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How to modify or cancel an Experience Booking?

KOOB enables Tour Operators (TOs) to efficiently modify or cancel existing experience bookings. Easily adjust traveler numbers, hotel selections, or cancel reservations entirely—KOOB’s intuitive platform ensures smooth, transparent coordination with DMCs.

✅ Modify traveler details, dates, options, and accommodations 🔄
✅ Track booking changes transparently in history logs 📋
✅ Cancel bookings instantly within KOOB, notifying DMCs automatically 📩

🚀 Objective: Maintain flexibility and efficiency when adjusting or canceling experience bookings, reducing response time and improving communication with DMC partners.

 

📌 Quick Reference Table

Action How-To Steps
🔄 Modify Booking Open booking → Click "Update Booking" → Adjust details → Confirm
📋 View Booking History Open booking → Select "History" tab → View modification log clearly
❌ Cancel Booking Open booking → Click "Cancel Booking" → Confirm cancellation

 

🔄 Modifying an Experience Booking

  • Go to the Client Folder

 

  • Click on the “Experiences” tab

 

  • Use the 📝 pencil icon to edit or the 👁 eye icon to view details

 

  • If you want to add more travelers to an experience booking, first add them to the Client Folder so their PAX information is linked.

  • Access the booking details

 

  • Click “Update Booking”

 

  • You can change:

    • 👥 Pax count

      • Here, I add 3 pax instead of 2.


 

    • 📅 Dates
      • I change the dates from July to August:

 

    • ➕ Options

      • I change the options on specific days:

 

 

    • 🏨 Hotel selection:

I change some hotels on specific days

Suggested Accommodation

🏨 A hotel is suggested by the DMC (label: “Suggested by your DMC”)

Your DMC has indicated a suggested hotel, the World of Siam Hotel in Bangkok, but you can also access other suggested hotels on this day (in this example, 4 suggestions).

  • To do so, click "Select from marketplace"

 

  • A pop-up window will open, displaying other hotels suggested by the DMC for that day.
    • For each hotel, you will see the lowest available price along with the corresponding room type.
    • To select a hotel, click “Choose this hotel”

  • Once you have selected a hotel, the lowest available price and its corresponding room type are displayed for each day in the itinerary.

  • You can change the room type by clicking the room name with the pencil icon:

  • A room selection pop-up will appear, allowing you to select another room type and confirm:

 

Free Accommodation

  • If the DMC has not suggested or included any hotel for that day, click “Select from Marketplace” to browse KOOB’s full hotel database.

 

  • After clicking “Select from Marketplace”, a pop-up window opens with the day’s end location automatically prefilled, helping you avoid selecting hotels in the wrong destination.
    • You can use the available filters to refine your search and find the most suitable hotel.
    • The “From” rate, displayed in orange on each thumbnail, corresponds to the cheapest available room for the selected date.
    • The “Instant availability” icon indicates that the hotel can be booked instantly (via DMC allotment or Live Inventory Channel Manager).

  • Click “Choose this hotel” to select it

 

Book on my own Accommodation

  • You can also select “Book on My Own” if you plan to arrange the accommodation outside KOOB
    ⚠️ In this case, the DMC will not be liable If you choose this option:
    • You take full responsibility for booking the hotel outside KOOB

    • The itinerary will still display a placeholder for that night
    • The DMC will not be responsible for any logistics or issues related to this external booking.

 

  • At any time, if you want to modify the hotel selection, you can click on “Reset hotel selection”

 

Included and Alternative Accommodation

  • If the DMC has included a hotel in the program and its rate, it will be marked as “Included” in green.

 

  • The DMC may also define alternative (equivalent) hotels that do not affect the price.

"The hotels listed below are alternative hotels that your DMC may book if the initially chosen hotel is unavailable. You may not select them; they are only displayed for informational purposes."

 

Adding the experience to the cart and checkout

  • Once you have completed selecting your day-by-day options and accommodation, click “Add to basket”.
  • Global Options: These options apply to the entire experience, not just a specific day (e.g., private guide, Wi-Fi router, VIP access).

📌 Example:  Options can be per pax and options can be applied to the Global trip. For example here, the guide is per group, the private transfer is per pax. 

💡 Options help tailor experiences to your clients and increase booking value.

  • If global options are available, a pop-up window will appear, allowing you to add them to your basket before confirming.

 

  • Select the desired options and click “Save.”
  • If you do not wish to add any global options, simply click “Save” to continue.

 

Proceeding to checkout

  • Click the 🛒 cart icon (top right), then Checkout

 

  • Review all selected services (programs, options, hotels) in your basket:

  • Click “Checkout”

  • Once all options and hotels are selected, you will reach the final summary page before confirming the booking.

 

What you'll see on this screen:

  • 🧍‍♂️ Booking owner → Information about the main contact for the trip.

  • 🗺️ Tour summary and options → Itinerary recap, including day-by-day details.

 

  • 📅 Dates Experiences → Start and end date of the experience.

 

  • 📅 Dates Hotels → Start and end date of the hotel stay(s).

 

  • 👥 Number of participants → Based on the room and experience composition.

  • At this stage, you can review and adjust your room selections:
    • Click a room name to open the selection pop-up

 

    • Choose your preferred room category

    • Then click on Confirm to validate the room.

 

  • The 💰 price updates instantly in the Recap.

 

  • ✅ Access cancellation conditions via clickable links for each service

 

 

  • 📌 Top-right price recap → Always visible, automatically updated when you change rooms, add options, or apply discounts.

📌 Notes: Carefully check all selected services and pricing before proceeding. Use the scrollable recap on the right to verify totals.

  • Confirm guest information
    • Fields required:
      • Gender (dropdown)
      • First Name & Last Name
      • Date of Birth 📅

 

    • Optional (but recommended) fields:
      • 🛂 Passport number
      • 📆 Passport expiration date
      • 🌍 Nationality

📌 Note: If the booking is launched from a Client Folder, most guest data will be automatically retrieved and pre-filled from the folder.

  • Validate the cancellation policies by ticking the checkbox

  • Click Book to finalize
  • You will see this page to review the status of all your bookings:

 

The experience is now listed under the Experiences tab of the client folder:

 

⚠️ If there is a significant change in dates, number of pax, options/extra or even hotels and room types, the DMC and hotel(s) receive notification emails. 

Please note that if you change hotels, the cancellation emails go to hotel A to send a request or confirmation (instant availability) to hotel B. 

 

DMC notification BOOKING UPDATE email (Experience)

 

Hotel A notification CANCELLATION email

 

Hotel B notification BOOKING REQUEST email

 

⚠️ The TO and DMC also receive an email acknowledgement of hotel changes (cancellation, on request, confirmation), ensuring complete three-way transparency. 

 

  • Go to the Client Folder

 

  • Click on the “Experiences” tab. You will see that the previous booking status is “Replaced”, along with the status of the new booking:

 

  • Use the 📝 pencil icon to edit or the 👁 eye icon to view details

 

All modifications are saved in the History tab

 

❌ Canceling an Experience Booking

  • ⚠️ Review cancellation policies first

 

  • Click “Cancel Booking” from the booking details

 

  • Enter a reason for the DMC, click on Continue

 

  • The booking is successfully cancelled. 

 

  • KOOB notifies the DMC per mail

 

⚠️You have cancelled the booking Experience with the DMC.

  • In the Price Summary, the Experience line has automatically disappeared.
  • If any hotels were included in the cancelled program, don't forget to cancel them too in the hotel section of the Customer Folder. 

 

 

Communicating with the DMC

Use KOOB’s built-in tools:

  • 💬 Chat tab – Send direct messages to the DMC

 

  • 📎 Documents tab – Upload PDFs, guest info, or preferences

 

💡 Tip: The DMC is instantly notified of any chat message or booking update. 

More information : How to use the messaging system for hotels and experiences?

 

📋 Tracking Changes in the Booking History

 KOOB transparently records all booking modifications:

  • Open Experience Booking Details within your Client Folder.

  • Click the "History" tab.

  • Clearly view past modifications, including timestamps, user actions, and booking statuses.

 

📌 Example:
If change for an Experience were made, the history clearly shows who made changes and when.

💡 Tip:
Tracking all booking changes centrally helps manage client requests efficiently and avoids duplicate work.


Key benefits of KOOB’s modification & cancellation system:

✔️ Efficient Updates: Quickly modify experience details.

✔️ Transparent Tracking: Clearly record and view changes.

✔️ Instant DMC Notifications: Real-time updates streamline coordination.

✔️ Flexible Booking Management: Easily adjust travelers, dates, hotels, and options.

 

📌 Disclaimer : We strongly recommend creating all new experience bookings directly from an existing Client Folder.
Doing so ensures:

  • ✅ Automatic linking to the correct client itinerary.

  • ✅ Pre-filled traveler information, saving you time and reducing errors.

  • ✅ Centralized tracking, making management easier and more efficient.

Takeaways

✅ Easily adjust bookings with intuitive modification tools
✅ Transparently track all changes to avoid confusion
✅ Efficiently communicate modifications or cancellations with DMCs
✅ Review and confirm cancellation policies before proceeding
✅ Centralize management to simplify booking adjustments

 

FAQ

Q: What happens after I request a modification?
🟠 Major changes trigger an "On Request" status until the DMC confirms availability.

Q: Can I modify options after the initial booking confirmation?
✅ Yes, you can update options clearly through the modification process.

Q: Are modifications tracked ?
📋 Yes, changes appear in the booking’s History tab.

Q: How quickly is the DMC notified after canceling a booking?
📩 Instantly, ensuring real-time coordination and response.

Q: Can cancellations incur penalties?
⚠️ Yes, always check cancellation conditions clearly displayed before confirming.

 

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📌 Need help? Visit the KOOB Knowledge Base or contact KOOB Support 🚀