What is a booking request?
A booking request is sent when a guest wants to reserve one of your Experiences for a particular date and time.
The request gives you an opportunity to review the proposed visit before it becomes a confirmed booking.
Do not treat the visit as confirmed until the request has been accepted and the required payment has been completed.
What information should you review?
Before responding, check the details carefully.
- The Place and Experience being requested.
- The requested date and time.
- The number of guests.
- Any message or question from the guest.
- Whether the date is still available.
- Whether the proposed use is suitable for the Place.
Accepting a request
Accept the request when the date is available and you are happy for the guest to use the Place in the way described.
The guest may then be asked to complete payment before the booking becomes fully confirmed.
Keep the date available only for the period required by the booking process. Once payment is complete, the calendar should show the relevant date as Booked.
Declining a request
Decline the request when you cannot host the visit or when the proposed use is not suitable.
Common reasons include:
- The Place is no longer available.
- The group size is too large.
- The requested activity is not permitted.
- The guest requires facilities that are not available.
- The request falls outside your operating times.
- Maintenance, access or safety issues affect the date.
Where appropriate, send a polite message explaining the reason. A clear response is more helpful than leaving the guest without an answer.
Ask questions before deciding
You can use the conversation to clarify anything that is unclear before accepting or declining.
Useful questions may include:
- What activity is the group planning?
- How many adults and children will attend?
- How many vehicles will arrive?
- Will the guest bring animals or equipment?
- Does anyone have accessibility requirements?
- What arrival and departure times are expected?
Respond promptly
Guests are more likely to complete a booking when they receive a timely response.
Check your host dashboard and conversations regularly, and make sure your account email address remains current so you receive notifications.
Do not accept conflicting requests
Before accepting, check that there is no existing confirmed booking, blocked period or other commitment affecting the Place.
Because availability is managed at Place level, a booking for one Experience may prevent another Experience from being booked at the same location during the same period.
Keep your Hidden Places calendar updated whenever you accept bookings through another channel or reserve the land for personal use.
When is the booking confirmed?
A booking should only be treated as confirmed when Hidden Places shows the appropriate confirmed status and any required guest payment has been completed.
Until then, avoid making irreversible arrangements or sharing protected contact details outside the platform.
After confirmation
Once the booking is confirmed:
- Check that the calendar shows the correct booked period.
- Provide any necessary arrival instructions.
- Answer reasonable questions from the guest.
- Prepare the Place and any included facilities.
- Notify the guest promptly if an unexpected issue arises.
Keep communication on Hidden Places
Use the Hidden Places conversation for messages connected with the request and booking.
Keeping communication within the platform creates a clear record and helps protect both you and the guest if a disagreement or misunderstanding occurs.