A guest was supposed to check out today at 10 AM but requested a late checkout so we offered them late checkout of 2 o’clock. Then he asked if the night was available for him to stay an extra night. We said yes, and that he would need to revise his reservation to reflect the extra night and also update the number of guest as he specified two guests, but has had four guest. He never made the adjustment so at 2:30 we went to clean the place and noticed a vehicle is still there, but their boat is gone. We assumed they decided to stay the extra night that he asked about but just did not complete the request so we sent him the revised reservation for tonight but still have not heard from him. What should we do next?
A "change" request on a reservation can only be sumitted if the reservation is upcoming or active. After the official check-out time the reservation has finished. So how can you sent a "revised reservation" on an already completed reservation ?
Besides of that, i would not honour the extra night. You already have been there, cleaned the space.
So lock the doors and sent guest a message the reservation has ended (which the guest can also see for themself).
Likr Emiel I'm also not sure how you managed to send a revised reservation request to the guest in these circumstances @Buffy20 ?
When a guest considers extending it's good to explain that they must decide before the reservation ends, to be able to adjust the existing booking. A new booking means a new cleaning fee, which then has to be manually adjusted (or refunded in case of Instant Book).
I realise in this case the guest only started asking after the reservation had already ended, but I'm not sure what you sent then.
