Booking lifecycle
Every booking goes through a series of states, from the customer’s submission through to closure.
The statuses
| Badge | Description |
|---|---|
| To process | New request received, awaiting handling |
| Awaiting response | Taken charge of, customer contacted, awaiting payment |
| Confirmed | Validated and synced to the PMS |
| Canceled | Canceled after confirmation (fees possible) |
| Expired | Not processed within the allotted time |
| Declined | Request turned down by staff |
Transitions
To process → Take charge → Awaiting response → Confirm → Confirmed
From Confirmed → Cancel → Canceled
From To process or Awaiting response → Decline → Declined
From To process → (time elapsed) → Expired
From Awaiting response → (arrival date passed) → Expired
Details by status
To process
New request submitted by the customer. First status.
Available actions:
- Take charge: contact the customer to confirm the booking and request payment
- Edit the details
- Decline directly (reason required)
Deadline: automatic expiry if not processed within the configured time (default: 48 hours).
Awaiting response
The request has been taken charge of. You have contacted the customer (email, phone, in person) to confirm the booking and request the deposit. The initial processing deadline no longer applies: the booking stays pending until the end of the arrival day (property time). Without confirmation by then, it expires automatically.
Available actions:
- Confirm the booking (with or without a customer reply, with a payment option)
- Edit the details
- Decline (reason required)
Confirmed
Booking validated and synced to the PMS. The customer receives a confirmation email.
Available actions:
- Cancel (reason required, cancellation fees possible)
- View in Apaleo (link to the booking in the PMS)
Canceled
Booking confirmed then canceled. The cancellation is reflected in the PMS. The customer is notified by email.
Terminal status: no action possible.
Expired
Request not processed within the allotted time, or left unconfirmed after the arrival date. The customer is notified by email.
Terminal status: no action possible.
Declined
Request turned down by staff. The customer is notified by email with the decline reason.
Terminal status: no action possible.
Automatic notifications
On each status change, an email is sent:
- To the customer: information on how their booking is progressing
- To staff: alert about the status change
See Preferences and notifications to configure your alerts.