Booking requests — inbound public bookings

Reviewing Inbound Booking Requests

When a customer submits a booking request through your public booking link, it lands in the Booking Requests board for you to review. This is where you confirm the event — locking in the date and creating the event record — or decline and release the hold.

Getting There

Navigate to Bookings → Requests in the main menu. The board opens on the Awaiting tab by default, showing every request that's waiting on your decision.

Understanding the Board

Each card displays:

• Contact name, event type, date, time, guest count, and location
• Email and phone for the customer
• The customer's message, if they included one
• Deposit amount and whether it's held, paid, or not collected
• An indicative estimate if one was generated
• An SLA countdown showing how long you have left to respond — amber when under 6 hours, red under 1 hour, and "SLA lapsed — auto-releases" once the window has closed

Use the filter tabs — Awaiting, Confirmed, Declined, and All — to switch between views.

Confirming a Request

1. Find the request on the Awaiting tab.
2. Check the availability recheck status shown on the card to confirm the date is still clear.
3. Click Confirm to create the event. Once confirmed, a View event → link appears on the card so you can jump straight to the new event record.

Declining a Request

1. Click Decline on the card.
2. Optionally enter a reason — this is sent to the customer.
3. Submit to release the hold and notify the customer.

If Requests Aren't Showing Up

If you see a message saying *"Booking requests aren't enabled yet"*, your booking mode is set to enquiry only. Go to Settings → Availability and switch to Request to book or Instant book to start receiving public requests.

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Tip: After confirming a request, open the linked event to add a formal quote, assign staff, or send the customer a contract.