Creating a Booking - Manual Reservations

While most bookings come through your online booking site, you'll often need to create reservations manually—for phone orders, walk-in customers, or special arrangements.

When to Create Manual Bookings

• Phone orders — Customer calls to book
• Walk-ins — Customer arrives without reservation
• Special requests — Complex bookings needing assistance
• Group bookings — Multiple units or custom arrangements
• Owner holds — Blocking time for your own use

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Creating a New Booking

Step 1: Go to New Booking

From the navbar, click Bookings → New Booking.

You'll see the "Available Rental Units" search page.

Step 2: Enter Dates

Select when the customer wants to rent:

Step 3: Filter Results (Optional)

Narrow down available units using filters:

Step 4: Search

Click Search to see available units for the selected dates and filters.

Available units appear below the search form with: - Unit name and image - Fleet type - Pricing information

Step 5: Select a Unit

Click on an available unit to select it for booking.

If no units appear, try: - Different dates - Different location - Removing filters - Checking inventory settings

Step 6: Enter Customer Information

Fill in customer details:

Required: - First Name - Last Name - Email - Phone Number

Optional but Recommended: - Address - Notes / Special Requests

Finding Returning Customers

If the customer has booked before: 1. Search by phone number or email 2. Previous customer data appears 3. Click to auto-fill fields 4. Verify information is current

Step 7: Add Extras (If Available)

Select any add-ons: - Check desired add-ons - Adjust quantities if needed - Required add-ons are pre-selected

Step 8: Review Pricing

Verify the total looks correct: - Base rental price - Add-ons - Fees and taxes - Discounts (if any)

Step 9: Customize the Booking (Optional)

Need to apply a phone-quote price, split the payment, invoice the balance, or waive it entirely? Expand the Booking Strategy card above the customer info form and toggle Customize booking on.

Common scenarios the Booking Strategy panel handles:

• Phone-quote pricing — "I quoted you $450 yesterday"
• Partial payments — "Collect $200 now, the rest at pickup"
• Corporate invoicing — send the balance to an invoice instead of charging the card
• Waived balances — forgive the remainder for weather credits or goodwill
• VIP / repeat-renter discounts — $ off or % off with a reason code

Every change appears instantly on the right-rail Order Summary and is logged to the cart's override history. See the Booking Strategy guide for full details, permission gates, and real-world playbooks.

Step 10: Process Payment

Enter payment information: - Card number - Expiration date - CVV

Or select alternative payment methods if available.

Step 11: Complete Booking

Click to confirm and create the booking.

What happens: - Booking is created - Confirmation email sent to customer - Unit marked as reserved - Appears on your calendar

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Booking Confirmation

After successful booking:

Customer Receives

- Confirmation email with details

- Booking reference number

- Pickup instructions

- Waiver link (if configured)

You'll See

- Booking on the calendar

- In Your Bookings list

- In Cart Orders

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Tips for Phone Orders

Gathering Information

Ask the customer: 1. "What dates are you looking at?" 2. "How many people in your group?" 3. "Which location works best for you?" 4. "Any special requirements?"

While on the Phone

1. Enter dates and search while talking
2. Describe available options and pricing
3. Confirm selection before taking payment
4. Read back total before charging

After Booking

1. Confirm email address for confirmation
2. Mention waiver requirement (if applicable)
3. Provide reference number verbally
4. Explain pickup procedures

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Troubleshooting

No units available

- Check date range is correct

- Verify units are set up and published

- Check timeslot configuration

- Look for conflicting bookings

Payment fails

- Verify card information

- Try a different card

- Check for fraud blocks

- Process manually if needed

Customer not receiving confirmation

- Verify email address spelling

- Check spam folder

- Resend confirmation from booking detail

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Best Practices

Verify Before Charging

- Confirm dates with customer

- Review total pricing

- Double-check customer info

Document Special Requests

- Add notes to the booking

- Communicate with team

- Follow up before rental date

Handle Returning Customers

- Look up their history

- Acknowledge their loyalty

- Apply any available discounts

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Related Articles: - Booking Overview - Modifying Bookings - Taking Payment