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Make changes to a Direct booking reservation

Updated today

Where to modify reservations

  • Direct booking reservations: Modify directly in SiteMinder through your Reservations page

  • 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

For eligible Direct booking reservations, you can modify:

  • General information: Changes to all options under the general section (including Check-in, Check-out and Arrival time)

  • Guest detail: 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.

What you cannot change

The Modify reservation option will be greyed-out for certain Direct booking reservations. 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

  • 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

Details that cannot be modified

Even when 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).

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

To modify certain reservation details for a Direct booking reservation:

  1. Go to the Reservations page.

  2. Find and open the direct booking reservation you want to modify.

  3. Click on the ellipsis button (three dots button) and select Modify reservation.

  4. Enter the verification code sent to your user account e-mail address.

  5. 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.

Note: For additional security, to modify a direct booking reservation, you will need to enter a verification code (one time password). The verification code is sent to your user account e-mail address. Once verified, your access expires when you log out, or after 15 minutes of inactivity.

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