Manage Booking Requests

When To Use This#

Use this page 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 you are allowed to approve, deny, cancel, or message from the Bookings page before you change a booking or contact a family.
• Follow your approved business policy before deciding whether to approve, deny, cancel, reschedule, refund, or confirm 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 to 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 you 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 you are 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 rather than guessing.

Approve Or Deny A Request#

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

Whether a request should be approved or denied depends on your business policy, so it isn't decided here. Follow your 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 you are allowed to cancel bookings. Some grouped or multi-day booking views may not show the same single-booking cancellation action.

Refund, credit, rescheduling, or availability outcomes depend on your business policy, so they aren't guaranteed here. Follow your business policy before making or explaining a cancellation decision.

Create or Edit a Booking#

With the right access, you can create a new booking for a family and dog from the bookings drawer. The form adapts to the service — for example a grooming appointment time, boarding stay dates, or a daycare date and time. You can also edit an existing booking. Confirm the family, dog, service, and date or time before saving.

The create form also has a Special-hours exception reason field. You only need to fill it in when you deliberately book outside your published special hours — for example, an owner-approved after-hours pickup. Leave it blank for normal bookings.

Review Customer Change Requests#

Customers can ask to move an upcoming booking. Some change requests apply automatically; others arrive in a review queue where you approve or deny them (approving re-checks the new time, so an unavailable slot stays pending). Follow your business's process for approving changes; cancellation or fee terms are set by your business and aren't defined here.

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 you 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 you 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 your 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.