How to Manage OTA Cancellation/Change Requests?

“I bought it from Booking but I want to change the date, what do I do?” and “Can I cancel without paying a penalty?” phrases are the two most typical beginnings of OTA calls. Although these calls technically seem like a “transaction”, they are actually a test of trust and fairness for the guest: is the hotel responsible or the OTA; What's the rule? Are there any exceptions? Good booking support line here; It verifies the OTA Reservation record in the PMS, explains the Cancellation Policy / Modification Request limits calmly but decisively, and offers the solution in a single flow without causing the guest to ping-pong between the hotel and the OTA.