Manage Bookings

Booking Status

Each booking on OtterSpots has the following statuses:

Status	Description	Action Required
Pending	Guest hasn't paid — booking will be automatically cancelled after 15 minutes if no payment is made	None — wait for payment
Confirmed	Payment successful, booking is active	Prepare accommodation for guest
Completed	Guest has checked in and stay is finished	None
No Show	Guest did not arrive after the check-out date passed	None
Cancelled	Cancelled by guest, host, or system	Review cancellation policy
Cancelled with Refund	Cancelled and refund approved	None

Create a Manual Booking

Vendors can create bookings directly for walk-in guests or bookings made via phone/WhatsApp:

1. Go to Bookings → click New Booking
2. Fill in guest information (name, email, phone number)
3. Select unit and check-in / check-out dates
4. Enter the amount that has been paid
5. Click Create Booking

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Manual bookings are immediately confirmed (Confirmed) — no online payment process is required. A payment record will be created automatically with a Manual status.

Guest Check-In

To mark a guest as having arrived:

1. Go to the booking detail page
2. Click the Check-In button
3. Booking status will change to Completed

Cancellation by Vendor

In emergency situations, vendors can cancel a booking directly from the dashboard:

1. Go to the booking detail page
2. Click Cancel Booking
3. Choose whether to cancel with or without a refund
4. Enter the reason for cancellation

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Frequent cancellations by hosts can affect your property's rating and visibility on the platform. Avoid cancellations unless in an emergency.

Booking Calendar View

View all bookings in a calendar view by location:

1. Go to Bookings → click the Calendar icon
2. Select the location you want to view
3. Bookings will be displayed by date

The calendar view makes it easy to track:

• Busy dates
• Overlapping bookings
• Empty slots that could be promoted

Block Dates

To block specific dates so they can't be booked:

1. Go to the Edit Unit page
2. Click Block Dates
3. Select the date range to block
4. Save

Blocked dates will not be available for new bookings.

Booking Management & Filtering

Use the booking list view with the following filters:

• Status — pending, confirmed, completed, no_show, cancelled
• Date — check-in / check-out date range
• Unit — search by specific unit
• Source — manual or platform (online)
• Search — booking number or guest name

Custom Booking Tabs

Save your favourite filters as Tabs for quick access:

1. Set the desired filters
2. Click Save as Tab
3. Give the tab a name
4. The tab will be retained for future use

Guest Information in a Booking

Each booking contains the following guest information:

• Guest's full name
• Phone number
• Email address
• Home address
• Check-in & check-out dates
• Special notes from the guest (if any)

Check-In Instructions

Make sure the check-in instructions in your unit profile are always up to date. Guests will be able to see these instructions after their booking is confirmed.

Good check-in instructions should include:

• How to find the location (GPS coordinates)
• Arrival procedure
• Key location / access code
• Emergency contact number

Cancellation by Guest

Self-Refundable Units:

• Guests are eligible for a full refund if they cancel at least 5 days before check-in
• Refund is processed automatically by the system

Non-Refundable Units:

• No refund for cancellations
• Must be clearly stated in the unit description

Guest Payment Methods

Method	Description
FPX	Direct transfer from internet banking (Maybank, CIMB, Public Bank, etc.)
Credit / Debit Card	Visa, Mastercard
Manual	Cash or transfer processed manually by vendor

Support & Enquiries

If you have any issues with a booking or need assistance:

• Email: support@otterspots.com

Our team will respond within 24 hours on business days.