Change Hotel Bookings from WhatsApp with Apaleo

Yes. AeroChat books directly into Apaleo. It finds the guest’s reservation, reads the price for the new stay and amends or cancels the reservation in Apaleo once the guest confirms, on WhatsApp, Instagram, web chat and every other channel.

This recipe handles “can I change my dates?”, “can I upgrade?” and “I need to cancel” in chat, with every change written to the reservation in Apaleo. Part of connecting Apaleo to WhatsApp and AI chat.

What happens today

Change requests arrive on WhatsApp and wait for the front desk. Someone searches Apaleo, checks the rate’s terms, checks the new nights, works out the price and replies. Each change takes several messages, and a cancellation that sits unanswered keeps a room off sale.

The flow that works

AeroChat asks for the booking number, or the name and email the booking is under.
It finds the reservation in Apaleo and reads the dates, room type, rate and cancellation fee.
For a date or room change, it reads the price Apaleo gives for the new stay and tells the guest the new total.
For a cancellation, it tells the guest what the rate’s terms mean for them, including any fee.
Only after the guest confirms, it amends or cancels the reservation in Apaleo and adds a comment with the change.

What it looks like on WhatsApp

Guest: Hi, booking PLMHXA-1. Can I stay one more night, until 23 January? (example)

AeroChat: Yes, your Superior Room is free on the 22nd. The new total for 3 nights is IDR 2,940,000 and your free cancellation until 17 January stays. Shall I extend it?

Guest: Yes please.

AeroChat: Done. You’re now staying 20 to 23 January.

In Apaleo: the same reservation now departs on 23 January with the new price, and a comment records the change made in chat.

The recipe

Copy this into AeroChat

When a guest asks to change or cancel a booking, follow these steps.

Ask for their booking number, or the name and email the booking is under.

Find the reservation in Apaleo. If it came from an online travel agency, tell the guest the change has to be made with that agency. Stop there.

For a date change or a different room type, check the price for the new stay in Apaleo. If the room is free on every night, tell the guest the new total and whether the cancellation terms change. If not, offer the nearest dates or another room type.

For a cancellation, tell the guest the cancellation fee Apaleo shows for their reservation, or that it is free, before they confirm.

Ask the guest to confirm. Only when they say yes, amend or cancel the reservation in Apaleo and add a comment: “Changed in chat by the guest” with what changed.

Send the new dates and room, or confirm the cancellation.

Never waive a fee or change a rate. Stays already in progress, group bookings and disputes go to the front desk with the details collected. Reply in the guest’s language.

To have a person approve every change first, add: “Do not change the reservation. Pass the request to the front desk with the details.”

What to connect

Apaleo. An account admin adds a custom app for AeroChat under Apps, then Connected apps, gives it access to your property with permission to read offers and reservations and to change and cancel reservations, and copies the client ID and client secret. Paste them in when AeroChat asks.
Your policies. Upload your change and cancellation policy to the AeroChat knowledge base, so AeroChat can explain it in the guest’s words.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Apaleo, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Apaleo’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Your change and cancellation terms for each rate, kept in Apaleo.
Whether AeroChat makes the change or passes it to the front desk for approval.
Which bookings always go to a person, such as groups, corporate rates or long stays.

The result to expect

Date changes and upgrades get handled while the guest is still in the chat, and cancellations reach Apaleo sooner, so the room goes back on sale earlier. Your front desk handles the cases that need judgment.

Measure it with your own numbers: the time from a change request to the updated reservation, and the share of changes handled without a person, for a month before and after.

Next: take direct bookings in chat. See also the hotel recipe for booking changes.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Apaleo connection behind it. See what each channel does on the Apaleo integration page.

Handle your next change in chat

Paste the recipe, add your Apaleo client ID and secret, and message your own number asking to move a test booking by a night.

Start your 7-day free trial. No credit card needed.

Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect Apaleo for you, free. See plans.