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Documentation · Booking

How To Handle Customer Requests In Booking

What this does

This guide explains the Customer Requests page in Booking.

Use this page to review customer-requested booking changes and cancellations, then approve or reject them.

Before you start

  • Customer request behavior depends on your customer portal and booking policies.
  • If notifications are enabled, your resolution message will be sent back to the customer.

Steps

  1. Open Booking.
  2. Go to Customer Requests.
  3. Filter the list by:
  • status
  • request type
  • search
  1. Open the request row you want to review.
  2. Check:
  • the request type
  • the related booking
  • the customer reason
  • the requested changes
  1. Use Open Booking if you need to inspect the live booking before deciding.
  2. Click Approve or Reject.
  3. If approving a cancellation request, review any cancellation fee option that appears.
  4. Enter the Message to customer if needed.
  5. Save the resolution.

Why this matters across the suite

Customer requests are where the portal side of the product meets the internal operations side.

If this process is not reviewed carefully, the live booking record and the customer’s expectations can drift apart.

Common mistakes

  • Approving a request without checking the live booking first.
  • Rejecting or approving without leaving a useful customer message.
  • Forgetting that customer-facing policies and notification settings affect this flow.

What to do next

After resolving a request, confirm the live booking now reflects the correct outcome.

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