Operational Update: Rebooking Payment Schedules

Very excited to announce a booking amendment feature release for payment schedules. This highlights the work that @Sean Novis and the team are doing to continuously improve this feature. 

Currently, this release is only available to single room orders, with multi-room orders in the pipeline. The below outlines the changes and has also been added to the Payment Schedules Knowledge Article

Booking Amendments

We now have the ability to change or extend dates without paying the full balance, previously, customers needed to pay off their full balance before doing this.

🛑 Please note: this is only available for single room bookings only. Multi room orders must have the full balance paid off prior to changes. 

❓Date Changes

Customers can change dates to a date earlier or later than their current check in date. We just ensure that final payment is taken at least 60 days before check-in. Meaning the instalment frequency may change if the check in date moves, to ensure the booking is fully paid. 

❓Date Extensions or Dates Incurring Surcharges
 The Payment Schedules dynamically update based on the check-in date and amount. We require the customer to pay 50% of the increase now, and the rest over the instalments (keeping with the original schedule). 

Example:

Customer purchases a $1000 package using a deposit + monthly instalments, with check-in in June. In the original schedule, customer would pay $500 now, and $100 each month for 5 months. Now, they change their dates to July, with a surcharge of $400. 

• They will pay $200 of that surcharge now (50%)
• The amount owing has become $500 (remainder of original schedule) PLUS $200 (remainder of surcharge) = $700
• The schedule is monthly instalments, meaning the customer now has 6x instalments (instead of 5x) to pay $700, meaning they pay $116.67 per month
• These changes are reflected in My Escapes and Admin Portal 
• Likewise, if they moved check-in to May with the same surcharge, they would pay the $700 across 4 months, $175 per month

------------------------------------------------------------------------------------------------------------------------------Update to the above Sent on 14th January 2026

Minor explanation error in the original loom - please see updated loom below.  

I have added to the KA along with the below terminology explanations. 

Payment Schedule Status: 

• In Progress: Payment schedule is ongoing
• Completed: Booking schedule is complete and fully paid 
• Cancelled: Payment schedule is cancelled (booking should be too)
• Pending: Payment instalment is a pending transactions
• Paid: Payment instalment has been paid

Initial Amount vs Total Amount: The initial amount is the original value when the payment schedule was set up and the total amount is the value after any changes. The initial amount and the total amount will be the same if no changes have been made. 

• Initial Amount (Booking): Is the amount of the original booking value 
• Total Amount (Booking): Is the amount of the active booking value. ie. Booking made is $3000, customer changes dates with $200 surcharge, total will now show $3200 
• Initial amount (instalment): Is the amount of the repayment initially (ie $150 x 10 weekly instalments)
• Total amount (instalment): Is the amount of the repayment now (ie 160 x 10 weekly installments) 

Balance Amount: This is the value that is outstanding, it will continue to reduce as the pending payments are made. 

Total Paid: This is the total amount paid to date, it will continue to increase as the pending payments are made.

Retry Attempts: How many times the payment instalment has attempted to charge 

Date Changes/ Night Extensions

Any questions, please reach out to your TL.

📧 This was also communicated via email on 13th & 14th January 2026, titled “Rebooking Payment Schedules FEATURE RELEASE” sent by Riley L (Customer Experience Operations Leader).