Reservation Change Policy

Reservation Change Policy

InfoYou can configure the settings to allow customers to change their reservation and switch the payment method to prepayment on the reservation confirmation screen.
It is also possible to restrict changes to reducing the number of nights or rooms.
⏱ Estimated time: Approximately 10 minutes.
Alert
※ Supported only for TL Lincoln, TEMAIRAZU, RakuTsu, and tripla Site Controller.
※ Not compatible when the payment processing system is set to Tappay.

Where to Configure

Go to the facility management screen → Settings → Reservation Engine → Click on "Reservation Change Policy."


The following three settings can be configured:

  • Customer Information Changes ★ Checked by default

  • Change of Date, Room, or Plan ★ Checked by default

  • Allow Coupon Application

  • Change Payment Method (Switch from on-site payment to credit card prepayment)




Customer Information Changes

If you check Customer Information Changes, customers will be able to modify their information after making a reservation.


Warning
Notes

  • If this option is unchecked, a warning message will appear at the time of booking:
    "The guest's name cannot be changed after the reservation is made. Please be sure to enter the name of the actual guest."

  • After the reservation is completed, customers cannot change their information. (However, they can update their information when modifying their reservation.)

  • Reservations made before this setting was applied can still have customer information changed.



Change of Date, Room, or Plan

If this option is checked, the settings for [Reservation Change Cutoff Time] and [Reservation Change Scope] will be displayed. (This option is checked by default.)

  • If reservation changes are allowed, set the [Reservation Change Cutoff Time].

  • [Reservation Change Scope] has two options: No Restrictions and Restricted.

    • No Restrictions: Allows changes such as shortening/extending the stay, reducing/increasing the number of rooms or guests, changing the room type, and changing the plan (except for facilities using TL Lincoln).

    • Restricted: Only the specified changes will be allowed.


The system is set up to allow customers to shorten their stay even if there is no available inventory.
However, if the plan is no longer available for sale after the reservation change (e.g., due to being sold out or closed for booking), the change cannot be made.

Allow Coupon Application

If this option is unchecked, the "Apply Coupon Code" button will not be displayed on the customer's reservation confirmation screen.

When checked, customers will be able to apply a coupon on their reservation confirmation screen.


On the customer's screen, the following button will be displayed. When clicked, a coupon code entry field will appear.

When the customer enters a coupon code and clicks the "Apply" button, the discount will be applied.


Change Payment Method (Switch from On-Site Payment to Credit Card Prepayment)

If you check Change Payment Method (Switch from On-Site Payment to Credit Card Prepayment), the [Payment Change Cutoff Time] setting will be displayed.

If payment method changes are allowed, please set the [Payment Change Cutoff Time] accordingly.



Warning

  • For TEMAIRAZU, when deleting a room plan in a multi-room reservation, there may be cases where the options are not correctly sent to TEMAIRAZU.

    For TL Lincoln, information about the changes made will be linked to the remarks section in TL Lincoln.


Important Notes

  • If the following conditions are met, even if only the number of male/female guests is changed on the reservation confirmation screen, additional questionnaire items will also be linked as modified items. (This linkage occurs only once.)

    • The number of male and female guests can be entered.

    • Additional questions are displayed on the reservation confirmation screen.

  • For GMO card payments, changes cannot be made after 360 days from the reservation date.

  • If the number of guests is reduced or the stay is shortened during a reservation change, cancellation fees will not apply, even if the change falls within the cancellation policy period. (The cancellation policy will not be applied.)

    • If cancellation fees need to be charged even for guest reductions or shortened stays, please turn off the reservation change feature and ask customers to rebook instead.

  • When modifying a reservation, customers can specify and use points again, but previously used points will not be restored to their balance for reuse.

    • Example: If a customer has 3,000 points and uses 1,000 points for the initial reservation, their maximum usable points for reservation changes will be 2,000 points.

  • For facilities using TL Lincoln, even if the reservation change policy is set to "No Restrictions", plan changes are not possible.

  • When applying a coupon code after the reservation is completed, inventory must be available.

    • If the reserved plan is out of stock or no longer available for sale, the coupon code cannot be applied.

    • In such cases, customers must rebook a plan with available inventory before applying the coupon code.

    • If customers are unable to change their reservation, even administrators cannot apply the coupon from the management screen.

    • Instead of applying a coupon, adjust the price using the price modification feature in the management screen.

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