Handle Smoobu Booking Changes on WhatsApp

This recipe handles date changes and cancellation requests in chat. It finds the guest’s reservation in Smoobu, checks whether the new dates are free and leaves an internal note on the reservation for your team. Part of connecting Smoobu to WhatsApp and AI chat.

What happens today

A guest asks on WhatsApp to move their stay by two days. The person replying has to find the reservation, check the calendar, read the cancellation policy and ask the owner. The guest waits, asks again on Instagram, and gets two different answers.

The flow that works

AeroChat matches the guest to their reservation in Smoobu.
It asks what they want to change: dates, number of guests, or to cancel.
For new dates, it checks availability in Smoobu.
It explains your change and cancellation policy from the knowledge base.
It leaves an internal note on the reservation and hands it to your team to approve.

The recipe

Copy this into AeroChat

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

Find their reservation in Smoobu by phone number or email. If there is no match, ask for their booking number and the name on the booking. Only continue if both match.

Confirm the current dates, apartment and number of guests with them.

Ask what they want to change. If they want new dates, check availability for that apartment in Smoobu and tell them whether the new dates are free.

If the reservation came from a listing site, tell them changes must be made on that site, and stop there.

Explain our change and cancellation policy from the knowledge base, including any difference in price.

Add an internal note to the reservation in Smoobu with the new dates or the cancellation and the time of the request.

Tell them our team will confirm the change within four hours (example) and hand the conversation over.

Never confirm a change or a refund yourself. Never share a reservation with someone who does not match it. Reply in the customer’s language.

Change the confirmation time and the policy wording to your own before you paste it.

What to connect

Smoobu. Create an API key on the API keys page under Advanced in your Smoobu settings. Paste it in when AeroChat asks. AeroChat reads reservations and availability and adds internal notes.
Your knowledge base. Upload your change and cancellation policy to AeroChat so it explains the same terms every time.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Smoobu, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Smoobu’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

Who approves changes and cancellations.
Whether AeroChat records requests only, or your team lets it move dates on direct bookings later.
How a guest proves the reservation is theirs.

The result to expect

Every change request reaches your team on the right reservation, with the new dates already checked. Guests get a clear answer on availability and policy straight away, and your team only has to approve.

Measure it with your own numbers: time from change request to confirmation, and repeat messages about the same change, for a month before and after.

Next: take direct bookings in chat.

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 Smoobu connection behind it. See what each channel does on the Smoobu integration page.

Handle your first change request in chat

Paste the recipe, add your Smoobu API key, and ask to move a test reservation from your own phone.

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On Shopify? Install AeroChat from the Shopify App Store.