Manage Booking Requests

When To Use This#

Use this article when staff need to review booking requests from the Bookings page. The Bookings page brings together requested bookings, upcoming bookings, readiness signals, booking details, and follow-up links.

Before You Start#

• Sign in to the business app and confirm you are in the correct business account.
• Confirm you are viewing the correct week or planning area before opening booking details.
• Confirm the staff member is allowed to approve, deny, cancel, or message from the Bookings page before they change a booking or contact a family.
• Follow approved business policy before deciding whether to approve, deny, cancel, reschedule, refund, or promise care availability.

Bookings Page Overview#

The Bookings page is the current place to triage booking requests and review upcoming booking work. Start with the summary cards at the top of the page. They can call attention to requests waiting on review, dogs booked today, blocked bookings, boarding watch items, and the week total.

Use those cards as a triage view. They show where staff should look next, but they do not define the business policy behind a booking decision.

Booking Requests#

Start with the Requests waiting on review lane when staff need to respond to new customer requests. A requested booking may show approve or deny actions when the booking is still waiting for a decision and the staff member is allowed to make that decision.

Review the request before taking action. Check the date, service, dog, family, visible status, and any attention details that might affect the decision.

Booking Details#

Open a booking card when the lane or summary card does not provide enough context. The detail view can show booking facts, dog and family information, contact context, readiness details, and links to related records.

Use the booking detail view to understand what the page is showing before making a change. If the visible information does not answer the policy question, leave the booking for an authorized reviewer instead of guessing.

Approve Or Deny A Request#

Use approve or deny only when the booking is still a request, the action is visible, and the staff member is allowed to approve or deny booking requests.

Do not use this article to decide whether a request should be approved or denied. Follow the business owner's approved booking, readiness, capacity, and customer-communication policy.

Cancel An Eligible Booking#

Use cancel only when the cancel action is visible for the selected booking and the staff member is allowed to cancel bookings. Some grouped or multi-day booking views may not show the same single-booking cancellation action.

Do not promise refund, credit, rescheduling, or availability outcomes from this article. Follow the business policy before making or explaining a cancellation decision.

Follow Up Before Taking Action#

Use Message Family, View Dog, View Family, or View Documents when the booking needs more context before a decision. These links help staff check readiness, contact details, household context, or document status without switching to unrelated work.

Use the Schedule page for day-of attendance work after a booking is on the schedule. Manage Day of Operations explains the day-of workflow.

If the booking appears blocked by readiness or document status, review the related document context before changing the booking. Manage Compliance explains how staff use the Documents page for that follow-up.

Keep follow-up messages factual. For example, say that a booking request is waiting for review or that more information may be needed when the page shows that state.

When Booking Actions Are Missing#

If approve or deny is missing, first confirm the booking is still a request and that the request has not already been handled.

If cancel is missing, first confirm the selected booking is eligible for cancellation from this booking detail view. Some booking types or grouped stays may need a different workflow.

If an action should be available but is still missing, ask an owner or admin to review the staff member's access on the Access page. They can use Manage Access and Invites to update who can approve or deny booking requests, cancel bookings, or send family follow-up messages.

If a booking appears blocked, review the visible readiness details and related dog, family, or document links before taking another action.