⏱ Estimated time: 2–5 minutes
👤 Role: Reception / Front Desk

What you’ll learn

• How to locate and edit an existing booking

• How to re-schedule bookings on the same day

• How to change booking dates or experiences

• How to handle additional payments if required

When should I use this?

Use this guide when a guest needs to amend an existing booking. This may include changing times, rescheduling to a new date, or switching to a different experience or package.

Before you start

• Confirm the guest’s booking reference or full name

• Check availability before confirming any changes

• Be aware of your property’s amendment and deposit policy

Step-by-step: Edit or re-schedule a booking

1. Open bookings

• Select Bookings from the navigation panel
  

2. Locate the booking

• Search using:

• Reservation number, or

• Guest name

• Select the booking reference to open the booking details

3. Enter edit mode

• Click Edit Booking in the top right

You can now make amendments depending on what needs to change.

Option A: Re-schedule on the same day

If the guest would like to change the time but keep the same date:

• In the summary panel, click Edit next to each guest
  

• Select new available times for the booking

• Confirm the updated time

💡 Tip: Always confirm availability before finalising the change.

Option B: Change the booking date

If the guest would like to move their booking to a new date:

• Select a new arrival and departure date
  

This will automatically unschedule the previous bookings.

• Proceed to re-book the guest by selecting new available times

• Confirm the updated booking

For full guidance on re-booking packages, refer to:
EMS – Reception – Creating a New Package Booking

Option C: Change the selected experience or package

If the guest would like to switch to a different experience:

• In the summary panel, click the X next to the current experience
  

• You will then be able to select a new package or experience using the standard booking flow

For step-by-step booking guidance, refer to:
EMS – Reception – Creating a New Package Booking

4. Handle additional payment (if required)

If the amendment results in a balance change:

• Click Proceed

• Take any additional payment required via the EPOS

If no additional payment is required, you will be returned to the booking details screen.

5. Send updated confirmation

After completing the amendment:

• Review the updated booking details

• Click Send Confirmation if required

• Select the appropriate template and send

Booking update complete ✅

The booking has now been successfully amended and updated in the system.

Common questions

Will changing the date automatically cancel the old booking?
Yes. When you select a new date, the previous scheduled elements will be unscheduled and must be re-booked.

Can I change just one guest’s time in a multi-guest booking?
Yes. Use the Edit option next to the relevant guest.

Will the guest be charged automatically if the price increases?
No. Any additional payment must be processed when you proceed.

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