Change requests are good news in disguise: the guest is still coming, and often wants more — an extra night, a bigger room, breakfast. The challenge is precision. Every change touches dates, prices and payments, and a vague reply ("that's fine, see you then!") is how you end up with a guest who expected one total and gets another at checkout.

The five most common changes

ChangeWhat to checkWhat the reply must state
New datesAvailability, rate rules (are changes allowed?), price for the new datesNew dates, old and new total, any change fee
Extra nightSame room free that night? Otherwise a room movePrice for the extra night; whether they change rooms
Different room typeAvailability, price difference per nightPrice difference per night and in total
More guestsRoom capacity, extra bed or cot, breakfast per personExtra cost per person/night, where the bed goes
Add breakfast, parking or other extrasPrice, whether it is paid now or at the hotelPrice and when it is paid

If the booking was made through an online travel agency, changes to dates, room or price normally have to be made on the platform. Extras paid at the hotel can usually be added directly.

Template 1: Change confirmed, with summary

Template: booking change confirmed

Dear [Guest name],

Thank you for your message — we've made the change for you.

Your updated booking:
• Booking reference: [reference]
• Dates: [arrival] – [departure] ([X] nights)
• Room: [room type]
• Guests: [number of adults / children]
• Extras: [breakfast / parking / none]
• New total: [amount] (previously [amount])
• Already paid: [amount] · Remaining: [amount], payable [at check-in / now via link]

If anything looks wrong, just reply to this e-mail and we'll correct it.

Warm regards,
[Your name]
[Hotel name]

Template 2: Possible — please approve the new price

Template: booking change with price difference

Dear [Guest name],

Thank you for asking! We can change your booking as requested:

• [Description of the change, e.g. new dates [dates] / upgrade to [room type]]
• Price difference: [+/- amount] ([amount] per night)
• New total: [amount]
[• Change fee according to your rate: [amount]]

Just reply "yes" and we'll update the booking and send you a confirmation.

Warm regards,
[Your name]
[Hotel name]

Template 3: Not possible as requested — offer an alternative

Template: booking change not possible

Dear [Guest name],

Thank you for your message. Unfortunately we can't make that exact change, as [we are fully booked on [date] / your rate does not allow date changes].

Here is what we can offer instead:

• [Alternative 1, e.g. other dates with price]
• [Alternative 2, e.g. different room type with price]

Let us know if either works for you, and we'll confirm it straight away.

Warm regards,
[Your name]
[Hotel name]

Template 4: Booked through an online travel agency

Template: OTA booking change

Dear [Guest name],

Thank you for your message. As your booking was made through [platform], changes to the dates or room need to be made there — via your account or the link in the confirmation from [platform].

[We can add [breakfast / parking] directly with us, at [price], paid at the hotel. Just reply "yes" and we'll note it on your booking.]

Warm regards,
[Your name]
[Hotel name]

Example: how BookingWatch answers

A guest who wants to add a night and breakfast. BookingWatch checks that the same room is free, applies the hotel's prices and replies with a full summary for approval:

When to hand the change to a person

Most changes follow your rules and can be answered straight away. A few need someone who can make a decision:

  • The guest asks you to waive a change fee or keep an old, lower price.
  • The change affects several rooms, a group or a conference booking.
  • The guest needs to move rooms mid-stay and has accessibility or family needs.
  • The request comes with a complaint about an earlier stay or a previous reply.

In those cases, reply quickly that you have received the request and say when the guest will hear back — then let the right person answer.

Best practice

  • Always summarise the whole booking, not just the change. The guest should never need to piece together two e-mails to know what they have booked.
  • Show the difference in money, not just the new total. "+€130" is easier to approve than a new number to compare.
  • Ask for a clear yes before changing anything that affects the price.
  • Upsell where it fits. A guest moving dates may like a better room; a guest adding a night may want breakfast or late checkout. One relevant suggestion, not a menu.
  • Update the booking system immediately, so housekeeping, breakfast and invoicing see the change.

Common mistakes

  • Confirming "no problem" without mentioning the price difference.
  • Charging today's price for new dates without telling the guest the price has changed.
  • Changing an OTA booking only in your own system, so the platform and your records no longer match.
  • Adding guests without checking the room's capacity or ordering the extra bed.
  • Forgetting to update breakfast numbers and parking lists after the change.