Booking requests from your website — approve, decline, offer another room

When a guest books on your TIOO website, the booking arrives as a request. You find it on Booking Requests in the menu, under Needs your answer. You also get an email and a notification.

Owners, admins, managers and receptionists can see requests. Owners, admins and managers can answer them.

Approve a request

1. On Booking Requests, find the request (press Details to see everything the guest sent).
2. Press Approve.
3. If you see Choose the door PIN (optional), you can type the door code yourself, or leave it blank for a random one.
4. Press Approve booking.

TIOO creates a confirmed reservation, emails the guest their confirmation, and makes the door code as usual if the room has a smart lock. If the room was booked in the meantime, the request says The room is no longer free and you can't approve it — offer another room or decline it.

Decline a request

1. Press Decline.
2. Type a Reason for the guest (optional), or pick one of the Common reasons.
3. Keep Email the guest ticked so the guest hears from you.
4. Press Decline booking.

Offer another room

1. Press Use another room and choose a free room.
2. Choose the price: keep the price the guest saw, or Use the new room's price.
3. Choose how: - Ask the guest first — the guest gets an email with the new room and price and can accept or say no. The offer is open for 48 hours. Press Send offer. You can take it back with Withdraw offer. - Move it now — for when you have already agreed it with the guest. Tick Approve it now and email the guest their confirmation to confirm in the same step. Press Move booking.

Instant book and unanswered requests

Owners and admins can press Settings on the Booking Requests page (Booking request settings).

• Instant book is off to start with, so every request waits for you. Turn on Confirm bookings automatically and a request is booked straight away when the room is free and the stay follows all your booking rules. Anything doubtful (another request for the same nights, a booking rule, blocked dates) still comes to you. With Arrivals sooner than and Stays longer than you can keep short-notice or long stays for your approval.
• Remind me after sends you a reminder when a request has waited that long (24 hours to start with).
• Decline automatically after declines a request nobody has answered and sends the guest a polite email (off to start with). The reminder must come before the automatic decline.

Press Save settings.

Note: When the arrival date has passed, a request can only be closed with Close request.

Answered requests are listed under Answered requests, with a search box.