Self Service Modifications

The system will allow for various types of modifications:

• Date Changes - this feature is available if you have GuestStay or DBM
• Room Type & Rate Plan changes - this feature is available if you have DBM
• Extras (Upsells) - this feature is available if you have DBM

The above functionalities will be handled via a single feature toggle in Rezlynx PMS > Ini Settings > Reservations > Self-Service Modifications.

• Book a Table reservation - this feature is available if you have the ResDiary integration with the PMS

Benefits

• Improved guest experience with faster and smoother modification requests
• Fewer interruptions for hoteliers during the day
• More time for hoteliers to focus on other tasks
• Works for any direct booking, not only DBM
• Extras can be booked online for any booking, including OTAs
• Dedicated page for monitoring all requested modifications

How it works

The process for a guest to request a change on a reservation is simple:

1. Guest goes to the Guest Portal - see below how to share the portal with a guest
2. Guest sees an option to modify the booking
3. Guest selects the change and hits "Request"
4. Guest & hotelier receive an email confirming the request to change the booking
5. Hotelier decides whether the change can be done or not (this is a manual job, this functionality allows to request but does not do any changes to the reservation)
6. Hotelier modifies the reservation and notifies the guest about the decision

Important:

Some of this functionality depends on having cancellation policies configured, make sure you have done so.

Restaurant bookings will NOT be a request and will create the booking directly onto ResDiary as it feeds directly from the diary for availability.

What are the steps for me to enable the self-service modifications?

1. Review your cancellation policies: Ensure that your rate plans are assigned to the correct cancellation policies from the PMS under System -> Rates -> Rate Plans.
   • This will be necessary as dates can only be changed if the reservation is under the cancellation period.
2. Activate the self-service modifications: Navigate to PMS -> Ini Settings -> Reservations -> Enabled Functionality -> Self-Service Modifications and activate the new functionality.
   • Please note that in order to offer the possibility to book extras online, those need to be configured within our Distribution product (check this article for more details).
3. Share the link with your guests: Update your booking confirmation emails to include a link to this new functionality for any new bookings. If you use the PMS templates, you can use the new tag called "GuestStay - Manage booking" for that. Otherwise, if you use a 3rd party provider, use the link https://guest.eu.guestline.app/{YOUR_SITE_ID}
4. Check any modification requests made by your guests: Check regularly the new page called "Guests Self-Service" in the PMS to monitor which guests have requested a change online and act on those reservations that require your attention (accept or reject change).

How do guests access the portal?

The modification functionality is available under the Guest Portal.
There are different ways for a guest to get access to the portal:

• Any email including a link to GuestStay - most likely sent by the hoteliers via Rezlynx templates or a CRM
• The DBM booking confirmation emails which include a button "Manage my booking"
• Any Rezlynx templates including a new tag called "GuestStay - Manage my booking", which we highly recommend to add as part of confirmation emails

How does a hotelier know a guest has requested a change?

If the modification request is successfully done, an email is sent to the hotelier. The email address is the one defined in the PMS under Ini Settings > Site Information.

They will also appear under Guests Self-Service in the PMS that shows the status of all bookings that have a modification request. This page is also showing the self-service cancellation requests.

Last but not least, you will also find an in-tool warning when a guest has submitted a request that requires your action.

For further FAQ's please click here