Request to Book Overview: Request to Book is a booking flow where guest reservations aren't confirmed instantly. Instead, the guest submits a booking request through the Booking Engine, which the property then reviews and manually approves or declines before the booking is finalised
Key Features
Bookings require manual review and approval before being confirmed
Gives properties greater control over which reservations are accepted
Reduces risk of accepting bookings that can't be fulfilled
Guests are notified once their request has been approved or declined
Option to set on Request permanently
Where do I find Request to Book feature in Channel Manager
Navigate to BE Settings
Login to extranet > Booking Engine > Settings > BE Settings
Scroll to 'Request Booking' feature
Check box to enable feature, you are then presented with 3 settings. Simply select the preferred setting and set Auto Cancel window
Permanently on Request - Instant confirmation not supported. The property always requires a booking request regardless of availability
Only when there is no availability - Request mode applies when inventory hits zero. Only rooms with 0 availability will have the Request option
Auto Cancel Response Window - By default, requests are set to automatically cancel after 24 hours. Properties have the option to extend this to a maximum of 72 hours.
SAVE
How does the Request to Book feature work
When inventory reaches zero, the room displays as "On Request" on the booking engine.
The booker submits a booking request.
Request booking emails are sent to both the customer and the property.
The request arrives into Channel Manager with Request status.
The property will then accept or deny the request from the booking details page or Action Menu.
On acceptance,
The booker receives a confirmation email
The status updates from Request to Confirmed in extranet
The booking is sent to the PMS.
When a request is denied,
The booker receives a cancellation notification
The status updates from Request to Cancelled.
The booking is not sent to the PMS
How to Accept or Deny a Request booking - can be done from bookings list page or within the booking
Navigate to Bookings module
Locate Request booking
Booking listing page - select Action menu > select 'Accept/Deny booking'
Within the booking - select 'Accept/Deny booking'
Select action to proceed with booking - email is triggered to property and guest based on selection
What to expect on the Booking Engine
Request availability only appears when a date has zero inventory.
Dates on stop sell are treated as firmly closed and are not eligible for requests.
Bookers cannot combine a confirmed booking and a request booking in the same cart. Requested bookings are clearly labeled as "on request" once added to the cart.
The "Book More" option is disabled from the booking details page.
Add-ons are hidden for ‘request’ bookings.
Credit card details are not collected at the time of request.
On booking engines with both confirm and request room types, once a confirmed booking is added to the cart, "Book More" only displays room types that currently have availability — request-only room types are excluded.