Update Booking Status

Every booking has a status that controls how it appears in the system and what actions are available. Change the status when a booking progresses through your workflow -- for example, confirming a pending reservation, or canceling a no-show.

Booking statuses

Changing the status

Quick confirm (Pending bookings)

If a booking is in Pending status, a dedicated Confirm Booking action appears at the top of the actions menu for fast one-click confirmation.

1. Go to Bookings and open the pending booking.
2. Click the actions menu (three-dot icon).
3. Click Confirm Booking.
4. Choose whether to notify the customer.
5. Confirm the change.

Change to any status

1. Go to Bookings and open the booking.
2. Click the actions menu (three-dot icon).
3. Click Change Status.
4. In the dialog, select the new status from the dropdown:
   • Confirmed
   • Pending
   • Draft
   • Canceled
5. Toggle Notify Customer to control whether the customer receives an email about the status change.
6. Click Update to apply.

Equipment oversell check on promotion

Draft and Canceled bookings do not hold equipment inventory, so other bookings can take the same units while one sits in those statuses. When you promote a Draft or Canceled booking to Pending or Confirmed, the system verifies its equipment still fits the remaining capacity for its time window. If it doesn't, a confirmation appears listing each oversold item -- for example "Jet Ski: needs 2, only 1 free (2 of 3 held by other bookings)". Confirm to apply the change anyway, or cancel to leave the status unchanged and resolve the conflict first (reschedule, reduce quantities, or adjust the other bookings).

Cancel with refund

When canceling a Confirmed booking, a dedicated cancellation flow is available that supports refunds:

1. From the actions menu, click Cancel.
2. The system shows a cancellation preview with:
   • The booking's financial summary (grand total, total paid, current balance).
   • Trip protection details (if applicable): coverage amount, coverage type, claim deadline.
   • Suggested refund amounts: full refund, trip protection coverage amount, or protection cost only.
   • Available payments that can be refunded, with their refundable amounts.
3. Configure refunds:

Refund methods:

4. Click Cancel Booking to process. The system updates the status, processes all refunds, and optionally notifies the customer.

Notification behavior

The email includes the booking's confirmation code, activity details, date, time, and the new status.

Auto-expire (Pending bookings only)

Pending bookings support automatic status changes on a timer. See the Auto-Expire tab on any Pending booking to configure:

When the expiration time arrives, a background job automatically changes the booking's status. This is useful for holding time slots for customers who haven't paid yet.

Restrictions

• Canceled bookings can be reactivated. You can change a Canceled booking back to Pending, Confirmed, or Draft. If the booking's equipment has since been taken by other bookings, the equipment oversell check warns you before the reactivation applies. Canceled bookings with Activity Voucher history use the reinstatement review below instead.
• Voucher bookings add a review. Cancelling a booking funded by Activity Vouchers adds a Voucher cancellation section: choose the reason (customer cancellation, no-show or operator cancellation), optionally record a booking-specific exception with a reason, confirm you have reviewed each voucher's outcome and the balance, then update the status. Restoring a voucher does not refund its purchase.
• Changing to Canceled does not automatically issue refunds unless you use the dedicated cancellation flow. Simply changing the status to Canceled through the Change Status dialog skips the refund process.
• Auto-expire only applies to Pending bookings. The Auto-Expire tab does not appear for other statuses.

Reinstate an Activity Voucher booking

Canceled bookings funded by Activity Vouchers use a separate reinstatement review. You need Bookings: Edit permission, and the booking must be in the future and not checked in.

1. Open the canceled booking and choose Reinstate Booking from the actions menu. (Opening Change Status on this booking leads to the same review.)
2. Enter the Reason for reinstatement and choose whether to Send a booking confirmation email to the customer.
3. Click Review reinstatement. Resytech checks the original vouchers, their purchased terms and availability for the original departure.
4. Review the original coverage, Voucher value to reclaim, Forfeited value retained, the cancellation write-off and fee being removed, and the resulting total and balance.
5. Click Confirm reinstatement. The same booking returns to Confirmed with its original activity, equipment, duration, add-ons, schedule and prices.

Restored vouchers can only be reclaimed while they are still available. Vouchers reserved or used by another booking, refunded or otherwise restricted must be resolved first; the review does not substitute vouchers, reclaim a subset or override availability. Forfeited voucher value already attached to the canceled booking stays as its funding.

Reinstatement removes the cancellation write-off and cancellation fee. Existing payments, tips and refunds stay in place; invoices closed by the cancellation reopen and cancellation fee invoices close. Confirming does not take a payment or issue a refund. Collect any remaining balance from the booking page afterwards; a negative balance shows as a refund due. Changing the reason or email choice requires a fresh review.

If the result cannot be confirmed, use Retry saved reinstatement. The request is kept in the current browser tab across closing the dialog and reloading the page. Do not make another status change until it resolves. If the booking does not refresh afterwards, use Refresh booking. Retrying an old reinstatement does not undo a later cancellation or reschedule.

Tips

• Use Pending for bookings awaiting payment. When a customer books by phone but hasn't paid, set the status to Pending with an auto-expire timer. If they don't pay within the window, the booking automatically moves to Canceled or Draft, freeing the time slot.
• Draft is useful for tentative reservations. Drafts don't consume availability on the calendar, so they won't block other customers from booking. Use Draft status when a reservation is in early planning stages.
• Always use the Cancel flow for Confirmed bookings with payments. This ensures refunds are processed properly and the customer is notified. Changing to Canceled via the generic status change skips the refund workflow.
• The event log tracks all status changes. Every status change is recorded in the booking's Event Log section (under the Miscellaneous tab) with a timestamp and the user who made the change.