Bookings

A booking is a service for a client at a given time: a private chef on Saturday at 20:00 for six people, a villa from 3 to 10 August, a transfer from Málaga airport. This chapter explains the statuses, the list, creating a booking, the booking record and its rules.

Who has access: owner, managers and concierges create, edit and decide; accounting can read but not decide; a field account only sees the bookings assigned to it, as assignments (chapter 6).

5.1 Statuses and how they work#

The usual path: Requested → Awaiting client → Confirmed → In progress → Completed. A request can also be confirmed directly. A declined, cancelled or expired booking can be reopened (back to Requested). A completed booking no longer changes.

The clock. Every five minutes, Vetexis moves bookings forward, without anyone having to do it by hand:

• a confirmed booking moves to “In progress” at the start time, then to “Completed” at the end time;
• a requested booking, or one awaiting client, whose start time has passed without a decision becomes Expired. The event is recorded in the log (“automatic”). The assistant's questions still open on it are closed (they are no longer escalated), and the assigned person or the supplier is told, as for a cancellation. The client, however, is not notified.

Why “Confirmed” is protected. It is the only status that commits the concierge service to the client and that blocks the schedule. The system refuses any confirmation without an identified person, which makes a confirmation by the assistant impossible, even if someone tried to manipulate it.

5.2 The list of bookings#

Where: Bookings in the sidebar.

The tabs:

The toolbar: search by title or reference (“#47”), Filter button (status, category, assigned member), date selection, choice of columns. Active filters stay visible as labels; Clear all removes them. The whole state of the list is in the page address: a link shared with a colleague opens exactly the same view.

The columns: Ref., Title (with the property), Client, Date (in the local time zone of the place), Status, Priority (only if a booking is priority or urgent), Assignee, Category, Price (if your role can see it). “Date” and “Ref.” can be sorted with a click.

Clicking a row opens the booking drawer. Shortcut: n for a new booking. From a client record, “All of this client’s bookings” opens the filtered list.

5.3 Creating a booking#

Where: the New booking button (list, schedule, “+” in the top bar), or a click on an empty slot in the schedule (date, time and member pre-filled).

1. Client: type a name, a phone number or an email. If the client does not exist, Create client “…”, with an optional phone number in international format (+34600000000).
2. Service: Catalogue (choose from the list, grouped by category) or Free title (“Table for six at Nobu, Saturday”). The notice period required by the service is shown (“Notice required: 48 h.”).
3. Date and Start time, in the local time of the place. The time zone shown is that of the service, otherwise of the property, otherwise of the concierge service; Change lets you correct it (a service in Ibiza when the concierge service is in Marbella stays in the same time zone, but a stay in Dubai does not).
4. End: a Duration in minutes (suggested from the service) or an End date and time. If nothing is specified, the default duration of the service, otherwise one hour.
5. Property (optional), Number of people.
6. Supplier (by default, the one for the service; the list is grouped by priority) and Assigned to (the member in charge).
7. Unit and Quantity (empty: calculated from the dates). The Price preview applies the price list, the discount and the season (“7 × €620 · season High season”); for those who can see finance, the cost and the margin.
8. Priority: Normal, Priority, Urgent.
9. Initial status: Request (to be confirmed by the team) or Already confirmed (entered directly in the schedule).
10. Client’s request (their words, as they wrote them), Internal notes (visible to the office only, never to field staff) and Instructions for field staff (what the assigned person reads on the assignments screen: “sign with the name Dumont, terminal 2”; never any prices here).
11. The price is calculated from the price list (point 7). For those who can see finance, Selling price, Cost and Commission can then be adjusted, with Edit in the booking record.
12. Create request or Create and confirm.

Refusals and warnings#

• Time that does not exist: on the day the clocks go forward for summer time, they jump from 02:00 to 03:00. Vetexis refuses 02:30 and explains why in plain words.
• Notice period not respected: a service that requires 48 hours' notice cannot be booked for tomorrow. The owner and managers can Override; this override is recorded in the log.
• Unavailability: the service is blocked for this time slot (boat in for hull cleaning); the booking is refused.
• Member overlap: the assigned member already has a confirmed assignment at that time. The message says so. A supplier, however, can have several bookings at the same time (a restaurant or a cleaning company serves several clients): their real availability can be seen from their accepted jobs (chapter 9).
• Villa already occupied: for a stay (service in the Villa category, on a property), Vetexis checks that the property is not already taken on those dates, by another confirmed or in-progress villa booking, or by an imported calendar (Airbnb, Booking.com, Vrbo). Dates are counted in nights: arriving on the day the other guests leave is not an overlap. Creation is refused and the message says what is occupying the property (“booking #12 (from 2026-08-03 to 2026-08-10)”). The owner and managers can Override, knowingly. A chef, a transfer or a cleaning at the villa do not block it: only stays count. The same check takes place on confirmation, and when a confirmed stay is moved. A request created by the assistant is never refused for this reason: the warning is recorded in its internal notes.

The price is fixed#

The price of a booking is calculated and fixed when it is created, based on the price list at that moment (unit, quantity, discount, season) and the commission (that of the service, otherwise that of the supplier). Per night or per day, each night takes the season of its date: a stay from 10 to 20 June with a high season starting on the 15th counts five nights at the normal price and five at the high season price (the preview shows it: “5 × €620 + 5 × €744”). Per week, per hour, per person and flat rate take the season of the first day. If you then change the rate in the catalogue, existing bookings do not change: the client was given a price, and keeps that price. Amounts can still be edited by those with access to finance.

When the rate has changed since the request. For a request not yet decided (Requested or Awaiting client), the Confirm or Offer to the client window compares the fixed price with the current catalogue rate. If they differ, an alert says so (“The catalogue rate has changed since the request: €700 instead of €620.”). Someone with the finance permission can click Apply the new rate: price, cost and commission are recalculated as on creation, and the change is recorded in the log. Everyone else reads “The request price is kept. Only someone with the finance permission can apply the new rate.”. Nothing like this happens for a booking that came from an accepted quote (the promised price is the quote's) or for a free title.

When the dates change. Extending a stay from 3 to 7 nights, or going from 4 to 8 people on a “per person” service, does not change the price by itself: it is an accepted price. But the screen says so straight away: a notice when saving (“The dates now count 7 × per night instead of 3: €4,340.00 at the catalogue rate. The recorded price (€1,860.00) has not changed…”), then an alert in the decision window of a request, or in the Amounts section of a confirmed booking. Someone with the finance permission clicks Apply the catalogue rate: quantity, price, cost and commission are recalculated, and this is recorded in the log. On a confirmed booking, a simple change of rate in the catalogue is not flagged: only a changed quantity is.

5.4 The booking drawer#

Clicking a booking (list, schedule, client record, home) opens its drawer on the right. Escape closes it.

Header: title, number and status. Under the header, a row of actions: the next step as the main button (for example Confirm for a request), Edit, and the “…” menu with the other possible transitions:

Only the actions the rules allow are offered; accounting sees none of them.

Confirm, decline, propose: the client is notified#

Confirm, Decline and Offer to the client count as an answer to the assistant's question. Each one opens a window that recalls the service, the date and the price, then says what is going to happen:

The client is notified even if there was no open question (a booking entered by hand, for example), as long as they have a WhatsApp conversation.

Before you approve, the window says what will become of the message:

• “The assistant lets the client know on WhatsApp.”;
• the client has not written for more than 24 hours: they receive the “reply from the team” template, and the message is sent as soon as they reply;
• the “reply from the team” template is not approved by Meta yet: the message waits in the inbox, nothing reaches the client for now;
• the assistant is paused on this conversation: no message is sent, notify the client yourself;
• the client has no WhatsApp conversation, or no number is connected: no message is sent, notify them yourself.

After the decision, a notice repeats this (or reports, rarely, that the message could not be written: then notify the client yourself). The decision itself stands in every case.

Confirming a stay on a villa that is already occupied. The Confirm or Offer to the client window lists what is already occupying the property (“Booking #12, from 3 August to 10 August”, “Calendar “Airbnb”, from … to …”). Confirming stays refused as long as nobody overrides it: the owner and managers tick Confirm anyway (double booking accepted); everyone else reads “Only a manager can confirm a stay on dates already taken.”.

Two decisions at the same time. If Marco taps Decline on WhatsApp at the moment Sofia clicks Confirm, the first decision wins; the second receives “This booking has already been handled by Marco: it is now “declined”.”, and no message is sent to the client for it.

Cancel booking and the other transitions (Mark as in progress, Mark as completed, Reopen request) do not notify the client. Cancelling offers a Reason (optional, kept in the log, never shown to field staff). A cancelled, declined, completed or expired booking closes its questions that are still open: they are no longer escalated and nothing is sent to the client. A linked incident or emergency stays open: they concern the client.

The sections:

• Details: Date (local time of the place, with the concierge service's time if the time zone differs, and “Ends the next day” if the service runs past midnight), Client, Service (or “Off catalogue”), Priority, Property (with Directions), Supplier, People, Unit, Assigned to (with Change).
• Amounts: Price; for those who can see finance (Pro or Network plan), Cost, Commission and Margin (in red if negative).
• Deposit: requested, received, payment links, Request a deposit, Prepare a quote (chapter 11).
• Supplier: the job given to a supplier, its status and Send to a supplier (chapter 9).
• Client’s request: their words.
• Instructions for field staff: what the assigned person reads on the assignments screen.
• Internal notes: the office only. Field staff do not see them, nor the reason for a cancellation or a decline, nor the team's answers to the assistant's questions (they stay on the question, in Team requests).
• Linked Team requests, with the mention Pending or Escalated while they are open, and the answer given.
• Log: each change of status, who made it (a member, the assistant, the client, the team via WhatsApp, automatic) and when.

A deposit received does not confirm the booking: a sentence reminds you of this (“A deposit received does not confirm the booking: confirm it yourself when everything is ready”). Confirmation remains an action for the team.

5.5 Automatic reminders and follow-ups#

If automations are active (Pro and Network plans, chapter 13):

• the day before a confirmed booking, at the chosen time (18:00 by default), the client receives a short, confident reminder (“just a quick reminder for tomorrow, everything is set”);
• the day after a completed service (11:00 by default), a sincere sentence to find out whether everything went well, never a questionnaire;
• a proposal (“Awaiting client” status) left unanswered by the client for 48 hours receives a gentle reminder, only once.

Each of these messages is sent only once, in the client's language, and as a message template if the 24-hour window is closed. None is sent to a conversation where the assistant is paused: someone from the team has taken over, and it is up to them to talk to the client (chapter 2, section 2.9).

5.6 Examples#

A villa for a week. A client asks for Villa Azur from 3 to 10 August for eight people. The assistant creates the request “Villa Azur rental, from Sunday 3 August to Sunday 10 August, 8 people”. Sofia clicks Offer to the client: the window reports no overlap (no confirmed booking, no dates taken on Airbnb). The window tells her that the catalogue rate has changed since the request: she clicks Apply the new rate, then approves. The assistant sends the client the proposal, with the price, in their language. When the client accepts, Sofia clicks Confirm (the assistant tells the client), then Request a deposit of 30%.

A forgotten request. A table for Saturday at 21:00 has stayed “Requested”: nobody made a decision. On Saturday, at the planned time, it moves to “Expired” by itself and joins the Cancelled tab. If the client follows up, Reopen request puts it back to “Requested”.

A corrected request. The client first writes “table for 4 Saturday 21:00”, then “there will be 6 of us after all, and 21:30 would be better”. The assistant updates the same request (no duplicate), and the concierge receives “Request #61 UPDATED: … (before: Saturday 21:00, 4 people)”.

A last-minute transfer. A client wants a transfer in three hours, and the service requires 12 hours' notice. The assistant tells the client so and offers the first possible date. If Sofia still wants to arrange it, she creates the booking and clicks Override.