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Until recently, when a guest wanted to change their reservation dates, add a night, or adjust the number of guests, they basically had two options: call the hotel or cancel and rebook. Both involve friction for the guest and operational costs for you.
Starting today, Mirai solves this at its core with one of the most comprehensive reservation modification systems on the market: guests manage their reservations autonomously, the hotel retains full control, and both your direct channel and loyalty program are reinforced.
Covers the modifications your guests need most
- Date changes
- Guest count adjustments
- Meal plan changes
… the three scenarios that account for over 70% of modification requests are now resolved autonomously by the traveler themselves, with zero intervention from your team.
Your guests will be thrilled: they can make changes in under two minutes
For a guest, modifying a booking used to cause huge friction: finding contact details, explaining what they need, waiting for a response…
And if they tried to do it online, the process was just as frustrating: checking if changes were allowed, realizing they had to cancel and make a brand-new reservation (with all the risks involved: price hikes, lost availability, etc.).
Now, they can solve it online in just a few clicks. On their reservation page, they indicate what they want to change, see the new price instantly, and confirm. All in the same flow—no calls, no emails, no waiting.
Improve your service, boost your direct sales.
Accepting modification terms is that simple.
Cut down on manual work (at zero extra cost)
Handling modifications manually takes time and effort from your staff: evaluating the change, reviewing rate terms, checking guest history, using a calculator to re-quote correctly, relying on subjective decisions, and risking human error…
All of that is over—at least for the vast majority of changes. Plus, there is no extra cost: Mirai’s guest self-modification system is included as part of the ongoing feature updates to our booking engine.
An innovative way to boost your loyalty program
We’re opening up a new way to add value to your loyalty club without compromising your ADR. Offer more advantageous modification terms to your program members, with options to differentiate by member tier. That extra flexibility —like allowing guests to modify a non-refundable booking under relaxed conditions— is a tangible perk that reinforces the value of joining your club beyond a standard discount, enhancing exclusive member-only benefits.
“Freezing” what the guest doesn’t change: a fundamental (yet rare) concept
Imagine a common scenario: a guest just wants to add or remove a night or a person. The right approach is to leave the remaining nights untouched, as long as they meet the rate terms.
This principle of “freezing” the nights they keep should apply even if your hotel is already fully booked for new reservations. They already secured those nights, and they belong to them—denying that modification wouldn’t make sense.
Seems obvious, right? Yet other systems and OTAs lack this intelligence. Applying this freezing principle has a major advantage: it allows us to process significantly more modifications, regardless of overall room availability. Last-minute modifications benefit the most from this protection, as they won’t depend on whether rooms are still available at the last minute.
Of course, whatever the guest adds to their reservation depends on availability, but only for that newly added part.
Smart quoting: guests only pay for what changes
When pricing the modification, we also apply this freeze-and-add principle. These three simple rules are the foundation of everything:
- Everything the guest reduces is subtracted from the price.
- Everything the guest adds is priced at current market rates, as if making a new booking.
- Everything the guest keeps is preserved, even if prices have gone up for new bookings or the hotel is fully booked. They don’t lose what they already secured.
If the requested change combines any of these three options, we merge the calculations to generate the new total reservation price.
For date changes, applying these premises is easy to understand:
- Do they want to reduce a night? It is simply deducted (provided minimum stay rules are met).
- Do they want to add nights? Those additional nights are charged at the current selling rate, subject to availability. (If the entire stay is shifted to completely new dates, the whole booking is re-quoted at current rates).
- If there are nights they are keeping, we don’t touch them.
For guest count or meal plan adjustments, applying the three principles works differently:
- Additions (an extra guest or upgraded meal plan) are priced at market rate… but only for the added portion (i.e., the current price difference between the two occupancies or meal plans).
- Reductions (fewer guests or lower occupancy) result in a deduction of that price difference.
- The base occupancy or meal plan remains untouched—acting as the baseline to which the difference is applied.
An extra layer of precision: respecting discounts and enforcing restrictions
Mirai’s system allows for countless layers of discounts or increments based on multiple rules. When quoting a change, we take all of them into account:
- Does the booked offer have associated conditions (advance booking, minimum stay…)? The modified booking must still comply with them.
- Does the reservation have a discount for being a loyalty club member, or even a specific tier? We respect it in the changes.
- Did they make the reservation with a promo code that doesn’t apply to the change? If they had a discount, they lose it.
For flexible bookings, modifications are effortless
By definition, a flexible booking can be canceled and rebooked. Nothing stops a guest from canceling for free and placing a new reservation under new terms.
If we add the fact that flexible reservations make up a large portion of bookings and require no decision or pre-configuration on your part, the result is that our system is an engine for processing flexible reservation modifications. If your property works with Mirai, you are probably already receiving them frequently.
Non-refundable bookings, great news: many changes work in your favor, and we know how to manage them
Wouldn’t you want to accept a modification on a non-refundable booking if the guest is adding nights, extra people, or breakfast?
Would you accept a date change if the total booking value doubles? Most likely.
When in doubt, doesn’t it make a difference whether the request comes at the last minute versus months in advance?
Wouldn’t you be more flexible with a repeat top-tier loyalty member than with a first-time guest?
You can combine all these factors to pre-set rules for non-refundable modifications. You set the guidelines, and we filter every request automatically.
You have three key levers:
- A minimum advance notice before arrival, so you can protect yourself from last-minute changes.
- A minimum amount after pricing the modification—for example, ensuring the reservation value doesn’t decrease. Fewer hard cancellations, without sacrificing your revenue strategy.
- Loyalty program membership and tier status.
On the Mirai extranet, you can combine these three variables to create scenarios where you are interested in accepting modifications on non-refundable reservations. You create them once and forget about them (or adjust them whenever you want, as many as you want—it’s entirely up to you).
It will work like this:
Guests don’t have to worry about losing their rate, and you capture more revenue on every non-refundable change.
Practical details
- Payments: for now, price differences from a modification must be settled once your guest arrives at your property.
- Not all modification requests can be processed. Complex minority cases are excluded for now: reservations with extras, agency or corporate reservations, modifications requiring an unrequested room or rate change, etc.
- Modifications, once confirmed, flow directly to your channel manager. Make sure your operations team is trained to handle them.
What you can do now
If you work with Mirai’s booking engine:
- You probably already have flexible reservation modifications activated and are already receiving them. Check it for yourself in the extranet (Conditions >> Modifications).
- Non-refundable reservations: We need you. You must configure in which cases you are interested in them and accept them. Otherwise, they won’t be allowed. Think about it, you have plenty to gain. We can’t do it for you, although you can discuss it with your account manager, who will be more than happy to advise you, explain your options, and suggest safe scenarios. This is managed in the same place on the extranet.
If you still don’t use Mirai’s booking engine, contact us and we will give you all the information you need.
