Where to modify reservations
Direct booking reservations: Modify directly in SiteMinder through your Reservations page. Note that not all direct bookings can be modified
Channel reservations: Bookings for channels (OTAs) cannot be modified in your platform. You must log in to each channel's extranet or contact their support team to make changes. Contact the channel's support team if you need assistance
Required settings for modifying Direct booking reservations
Modifications for Direct booking reservations are only possible if both the property cancellation settings and the specific room rate cancellation settings have "Allow guest cancellation" set to "Yes".
What you can change
You can only modify a Direct booking reservation that meets the required conditions. If the Modify reservation option is greyed out, or you get an error when trying to modify, the reservation can't be changed. For eligible direct bookings, you can modify:
General information: Changes to all options under the general section, including Check-in, Check-out and Arrival time, as long as the reservation meets certain conditions. For example, it has not been booked on the same day the guest checks in, is not within the cancellation penalty period, and uses a rate that allows modifications
Guest details: All options under the guest details section, except for the main guest's name
Payment summary: Credit card details (admin users only)
Notes and preferences: Add comments visible to guests in confirmation emails
Your guests can also cancel or change certain details for their reservations themselves, if the reservation is outside your cancellation penalty window, and you have enabled cancellations.
Why can't I modify a Direct booking reservation?
You can't modify a Direct booking reservation, and the Modify reservation option will be greyed out if the reservation does not meet certain conditions.
The reservation cannot be modified if it has:
A room rate that doesn't allow guest modifications (both the property cancellation settings and the specific room rate cancellation settings must have "Allow guest cancellation" set to "Yes")
A check-in date in the past, or if it has been booked on the same day a guest is going to check in
A suspended or deleted room rate
An associated extra that cannot be modified
Reservations with rate plan inclusions
Multiple room types in one reservation
Already cancelled reservations
Reservations currently within the cancellation penalty period (even if they have cancellation allowed). For example, if bookings are non-refundable within a week of check-in, modifications are blocked during that week
Multiple room types in one reservation
Why do I see an error when modifying a reservation? If you try to modify a Direct booking reservation and the Modify reservation window opens but shows an error when you save, such as "Something went wrong, we could not load the reservation details. Request failed with status code 400.", the reservation doesn't meet the conditions required to be modified. Check the reservation against the conditions above before trying again.
Which details you can't change when modifying
Even when you can modify a Direct booking reservation and the Modify reservation option is available, you cannot change these details:
Room rate booked
Main guest name
Changes that conflict with the included occupancy and release period set on the room rate level
Changes that conflict with the room rate, availability, and restrictions set on your inventory: minimum stay, maximum stay, stop sell, close to arrival (CTA), or close to departure (CTD)
Number of rooms booked in the reservation
Note: You'll receive an error message when changing check-in or check-out dates to dates that have:
No availability
A stop sell applied
A closed to arrival (CTA) or closed to departure (CTD) applied
Invalid date selections (past dates, check-out before check-in)
Exceeding occupancy limits
How to modify a Direct booking reservation
⚠️ Before you start:
some Direct booking reservations can't be modified.
If the Modify reservation option is greyed out or you get an error when trying to modify, the booking can't be changed.
This happens for example: when the reservation has a check-in date in the past, a suspended or non-modifiable rate, multiple room types, or is inside its cancellation penalty period
You can modify a Direct booking reservation only if it's eligible.To modify an eligible reservation:
Go to the Reservations page.
Find and open the direct booking reservation you want to modify. For Direct booking reservations, the ID will look like BBN-BB123456789123 / BBE-123456789123
Click on the ellipsis button (three dots button) and select Modify reservation. (if this option is greyed out, the reservation can't be modified).
When prompted, verify with MFA.
Update applicable details and click Save.
Once you save the changes, the reservation will be marked as "modified" and your guest will automatically receive a modification e-mail.
Notes:
For security, to modify a direct booking reservation, you will need to verify with multi-factor authentication (MFA)
To see what changes were made to a reservation, compare the original confirmation email with the modification email sent to the guest, as there is no change log available in the system.