When Guests Ask for Changes

Guests often want to adjust something after seeing a quote — different dates, more people, another room type, or an extra. This article covers what you'll see when that happens and what to do.

What guests can ask to change

A guest can request a change at any point — while options are still being discussed, after the quote was sent, or even after they accepted it. Typical requests include:

• Different check-in or check-out dates, or a longer or shorter stay.
• A different number of guests, such as adding a child.
• A different room type or a different one of the presented options.
• Extras and services, like breakfast, a late checkout, or an airport transfer.

What you'll see in Brixa

Each conversation keeps a single live quote that reflects the guest's latest request, so the guest never juggles competing offers. When a change calls for new options or prices, an updated quote is prepared for the guest. Earlier options remain visible in the quote's history, so you can always see what the guest was offered before. See Quote Statuses for how each stage appears.

Making a change yourself

To apply a change a guest requested by phone, or to correct details yourself:

1. Open the conversation and edit the booking details — dates, guest count, room preferences, or extras.
2. Review the updated quote draft, checking prices and included items.
3. Send the updated quote to the guest.

Changes after acceptance

If the guest already accepted and then asks for a change, treat the previous acceptance as no longer standing: present the updated quote and have the guest accept it again. If a reservation was already created in your PMS, check whether it needs updating there too — see Handling Cancellations for the related teardown steps.

When a change needs your review

Some change requests are flagged for your attention rather than answered in the conversation — for example when nothing suitable is available for the new request, when the guest asks for special pricing or an exception to policy, or when the booking is already confirmed by the hotel and changing it is a business decision. Flagged conversations appear as described in When Brixa Escalates; review the request, then reply to the guest or adjust the quote yourself.