Direct, Booking.com
Check to see if the requested dates are available on the properties calendar. If so, tell the guest it is possible
and find the rate on Felix - To quote price check calendar for daily/weekly/monthly rate + 3.3% booking fee.
If the customer accepts the quoted price add the calendar price to the rental amount line and the 3.3% to the booking fee/service charge line.
If it is a long stay, entering a black out for the period is a good idea to hold the booking until the guest has approved/declined. Be sure to tell the guest that these dates are blocked and to please get back to us as soon as possible. On the blackout please provide a detailed description with the quote inside to charge the guest if approved. Also include an expiry date on the offer.
Once the extension is confirmed by the guest seek approval for charging the credit card on file. If we don't have details on file send a manual payment link and put a note in payment notes with details with your initials.
If you're extending a booking.com booking PLEASE get their personal email and update in Felix & Duve so the temporary email does not expire.
VRBO booking extensions
Check to see if the requested dates are available on the properties calendar. If so, tell the guest it is possible and find the rate by going into Channel manager > VRBO/Homeaway > Mapping and select "View pricing data". To quote the customer, find the relevant dates, the price displayed will be the uplifted price that includes VRBO's fees, once you have found the uplifted cost add 3.3% to the amount for CC fees, this is your final quote amount. Once confirmed add the uplifted fee to the rental charge line and the 3.3% to the administrative fees charge line inside Felix.
To charge, seek approval for charging the credit card on file. If for any reason you don't have details on file, send a manual payment link and put a note in payment notes with details with your initials.
Airbnb booking extension
If the guest asks about an extension you can ask them to request it via Airbnb, the benefit to this is the rates are automatically calculated and the booking will get updated in Felix automatically. The only downfall/risk is they need to be quick to do so because the booking dates will not be blacked out.
Some property managers and guests will ask to go direct for a better rate. The process will be the same as
direct for calculating the rate. If they approve you will need to make a new direct booking. There a few things you will need to do differently. You will need to delete the cleaning fee, get a security deposit, and you will need in Duve to turn off check-out on the old booking and turn off check-in on new booking. This can also be done by linking both bookings into a group booking after the guest makes payment. PLEASE add in the notes "Booking extension, do not chase" with your initials to avoid confusion.
If you do not get a security deposit for the extension you will have no insurance against the entire booking, this is due to Airbnb's Aircover policy being void as soon as you extend outside of Airbnb.
Extending bookings with multiple rooms
If the booking you wish to extend is in a property that has multiple rooms, eg a hotel or apartment block. You may wish to shuffle around booking in order to extend a certain booking.
To watch a video on how to do this click here, or follow the procedure below.
To move a booking to another room there are two things you need to note. That the rooms are the same price, and that the check-in details haven't been released. If both of these match up, go into the booking you wish to move. Select Summary > Unit, there will be a drop down with multiple rooms available. Select the room you wish to move the guest to. From here it should automatically update the room on Duve.
If the guest is close to the check-in date and don't want to risk releasing the wrong access information, you can go inside the customers reservation in Duve and change the room there manually.