Managing bookings

This article shows you the Bookings screen — how to find a booking, open it, and change its status when people arrive, leave, cancel, or do not show up.

In a hotel workspace

The list is still called Bookings in the menu. The people are called Guests, the spaces are called Rooms, and the dates column is called Stay. When you open one, the page is called Reservation, and the back link says Reservations.

Find a booking

1. Open Bookings in the menu. You see a list of bookings, newest first.
2. Use the filters to narrow the list:
   • State — for example, only Confirmed bookings.
   • Space — one space only. In a hotel workspace this filter is called Room.
   • From – To — a date range.
3. Press Apply filters. A small tag appears for each filter you use, for example “State: Confirmed”. Press the ✕ on a tag to remove that filter.
4. The list shows one page at a time. Press Load more at the bottom to see more. When you see “All bookings loaded.”, there is nothing more to load.

Each row shows the person, the space, when the booking is, its state, and the total. The person is shown by name. If the booking has no name, it shows their email.

Times show in the time zone of the space. A note under the list says “Times in” and your business time zone. If a space uses a different time zone, its time zone shows in brackets next to the time.

📸 Screenshot to add: the Bookings list with filters

Open a booking

Press View in a row to open its detail page. The page has these parts:

• Booking — the booking ID, where it came from, its state, and when it was last updated. A booking that is Awaiting payment also shows how long the hold has left, for example “expires in 12 min”.
• Attendee — the person’s Name, Email, and Phone. Press the email to write to them. Press the phone number to call them on a phone. A part with no data is not shown.
• When — the time zone, then Starts, Ends, People, and Quantity. All times use the time zone of the space. The page says “Times in” and the zone name.
• Space & price — the space and the Total.
• Record — when the booking was created.

📸 Screenshot to add: a booking’s detail page

Change a booking’s state

At the top of the detail page you see the buttons that are possible for this booking:

• Check in — the person has arrived.
• Check out — the person has left.
• Mark no-show — the person never came.
• Cancel booking — the booking will not happen.

Which buttons show depends on the state:

State	Buttons you see
Awaiting payment	Confirm — paid offline and Cancel booking
Confirmed	Check in, Cancel booking, Mark no-show
Checked in	Check out, Cancel booking
Any other state	No buttons. The page says no further changes are possible.

When you press a button, a box opens that explains what will happen. Read it. Then press the confirm button, for example Confirm: check in. To stop, press Never mind. This is your moment to stop if you opened the wrong booking.

Here is the life of a typical booking:

flowchart LR
  h["Awaiting payment"] --> c["Confirmed"]
  c --> in["Checked in"]
  in --> out["Checked out"]
  c --> ns["No-show"]
  h --> x["Cancelled"]
  c --> x
  in --> x
  h --> e["Expired"]

How to know it worked: the state on the detail page changes. A green message says the booking is updated.

You cannot undo a cancel or a no-show

After you cancel a booking or mark a no-show, you cannot reopen it from the dashboard. If the person still needs the booking, create a new one. See Creating a booking yourself.

Tip

If you are not sure whether to cancel or mark a no-show: cancel is for a booking that will not happen. No-show is for a person who simply did not come at the booked time. When in doubt, ask your manager or your operator contact before you confirm.

Cancelling does not refund automatically

Cancelling or marking a no-show does not send any money back to the customer by itself. If the customer already paid and is owed a refund, go to the Payments screen and refund them separately — see Refunding a payment.

Confirm a booking that was paid offline

A customer who books on your website is first held for 15 minutes. The booking state is Awaiting payment. If the customer pays by card, the booking confirms by itself. If the customer pays you in cash or by bank transfer, you must confirm it. If you do not, the hold ends. The booking becomes Expired and the time goes back on sale.

1. Open the booking. Its state is Awaiting payment.
2. Check that you have received the money.
3. Press Confirm — paid offline. A box opens and asks “Mark as paid by cash or bank transfer and confirm this booking?”
4. Optional: type a short Note, for example “Paid cash at the desk”.
5. Press Confirm booking. To stop, press Never mind.

How to know it worked: the state changes to Confirmed. A green message says “Booking confirmed — marked as paid offline.” The note is saved with the booking. The customer gets a “Booking confirmed” email, if the booking has their email.

• You can only do this while the hold is still running. After it ends, the button goes away, or the dashboard says “This booking can no longer be confirmed — the hold expired.” Create the booking again with Creating a booking yourself.
• Only a workspace admin can do this. For other accounts, the confirmation does not work.
• Pressing twice is safe. The second press changes nothing.

If the customer also pays by card

The customer may still have the card payment page open and pay it after you confirmed. The booking stays confirmed, and the card payment is not refunded for you. The payment shows on the Payments screen, and your webhook endpoint receives payment.succeeded. If you already took cash, refund the card payment there — see Refunding a payment.

Next steps

• Refunding a payment — send money back after a cancellation.
• Creating a booking yourself — enter a walk-in or phone booking.