How to set up the on-demand booking system for a service

Overview

The on-demand booking system allows guests to make reservations, requests, or orders that require manual management by staff. This system works differently depending on the feature:

1. Reservations with specific date and time

This applies to features that allow making bookings for a specific date and time (for example, booking a restaurant table for Friday at 20:00, a room service order for Wednesday at 8:00, or a paddle court for Sunday at 10:00).

• Features: Restaurants, Spa, Room service, Sports, Tours, Pools, Attractions, and Balinese beds.
• Staff management: Staff members manually approve or decline each request submitted by the guest. The statuses can be Accepted or Rejected. To learn more about these aspects, see the article How to manage bookings with the on-demand booking system (link).

2. Immediate requests

This applies to features that allow making requests that need to be addressed as soon as possible. Once requested, guests expect resolution right away (for example, requesting an amenity set to be brought to the room, or reporting a TV issue).

• Features: Amenities, Issues, Housekeeping, and Laundry.
• Staff management: Staff members track and handle the request through different operational statuses. The statuses can be New, Pending, In progress, or Solved. To learn more about these aspects, see the article How to manage bookings with the on-demand booking system (link).

The configuration for both variants is practically the same and is covered throughout this article.

Before getting started

Before configuring the on-demand booking system, ensure that:

• You have access to the CMS and the corresponding feature.
• You know the time intervals and maximum advance time you want to allow.
• You have prepared the email addresses of the staff members responsible for managing requests.

Step-by-step guide

Step 1: Enable the on-demand booking system

1. Navigate to Content and select the corresponding feature.
2. Hover over the service to configure and click Edit.
3. Go to the Hours & booking system tab.
4. Select On-demand booking system.

Step 2: Define the opening hours

1. Define the time intervals and the days of the week the service will be open.
2. Enter a name for each interval.
3. If the service operates 24/7, check the Open 24h box.
4. Click Save changes.

Step 3: Set up booking intervals

1. Turn on the Bookable switch for the desired intervals.
2. In the Frequency field, define the pacing by which booking times are offered to customers (in minutes).
3. Optional: If the service has a fixed price per person or booking unit, enter it in the Price field. The price will be displayed to guests when making a reservation.

Step 4: Set up offers (optional)

1. Click the Activate offer check box.
2. Enter an offer description in all available languages (click the flag icon to add translations).
3. Enter the offer price.

Step 5: Configure advanced options

To access additional options, activate the Advanced options switch.

• Maximum advance booking time: Set the maximum number of days guests can book or place an order in advance.
  • Example: If set to a maximum of 2 days in advance, dinner requests for a Wednesday can start on Monday.
• Minimum advance booking time: Define the minimum number of minutes required before making a reservation or order. Choose between the service opening time and booking time as a reference.
  • Example: If set to 120 minutes before booking time, and it is now 17:00, the earliest bookable time will be 19:00.
• Booking unit: By default, bookings are made according to the number of people. If guests should book tables instead of people, select Custom and enter “Tables” in the text field. Click the flag icon to add translations.

Step 6: Customize automated responses

• Automatic response for pending bookings: Enter the message guests receive when the request is pending.
• Confirmation message after booking: Enter the message guests receive when the request is accepted.
• Booking button text: Customize the text displayed on the Book button in the app (keep it short, ideally one word).
• Comments field text: Customize the instructions shown above the comments box when guests make a reservation or order. Example: “Please indicate if you prefer a table inside or outside.”
• Message indicating no availability: Customize the text displayed when there is no availability.

Step 7: Configure cancellation policy (optional)

• Enable booking cancellation policy: If a cancellation policy should be displayed, activate this switch and enter the policy text.
• Enable Acceptance of the cancellation policy is mandatory checkbox: If activated, guests must check this box to acknowledge the cancellation policy before booking.

Step 8: Add exception days (optional)

Exception days can be set to override the regular schedule. This feature is useful when the service hosts a private event or needs to close for maintenance during specific hours on a given day.

To configure exception days:

1. Click on Exception days (blue link). A window will open to add dates with modified hours or mark the service as fully closed for the day.
2. Click on the date field to open the calendar and select a date.
3. If the service will be closed all day, check the Closed box.
4. If the service will remain open for part of the day, click Add interval: define the time interval and assign it a name.
5. Enable the Bookable switch to allow reservations or orders during this period.
6. If needed, add more intervals for that day.
7. To add another exception date, click Add exception day.
8. Close the window and click Save changes to apply the configuration.

Step 9: Define restrictions (optional)

There are restrictions that can be applied depending on the service:

• Limit the maximum number of people per reservation: Guests will not be able to book for more than the specified number of people. Limit it based on the number of guests per room or set a specific maximum number of people per reservation.
  • Important: The value related to the number of guests per room can be used if the PMS is integrated with STAY and sending this data. Otherwise, this restriction cannot be applied.
• Limit the maximum number of reservations per room: Guests will not be able to use this service more than the specified number of times per day.
• Max. number of products per order (for ordering services).
• Set the maximum number of reservations per room based on the length of stay:
  • Example: For a 3-day stay, a total of 5 reservations or requests are allowed.

To apply any of these restrictions, click the activation toggle next to the desired option and enter the corresponding number.

Step 10: Assign staff for booking management

1. To add the Emails of the staff members who manage bookings for this service section, click Add email.
2. Enter each email address individually and press Enter.

Staff members will receive an email notification when a guest submits a booking or a request.

Step 11: Define notifications options

Set up notifications for staff if a reservation or request has not been handled after some time and if a reservation is canceled.

• A reminder can be set some time after the first notification.
• A notification can be sent to a supervisor if a reservation is canceled.

Step 12: Save changes

Once all settings are configured, click Save Changes to apply them.

Next steps

Learn how to manage the system with the article How to manage bookings with the on-demand booking system (enlace).

Need further assistance?

If you have additional questions or require further assistance:

• Contact us via live chat
• Send a ticket to our Support team
• Visit STAY Academy, our training platform.