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How to handle counter-proposals from hotels ?

When booking a hotel on KOOB, a hotel may not have the requested room available and may send a counter-proposal instead. As a DMC, you can accept, modify, or decline the alternative offer.

✅ Counter-proposal status → The system automatically sets the booking to pending status.
✅ Instant hotel notification → The hotel is notified when the DMC confirms or declines the proposal.
✅ Flexible response options → The DMC can modify the room type, accept, or reject the counter-proposal.

🚀 Objective: Ensure seamless booking management by effectively handling alternative room proposals from hotels.

 

Understanding the counter-proposal process

The DMC makes an On Request booking

Before a counter-proposal can happen, the DMC must send a booking request for a hotel that does not have instant availability.

✅ This happens when:

  • The hotel does not have allotments available.
  • The hotel is not connected via Live Inventory (real-time availability).

 

  • The booking status is set to "On Request" (appears as SENT in KOOB).

 

📌 What happens next?

  • The hotel receives the request and can either Confirm, Refuse, or counter-propose an alternative.

 

  • If the requested room type is unavailable, the hotel can click Other proposal in the KOOB dynamic email. A pop-up window will then appear:

 

📌Note : Bookings made with Allotment or Live Inventory will not receive counter-proposals, as these bookings are instantly confirmed.

 

The hotel sends a counter-proposal

When the hotel cannot confirm the original request but wants to offer an alternative, it selects "Counter-Proposal" in KOOB.

✅ The hotel chooses an available room and proposes a new option.


✅ KOOB automatically updates the booking status to "Pending".


✅ The system notifies the DMC via email and updates the dashboard.

 

📌 DMC view in the KOOB dashboard

  • The booking moves from SENT (On Request) to Pending status.
  • In My Bookings, the booking now has a Pending tag, indicating a counter-proposal is waiting for action.

💡 Tip: If the hotel does not respond, the booking remains On Request until manually canceled by the DMC.

 

Receiving a counter-proposal

Since the hotel has now submitted a counter-proposal, KOOB updates the booking with a Pending status.

Steps to view the counter-proposal

  • Go to "My Bookings" in the KOOB dashboard.

 

  • Use filters to locate the pending booking.

 

  • Click on the pencil icon to open the booking details.

 

  • In the hotel response section, review the counter-proposal details.

 

 

💡 Tip:

  • The hotel may leave a note explaining why the original request was not available and what alternative is being offered.
  • For faster access to the booking, you can click on the "Access the details" button in the notification email you've received since the counter proposal of the hotel. 

📌 Reminder: Counter-proposals only occur for On Request bookings. If the booking was instantly confirmed via Allotment or Live Inventory, there will be no counter-proposal since availability is guaranteed.

 

Modifying the counter-proposal before confirming

A FINALISER - BUG PROD 

If adjustments are needed, such as changing the room category, follow these steps:

  • Click "Edit" in the booking details.

  • Select a different room category based on availability.

  • Ensure the room composition (pax) remains correct to avoid pricing issues.
  • Click "Confirm selection" to validate the changes.

  • Click "Save and send the request" to finalize.

📌 Note: Any modification replaces the previous request, and the hotel is notified of the updated booking.

 

Declining a counter-proposal

If the counter-proposal is not acceptable, you can decline it.

Steps to decline

  • Click "Cancel" in the booking details.

 

 

  • The system marks the booking as canceled.

 

  • The hotel receives an email notification.

 

  • You may proceed with making a new booking for another hotel.

💡 Tip: If the TO prefers another hotel, cancel the booking and search for alternative accommodations in the KOOB booking engine.

Tracking counter-proposals in My Bookings

Once a counter-proposal is processed, the status updates automatically:

Status Meaning
Pending The hotel has proposed an alternative option.
Confirmed The DMC has accepted the counter-proposal.
Canceled The counter-proposal was declined.

🚀 Next step: If the counter-proposal is rejected, explore alternative hotels in the KOOB marketplace.

 

Takeaways

✅ Counter-proposals only apply to "SENT" On Request bookings, not to instant confirmations.
✅ Pending status alerts DMCs when a counter-proposal is received.
✅ Flexible response options allow the DMC to accept, modify, or decline the proposal.
✅ Hotels receive instant notifications when a counter-proposal is processed.
✅ All changes are tracked under My Bookings for easy reference.

 

FAQ

Q: Can I modify the counter-proposal before confirming?
✅ Yes, you can change the room type or adjust pax details before accepting.

Q: Will the hotel be notified if I decline the counter-proposal?
✅ Yes, the hotel receives an automated email when you reject a counter-proposal.

Q: What happens if I accept a counter-proposal but the TO disagrees?
⚠️ If the TO disagrees, you must cancel the booking and make a new one.

Q: Does declining a counter-proposal cancel the entire booking?
✅ Yes, rejecting a counter-proposal automatically cancels the booking.

Q: Can I see the history of counter-proposals?
✅ Yes, KOOB logs all modifications in the history tab of the booking.

 

Related articles

📌 How to update a hotel booking
📌 How to cancel a hotel booking
📌 How to book a hotel (single booking)
📌 How to book a hotel from a client folder

🚀 Need help? Visit our KOOB Knowledge Base or contact KOOB Support for assistance.