Manage a booking for managers
In this article we are going to see the different status of bookings and what is expected from you, as a manager at each step.
Bookings may be initiated by various sources (Yourself or your Website, Channel manager, Partner agencies). Different status help you manage the bookings. Here below are the different status, their meanings and what can be expected from your team at each step.
All bookings are accessible from the Bookings tab. In some specific status, we highlight the bookings by adding a warning block on the top of the Dashboard. Just click on the boxes to access the bookings.
PENDINGPending is an exceptionnal status. You can see pending bookings in the squares at top of the dash-board and/or in the Booking list.
A booking will be on Pending when it comes from an Agency to whom you have not opened the “Direct Booking” in your back-office. This partner Agency can only create enquiries on your properties and will expect from you to confirm or refuse the booking and then modify its status accordingly.
You can change the status in the list on top of the booking page :
* If you accept the booking, you just have to change its status to “Option” or to “Hold” to enable the agency to confirm the booking in its back-office.
* If you do not or can not accept the booking, change the status of the booking to “Refused”
In anycase, for each booking, please use template email to confirm to partner the new status of the Booking.
NB : To avoid delays and to ease the functionnality of the platform, we recommend that you switch all Agencies to “Trusted” as soon as you can. This can be done in “Agencies” view, by switching the agency selector to green (“Direct Booking Accepted”).
OPTIONAn Option does not require any action from you, as a manager. A booking will be on an “Option” status when :
* an agency has made a single booking proposal to a customer (and is expecting confirmation and/or payment)
* a customer has made a request on an apartment on your website (your agency) and has not paid for it,
The Option is in the hand of the Agency and you should not modify it. The “Option” does not make any blockage of the calendar : the property remains bookable to all.
Options highlighted in top box on your dashboard. You may access to them in the “Bookings” tab.
HOLDHold means the property calendar is blocked for the specified dates. As it can be a critical status for a manager, Hold are shown twice on dashboard :
- Top blocks,
- HOLD table in the middle of the dash-board, showing some red alerts if the Hold lasts too long.
There can be several sources for a Hold status.
1- Your Website.
As soon as a customer confirms online payment of a booking, the status of the booking is switched to Hold (to avoid having another source booking the apartment in the same time).
It happens the payment is rejected. In principle the customer returns to the Booking page in his customer space, where he can cancel payment procedure (to switch booking back to Option). If he does not do it, the booking remains on Hold till you release it
2- A partner agency.
Such a Hold does not require any action from you, as a manager, as long as it does not last. A “Hold” should last a maximum of 2 days.
A booking will be on “Hold” status, when an Agency requires a short lead-time to finalise a complete trip (including accommodations, flight-tickets…) and get payment : for a short time the apartment is blocked for the required period.
If a Hold lasts, we recommend that you do not suppress the booking, but contact the Agency to inform that the “Hold” has come to end. They might require additional time and will inform you on their position.
=> If booking is confirmed, the agency will confirm payment and the booking will be automatically changed to “Confirmed” Status,
=> If booking is not confirmed, the agency will modify status of the booking to “Option“,
=> If the Agency or the customer does not answer, we recommend you change the booking to “Option” to release the apartment and keep the booking accessible for the agency.
3- A portal through the Channel manager.
CONFIRMEDA booking is in a “Confirmed” status when the final customer has confirmed his booking by paying the deposit (or full amount when it is a late booking).
This payment is received by an agency or your Agency by any mean (Transfer, Cash, Credit Card..). It can also be paid on-line on a distributing website.
Once payment is confirmed by Agency, the status switches automatically to “Confirmed” After receiving the confirmed booking, Agency or customer expect from you to confirm that you registered the booking and change the status to “Firm”.
We ask you to confirm systematically via email template “Confirmation Agency”, that you acknowledge the receipt of the booking.
This email will automatically be directed to the Agency if booking comes from an agency or to customer, if it comes from your website (or your Agency).
NB : Only when and if the status is switched to “Firm”, will the Agency or the online customer be able to fill-in informations on Arrival and Departure in the Back-Office or the website customer space.
FIRMOnce the booking is in Firm Status, the Agency, or the online customer, will fill-in the informations concerning the Arrival and departure dates and times (it is a part of the booking page).
These informations are necessary for you to organize your staff (for greeting and cleaning).
If you do not receive it on time, you can send a reminder to the Agency (or the customer) with the “Check-in info reminder” template mail. You should obtain this information at least 2 weeks before the arrival.
=> Affect greeter and cleaner to the booking (this can be easily done in the Checkin view and cleaning view),
=> Confirm to the Agency and/or to the customer, all informations concerning his arrival by using the template email “Check-in info”.It will confirm the address of the property booked, the name of the greeter and how to contact him, time for rendez-vous and any other information you might consider necessary.
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