at all different about this Booking.
If there is anything at all different about what this Booking should be charged, click the "Change" button. This will display a list of the current charges for the booking, which would reflect the original dates.
Normally, the recommended solution is to keep all the current charges exactly as they are, and add a new line entry for the additional day(s). Do this by clicking the green (+) button next to the first tax entry:
This will create a new, empty Rent line immediately above the taxes:
Enter the amount that should be charged for the extra night(s), and an appropriate description. Notice that, when you add the additional rent charge, your percentage tax lines will automatically update to charge the appropriate tax amount.
Collecting the Payment
If you have credit card information already on file in OwnerRez for this booking:
First, if you don't know if you do, go to the Booking's Transactions tab. If there have been any credit card charges, they'll be shown there, with a icon of the card and the last 4 digits of the card number. This indicates that a card is on file, and you can take an additional payment from that same card.
Once you have correctly modified the charges as described above, the Booking should show a balance due from the guest in red.
You can directly collect this amount via the Payments dropdown button, Collect Payment option. This will simply charge the code on file for the remaining balance, or a portion of it if you specify an amount.
Or, if the Booking is still a ways off in the future and there is a Scheduled payment still coming, you can just let the extra charges be picked up by that scheduled payment automatically.
If the guest paid you directly, but via some method other than a credit card:
You can request an additional payment from the guest by using the Request dropdown button on the Transactions tab shown above, and selecting "Request Payment". This will format an email to the guest asking them to pay what is due. They can do this via any acceptable payment methods that you have made available to them, and will be handled in the usual way.
If this is a booking from some other listing channel that handles all payments:
You will need to use that channel's method for requesting additional payments from a guest, after manually updating the booking charges in OwnerRez. When the payment arrives from the channel, you can record that in the Booking under Transactions, using the Payments dropdown button and selecting Record Payment. If the charges have been entered correctly, the Booking should end up showing a balance of 0.
You cannot change dates in OwnerRez and have Airbnb update them. The dates can only be changed in Airbnb's own system, even if you are using an API connection. Follow the instructions here. This will normally update the charges also.
Also, if you are using the Airbnb API, it does not support communication of resolution requests. You would need to manually update the charges in OwnerRez, keep an eye on the payment status in your Airbnb control panel, and manually record a payment under the Transactions tab when payment is approved. You can read more information about this process here.