Receiving and Confirming Bookings on the Provider Portal
When a customer makes a booking on Pelago and payment is confirmed, you will receive a booking notification via email. You can view the booking details, such as activity date, timeslot, customer details, and options where applicable etc. on the Provider Portal.
For "Instant Confirmation" products, you will receive a booking notification email.
You can view the booking on the Provider Portal via the "Bookings" section > "Confirmed" tab. No further actions are required.
If you are unable to accept this booking, please follow these guidelines to "Propose a New Timeslot" or "Cancel a Booking" here.
For "Manual Confirmation" products, you will receive an SMS and email notification informing you of a "Pending Booking".
You can view these bookings on the Provider Portal via the "Bookings" section > "Pending" or "All" tab.
All bookings must be confirmed or rejected within 24 hours on the portal or they will be automatically rejected by the system. Both you and your customer will receive a booking rejection email.
Can't accept bookings? Provide alternatives
There may be situations when you are not available - whether you are fully booked or unable to operate for the day.
Before rejecting a booking on our Provider Portal, email Pelago Provider Support or reach out to us and let us know your alternative timeslots or dates as well as the reason for rejection. We will notify customers of the alternatives and amend their booking if they can make it.
If you’re unable to provide alternatives, please indicate the rejection reason then reject the booking. *Note that the rejection reason is surfaced to the customer in the booking rejection email.
I have missed confirming the booking
If you missed the confirmation period, we can help contact the customers to make a booking again. Simply reach out to us!