Changing a booking

You can change a booking’s dates, pitch type and the guest’s details. When the stay changes, PootlrHost works out the new price for you.

Changing dates, pitch type or guest details

1. Open the booking and choose More › Edit booking.
2. Change the Guest name, Email or Phone, the Arrive and Leave dates, or the Pitch.
3. If you changed the dates or pitch type, the new total shows before you save, with what it was. Both include the service fee, as the guest sees them.
4. Leave Email [their first name] to tell them what’s changed ticked to let them know, or untick it.
5. Tap Save changes.

If the booking’s pitch is taken or blocked on the new dates, you’ll be told: choose other dates, or move the guest to another pitch first. If the whole pitch type is full on the new dates, nothing changes. A bigger party than the new pitch type takes can’t be moved onto it.

If the new dates break one of your booking rules, such as a minimum stay, you’ll see which. Those rules are for guests booking online, so tap Save anyway to go ahead.

Moving to another pitch type lets go of the pitch number, as each type has its own. Choose a new one on the calendar afterwards, under Put them on.

Moving to another pitch

To keep the dates and move the guest, choose More › Move to another pitch. The calendar opens on the booking, and you choose from the pitches free for the stay. See The calendar.

Moving to another pitch type, or off a pitch the guest chose themselves on your site map, asks first, with the box to email the guest ticked. Swapping a guest to another pitch of the same type that they didn’t choose doesn’t email them.

How the price changes

When the dates or pitch type change, the stay is priced again at your prices now:

• the nights are priced afresh
• extras charged per night are charged for the new number of nights, and one-off items stay as they were
• on a per-person pitch type, the party is charged at that type’s prices
• a percentage discount is taken off the new price, and a fixed discount stays the same (but never more than the nights cost).

Changing only the guest’s details leaves the price alone.

Money owed or overpaid

Whatever the guest has already paid counts towards the new total, service fee and all. If you marked it paid, it’s what they paid you then.

• If the price goes up, the difference is added to what they still owe. Collect it on arrival, or tap Send payment link. If they’d already paid you in cash or by bank transfer, collect the rest the same way and tap Mark as paid again.
• If the new total is less than they’ve paid, the booking shows how much they’ve overpaid. If they paid by card, refund it from the booking itself: under Money, tap Refund deposit, Refund balance or Refund payment. If they paid another way, like cash or bank transfer, pay it back to them yourself. See Refunds.

What the guest is told

When you change the dates, pitch type or price, PootlrHost emails the guest unless you untick the box to email them. The email says what changed and what it was before, their new total, and anything they still owe or that you’ll refund. It’s listed on the booking as Booking changed.

No email goes if the booking has no email address, your site isn’t live yet, or the guest booked on another site and you haven’t switched on Email and text guests who booked on other sites. Their stay page always shows the booking as it is now. To add a note of your own, write to them under Messages and activity on the booking (see Messages).

Good to know

• You can’t change the number of guests or the extras after a booking is made, or type in your own price.
• To change their answers to your questions, tap Change next to Their answers.
• Cancelled, no-show and finished stays can’t be changed.
• Your booking rules, like a minimum stay, warn you rather than stop you, the same as when you add a booking.
• A booking from another booking site, like Pitchup or Airbnb, belongs to that site. Change its dates or pitch type there, and PootlrHost follows at the next sync. You can still move it to another pitch of the same type here.
• On a Pitchup booking brought in with an API key, Pitchup keeps the guest’s name, email, phone and notes up to date too, so More › Change on Pitchup explains where to change them. On other sites’ bookings you can change the guest’s details here.