How to manage ON DEMAND Bookings

When guests make a booking at a restaurant with the ON DEMAND booking system, those bookings need to be managed by the hotel staff to either confirm them or reject them. ON DEMAND bookings can be managed using 3 different channels:

1. In the CMS, in the Requests list inside the Activity tab.
2. In the emails the hotel staff will receive for each booking made at the restaurant. IMPORTANT: Remember that emails will only be received if the email addresses have been introduced in the restaurant’s booking configuration.
3. In the Staff App, in the Requests section.

Managing requests in the CMS:

Whenever a booking is made at a restaurant with the ON DEMAND booking system, the booking request will be sent to the CMS, and it will appear in the Requests list, inside the Activity tab. 

In the Requests list we can click on each booking request to either confirm or reject the booking. The guest will receive a notification on his phone informing him of the change of status of his booking.

To do this:

Route: ACTIVITY> REQUESTS

1. Look for the Request you want to manage. Unmanaged requests will have a “NEW” status, and will be highlighted in a light blue color.
2. Click on the “Edit” icon located to the right of the request you want to manage. The icon looks like a pencil writing on a piece of paper.
3. A pop up will be opened with detailed information about the request.
4. To manage the request:
1. Click on “Approved” to Confirm the request. You can also send a brief message to the guest typing it in the comments box. Click on “Save changes”. When you click on “Save Changes” the guest will receive a push notification in his phone informing him that the Booking was Confirmed and the comments you wrote (if any).
2. Click on “Reject” to reject the request. You can also send a brief message to the guest typing it in the comments box. Click on “Save changes”. When you click on “Save Changes” the guest will receive a push notification in his phone informing him that the Booking was Rejected and the comments you wrote (if any).
3. Finally, you can also send comments to the guest without changing the status of the booking. This is useful in case you want to ask the guest for more information (for example, to ask him if he prefers a table inside or in the terrace). To do this, type you message in the comments box and click on “Send Message”.

Managing requests via email:

When you configured the restaurant with the ON DEMAND System you introduced one or several email addresses. Whenever a booking is made at this restaurant, an email will be sent to each one of those email addresses. You hotel staff will be able to confirm or reject the booking within that email.

Please note that the email will be sent in the hotel’s default language, which will normally be english. 

To manage an ON DEMAND booking via email:

1. In your email inbox, look for the email sent by STAY and open it. 
2. The email contains all details about the booking (guest who made it, room number, check in and check out dates, date and time of the booking…).
3. Click on the “Manage Booking” button. You will be taken to a website.
4. In this website you will be able to Confirm or Reject the booking, as well as send a message to the guest. To do this:
1. Click on “Confirm” to Confirm the request. You can also send a brief message to the guest typing it in the comments box. Click on “Send”. When you click on “Send” the guest will receive a push notification in his phone informing him that the Booking was Confirmed and the comments you wrote (if any).
2. Click on “Cancelled Booking” to reject the request. You can also send a brief message to the guest typing it in the comments box. Click on “Send”. When you click on “Send” the guest will receive a push notification in his phone informing him that the Booking was Rejected and the comments you wrote (if any).
3. Finally, you can also send comments to the guest without changing the status of the booking. This is useful in case you want to ask the guest for more information (for example, to ask him if he prefers a table inside or in the terrace). To do this, type you message in the comments box and click on “Send” without selecting “Confirm” or “Cancelled Booking”.

Managing requests with STAY’s Staff App:

If your hotel staff has STAY’s staff app on their phones they will be able to manage ON DEMAND bookings with it. To download STAY’s Staff App use one of these links:

iOS: https://apps.apple.com/es/app/stay-staff/id1510530215

Android: https://play.google.com/store/apps/details?id=es.mobail.staff&hl=en_US&gl=US

If they log in with the same email that they introduced in the restaurant’s booking configuration, they will receive a push notification in the Staff app every time a booking is made for the restaurant. If they log in with any other email, they will not receive push notifications, but they will still be able to manage bookings in the Staff App. To do this: 

1. Log in to the Staff app with the same user name and password you use for the CMS.
2. If you’re managing more than one hotel with the Staff App, look for the hotel you want tapping on the “Search Hotel” icon wich looks like a magnifying glass. If you’re only managing one hotel, you can skip this step because the app will already have opened this hotel. 
3. Tap on the “Requests” section. 
4. Look for the booking you want to manage and tap on it. You will see detailed information for the booking.
5. Tap on the “Manage” button and:
1. Tap on “Approve” if you want to accept the booking and confirm it. Write a comment in the comments field if you want to send comments to the guest. Tap on the “Save Changes” button.
2. Tap on “Reject” if you want to reject the booking. Write a comment in the comments field if you want to send comments to the guest. Tap on the “Save Changes” button.

The guest will receive a push notification informing him of the change of status of the booking, as well as the comments if you sent him any.