Overview: What are we talking about?
Once your customer submits a reservation request from the customer portal, it will show up on your Dashboard under the Requested Section. You then have several options from this point.
This article includes:
Helpful Hints: Before you begin.
- You can configure user groups of your choice to receive a notification when customers create new reservation requests: Left-hand Navigation: Reports & More » Groups. Choose group to receive notifications and then click the Actions Menu to Edit the group and turn on the Notification: New Reservation Request.
- You can have the system send a reminder within X amount of days prior to the reservation automatically. To do this, visit Left-hand Navigation: Admin » System-Wide Settings and turn on the Send reservation reminder email or Send reservation SMS settings.
How to: Accept or Reject Online Reservations.
Accept and Confirm
This means the reservation request is good to go and will not require future confirmation from the customer. It will not show up in the Unconfirmed
section prompting you to email or text the customer for confirmation prior to the reservation, and will appear in the Expected
section on the day that the customer is scheduled to check in. Once confirmed, the customer will receive an email letting them know that their reservation is confirmed.
Accept and Don't Confirm
This means that the reservation is good to go, but you want to require future confirmation from the customer. This means that it will show up in the Unconfirmed section 7 days before the pet is expected to check in. The purpose of this is to hold the spot on the calendar, but allow the business to confirm the reservation with the customer closer to the reservation date.
Add to Wait List
If you need to, you can add the reservation request to the wait list.
You can choose to allow customers to add their reservation to the Wait List from the customer portal, if your facility is at capacity for the requested date(s). To configure, navigate to Left-hand Navigation: Admin » System-Wide Settings and turn on the setting called Allow customers add to wait list.
You can also send customers an automated email or SMS when their reservation has been added to the wait list. To configure, navigate to Left-hand Navigation: Admin » System-Wide Settings
and turn on the setting called Send new wait list email
or Send new wait list SMS.
If you would like to reject the reservation for any reason, you can do that here. A window will pop up asking you to provide a reason for rejecting the reservation.
If you have the Send reservation request rejection email turned on, the customer will be emailed when you reject their reservation. To configure, navigate to Left-hand Navigation: Admin » System-Wide Settings.