The "Held" status has already existed in Kigo for a while. This was the status for a reservation that didn't have any payment linked to it.
In order to adapt to the industry standards, and for your convenience, Kigo has changed its meaning. "Held" status now means a request to book with an expiration time set for it.
How can a held booking be created?
There are 2 ways to create a booking in held status:
- When you manually create a reservation > set the status to held
- If the booking status is set to "Request to book" for the website > reservations coming from your site might be created with held status
Please note that some channels might accept requests to book. However, right now these requests are not synced to Kigo. Only leads coming from Airbnb and Vrbo are synced, and will appear in your Reservations > Inbox > Leads section.
What happens when a held booking is created?
The reservations calendar will be blocked for the Held booking reservation time.
If you have your "Held booking" email template set, an automatic email will be sent to the guest. This email can inform of the held status and next steps and can also request for payment, as you need.
If a held reservation receives a payment, it will automatically be changed to Accepted status with "Partially paid" or "Fully paid" payment status (whether it is one or the other will depend on the amounts paid: part of the total amount or the total amount, respectively).
What's the Held booking expiration time?
The time can be defined by default for the website bookings or manually defined for each of the manually created bookings.
The possible expiration times are: 12h, 1 day, 2, 3, 4, 5, 6 or 7 days.
What should I do with a held booking?
There are different options for held bookings
Accepting a held booking
You might have not received or registered a payment in Kigo yet but you want to accept the reservation to make sure it doesn't expire. In this case, you need to manually modify the Held booking status to Accepted. The steps to do so are:
- Access the reservation page > Booking section > click on the 3-dots > Accept booking
- Your "Accepted booking" email template will be sent to the guest
- The reservation status will automatically be changed to Accepted (regardless of the payments stauses)
Discarding a held booking
Another option is to manually discard a held booking, as you know you don't want to accept it. Reasons for discarding a booking might be that you have another request for the dates that you prefer to accept, the guest being unresponsive, the guests being too young for your requirements or a guest screening company throwing an alert on the guest.
The steps for discarding a booking are:
- Access the reservation page > Booking section > click on the 3-dots > Discard booking (please see the image above for reference)
- The "Discarded booking" email template will be sent to the guest*
- The reservation status will automatically be changed to Discarded
* This email's content is pre-defined.
What happens if I do nothing?
As mentioned above, if a held booking receives a payment, Kigo will then automatically change the booking status to "Accepted". Your "Accepted booking" email template will be sent to the guest
If the held booking doesn't receive a payment and the expiration time arrives, Kigo will automatically change the booking status to "Discarded". The "Discarded booking" email template will be sent to the guest*.