Reservation Messages and Requests are separate workflows. Messages are a private conversation with the location. Requests use a versioned form and may require both the business and customer to confirm before a reservation change is applied.
Message the location
From the public Reservation workspace, open Messages. Start New conversation, add a subject and message, or open an existing conversation and reply. Opening a conversation marks its current messages read for that customer.
Location staff open Admin → Reservations → Customer service and use Customer messages to read and reply. Messages stay scoped to the selected location conversation. A sent message does not confirm a booking change, special occasion, refund, or service request unless the corresponding workflow also records that result.
Submit a customer request
Open Requests, choose one of the request types configured by the location, complete its validated fields, and submit. The form records the active industry contract and version. Existing requests keep the version used when they were created even if the location later selects a different request experience.
Submitting a request does not change the reservation. When the request includes a proposed date, time, or party size, live availability is checked at submission, but the change applies only after the required confirmations.
Review and confirm the request
Location staff use Customer requests to:
- Open the submitted request and verify its contract version, customer details, fields, and linked reservation proposal.
- Choose the review action and record a useful business note.
- Confirm the request when the location can fulfill it, or cancel or expire it when it cannot proceed.
- Wait for customer confirmation when the status is Ready for you.
The customer can Confirm, Decline, or cancel an eligible request. A verified reservation change is applied only after both confirmations and another current-version check. Statuses include submitted, business review, ready for the customer, confirmed, declined, cancelled, and expired.
Troubleshoot a missing result
- Refresh the Requests history and check the current status rather than relying on a message alone.
- If a proposal says availability was checked but not applied, confirm that both parties completed their actions.
- If the reservation version changed, create or review a fresh proposal instead of retrying stale confirmation data.
- Use Messages for clarification, but use the Request controls for the governed decision.
- Record the location, request title, request status, reservation time, and visible business note when escalating; do not include private payment credentials.