Guests wanted to change room

[Coln0]

Dear all. I have guests come in tommorrow and they booked the 2-person room. They just informed me that they are now coming in three. I do have a bigger room that can accomodate 3 of them. So I would like to know how can they change the room without cancel the current booking? As they are coming for 4-days, so if they switch room tomorrow without go thru Airbnb, I would have two room marked with wrong status. So what should I do? Any help appreciated.

[Jane82]

They can cancel. Then rebook the other room. 😀

[Coln0]

Thanks Jane. I just found that we can actually alter the booking and change to another listing. This is just perfect.

[Andrea9]

@Coln0

Best to call Airbnb and explain the plans too, otherwise guests will lose their booking fee for cancelling and be charged anew when booking again.

[Ralf5 · Accepted solution]

Hello @Coln0, @Andrea9, @Jane82,

in my opinion the best way to solve this issue is the following:

I assume you agreed already with the guest that they can have a bigger room for 3 persons for a higher price, if not just let them know and tell them that you are going to send them a modification request which they need to accept.

Then go to My Reservations, select the appropriate reservation, clíck on Change or Cancel, then on  Change a Reservation, after this the reservatioin details will show up, click on property and select the other (bigger) room and then adjust the number of guests in the field below, after this the new price should automatically come up for the bigger room with 3 persons. You also may override the price if you feel  you want to give them a discount.

If you can't get the guest's confirmation back before the check-in time, I then would contact the support and get them involved to fix this issue.

[Andrea9]

Thanks @Ralf5, Good to know about being able to adapt the listing choice in the booking change (I only have a single listing and wasn't aware of it).

[Ralf5]

You are welcome @Andrea9, I have 3 appartments in different price categories, so this is very helpful from time to time.

Also if you have more than one listing, there is a multi-calendar function available, which shows you all listings in a kind of spreadsheet.

[Chelsea18]

For some reason, when I try to change units, the alternative I want to select isn't showing up as one of the options.  This has happened with a few reservations.  Does it have something to do with whether I'm a co-host or primary?

[Moira51]

I have a large room & a small room listed.  I have found if I change the reservation from the small to the large room to accomodate more guests, it does not update on the website.  I actually received a double booking today so the situation does need to be looked into by Airbnb.