How to find and manage bookings in Growth

In TeleportHQ, the bookings customers make on your site are listed in the editor's Growth panel: in the left sidebar, click Growth, then Bookings. The Bookings page shows them in tabs (Upcoming, Requests, Past, Cancelled and All) that you can search, filter and sort. Click a booking to open its details, then accept, decline or cancel it, record whether the customer came, refund an online payment or keep a private note. The Calendar section shows everything booked by date.

Before you start#

• Bookings must be on in your project. The Bookings group of the Growth panel only shows while it is. See How to add bookings to an existing project.
• Bookings arrive from your published site. Customers book on the live site, so publish it first. See How to publish a web app. Bookings you add yourself in your site's admin panel show here too.
• Answering and managing bookings has no plan limit. Only Reports & Exports needs an active plan. See How to download booking reports and exports.

Open the bookings list#

1. In the left sidebar, click Growth (under Live, below Plugins). If you hid it, right-click the icon column and choose Show all buttons.
2. In the Growth panel, under Bookings ("What customers booked on your site"), click Bookings ("Answer requests and see who is coming").

The Bookings page opens over the canvas. Its menu on the left has three sections:

• Bookings ("Answer requests, see who is coming"), open at first. The number beside it counts the requests waiting for your answer.
• Calendar ("Everything booked, by date"). See See your bookings on the calendar below.
• Reports & Exports ("PDF reports & booking exports"). See How to download booking reports and exports.

Find a booking#

The TeleportHQ bookings list opens on the Upcoming tab. Each tab lists one kind of booking:

To find one booking:

1. Click the tab, for example Requests.
2. In the search box (Search by customer, email, phone, reference or item…), type part of what you know: a name, an email, a phone number, an item, or the booking reference the customer was given (BK- and ten letters and digits, for example BK-7F3A9C21D0).

3. Optional: narrow the list with the filters next to the search box. Each one shows its current choice:

   • All items: pick one or more items. It shows when you have more than one item.
   • All categories: only the items of one category. It shows when your items have categories.
   • Any status: pick some of the statuses the tab lists.
   • Any payment: Paid online, Paid on arrival or Free.
   • Anyone: Booked online (by a customer on your site) or Added by you (in your admin panel).
   • Any date: the days the booking starts on.

   Clear filters (2) (with the number of filters in use) resets them and keeps your search.

4. Optional: in Sort bookings, choose Date: soonest first, Date: latest first, Booked: newest first, Booked: oldest first, Customer: A to Z, Item: A to Z, Price: highest first or Price: lowest first.
5. With more than 25 bookings, use the page buttons at the bottom of the list.

Switching tabs keeps your search and filters. Each row shows the customer, the status, when the booking takes place, the item, the guests and the price (or Free). Refresh at the top right reads the bookings again.

Open and answer a booking#

1. Click the booking's row. Its details open in a column on the right, titled with the item's name.
2. Read the booking: its status and reference at the top, the Item booked card (click it to open the item in the Bookings panel), then When, Check-in – check-out (for stays), Length, Option, Extras, Guests, Name, Email, Phone, Reference, the customer's invoice details, and Price (with "online payment" or "payment on arrival", or Free). From the customer shows what the customer wrote when they booked.
3. Under Actions, click what you want to do. Only the actions that fit the booking show:
   • Accept: a request becomes Confirmed and keeps its time.
   • Decline: the request is turned down and its time is free again.
   • Cancel: a request, a confirmed booking or one that needs attention is cancelled, and its time is free again.
   • Mark attended or Mark no-show: once the booking has started. You can change one into the other later.
4. For Decline, Cancel and Mark no-show, a window titled with the action and the reference (for example Cancel booking BK-7F3A9C21D0) asks "This cannot be undone. Go ahead?" (for a no-show: "You can still mark it attended afterwards. Go ahead?"). Click the button with the action's name to confirm.

The customer is emailed when you accept, decline or cancel. Mark attended and Mark no-show email nobody. A line under Actions then says what happened, for example "Booking declined; its time is free again. The customer was emailed."

Refund or call off an online payment#

A booking that was paid online, or is waiting for its online payment, has a Payment section in its TeleportHQ details. It shows the amount and where the payment stands (for example "paid online through Stripe"), the amount refunded so far, and a link to the booking's invoice once one was issued.

• Refund: shows while some money can still go back. The Refund Booking BK-… window works like an order refund: keep the full amount or type less in Amount to refund, optionally add a Reason (optional), and confirm. The window says which email the customer gets. A full refund cancels the booking: the message reads, for example, "Refunded $80.00. The booking is cancelled, so its time can be booked again." When the payment provider can't send refunds (for example CoinGate), TeleportHQ only records the refund: "Return the money to the customer yourself." See How to refund an order.
• Cancel Booking: shows while the booking is Awaiting payment. The window says "Its payment page is closed, so the customer can no longer pay it, and its time can be booked again." Click Cancel Booking to confirm.

Bookings paid on arrival have no Payment section: you settle them with the customer yourself.

Keep a private note#

Under Your note ("Only you see it — never the customer."), type up to 2,000 characters, for example Late arrival, prefers the window table, and click Save note. "Note saved." confirms it. The note also shows in your admin panel and in booking exports.

See your bookings on the calendar#

1. On the Bookings page, click Calendar in the menu on the left.
2. Pick a view: Month (the default), Week (seven days from Monday), Day (one day, an item per column) or Timeline (two weeks, an item per row).
3. Use Today and the arrows (Earlier, Later) to move through the dates.
4. Click a booking to open its details on the right, the same as in the list. In Month, click a day to open it in Day.

The calendar uses the same filters as the list (items, category, status, payment, made by). Cancelled, declined and unpaid bookings stay hidden until you tick Cancelled. Above the days, figures sum up what's shown: Bookings, Guests, Waiting for you, Booked value, and Nights booked, Days booked or Hours booked. The legend names each colour, with a count:

• the booking statuses, for example Confirmed or Awaiting confirmation;
• Blocked (grey hatching): days taken by an item's linked calendar, such as Airbnb or Booking.com. See How to sync an item's calendar.
• Closed (red hatching): days you closed. See How to set opening hours, start times and closed days.

Check that it worked#

After an action, the line under Actions confirms it, the status at the top of the details changes, and the booking moves to the tab that lists its new status. The count beside Requests goes down once you answer a request.

Troubleshooting#

There's no Bookings group in the Growth panel The group only shows while Bookings is on. See How to add bookings to an existing project.

"Could not read the bookings: …" TeleportHQ couldn't read your bookings. Click Retry. If the message says "Bookings have no database. Activate bookings again from the bookings folder.", the database behind your bookings is missing: switch Bookings on again. See How to add bookings to an existing project.

The line ends with "The customer was not emailed: …" The action worked, but no email went out. The rest of the line says why. Booking emails go out only once a provider and a sender are set in the Booking Settings gear of the Bookings panel → Customer Emails → Email Delivery. See Which emails does Bookings send, and how do I set them up?.

"Waiting for its online payment. To call it off, cancel it under Payment." A booking that is Awaiting payment has no Cancel action, because its payment page is still open. Use Cancel Booking under Payment.

"Attendance can be recorded once the booking has started." Mark attended and Mark no-show work only once the booking's start time has passed.

"The booking changed meanwhile and can no longer take "Accept"." Someone else changed the booking first: the customer, or you in the admin panel. The details now show it as it is.

"This period holds more bookings than the calendar shows at once. Narrow it to one item, or pick a shorter view." The calendar shows up to 2,000 bookings at a time. Pick one item in the filters, or switch to Week or Day.

"Your time zone setting is not one the database knows, so times are shown in UTC. Fix it in the booking settings." Pick your timezone again in Booking Settings → Booking Times. See How to set opening hours, start times and closed days.

Good to know#

• Bookings can't be deleted, in the editor or in the admin panel. Cancel a booking instead.
• Needs attention means the customer paid after their time was given to someone else. Find them another time, or cancel and refund. See What do the booking statuses mean?.
• Orders that pay for bookings. If your project also has a store, a booking paid online is also an order in Growth → E-Commerce → Orders, where its Booking section shows the booking. See How to find and manage orders.
• The admin panel. Your live site's admin panel lists the same bookings, and there you can also add a booking yourself and move one to other dates. See How to manage bookings from your site's admin panel.
• The AI Assistant can list bookings and accept, decline, cancel, mark or refund one when you ask, for example "Accept the request from Jane Cooper". It asks you to confirm first. See How to run and promote your bookings with AI.