Bookings

Where: Operations → Bookings. Who: everyone views; cashiers, managers and owners create and edit; refunds belong to managers and owners.

List and filters

Booking list with filters for period, status, channel and spot

Filter by Search (code, customer or phone), Period, Status, Channel (Desk, Online, API), Spot, Type (bookings and/or season passes) and Only with balance due. The columns show Code, Customer, Period, Spots, Status, Channel, Total and Balance. Clear filters starts over.

Booking statuses

Free
Booked online
Booked at the desk
Season pass
Season pass holder away today
Pending
Balance due
Checked in
Blocked
Held for renewal
Unavailable

          ┌──────────── Expired (hold expired)
          │
Draft ─▶ Held ─▶ Pending payment ─▶ Confirmed ─▶ Checked in ─▶ Completed
                     │                  │
                     │                  ├──▶ Cancelled (with refund or credit)
                     │                  └──▶ No-show
                     └──▶ Awaiting approval ─▶ Confirmed | Rejected

Status	Meaning
Held	Resources held temporarily (online checkout or booking in progress)
Pending payment	Online payment started; hold extended until the outcome (max 30 minutes)
Awaiting approval	Resources held pending your decision
Confirmed	Resources occupied for good
Checked in	Check-in recorded
Completed	Closed automatically at the end of the stay
Cancelled, No-show, Expired, Rejected	Final statuses: resources are released

Every status change goes through a single point of the program and writes, in the same operation, the activity log and the matching event: the booking’s History is always complete.

New booking

Press New booking (from the list, the map, the planning or the customer record).
When: Period, Time slot (Full day, Morning, Afternoon) and Formula.
What and where: choose the Pack and then Spots on the map (tap the free spots on the mini-map; the price is per spot) or Zone or quantity. Add Extras.
Customer: Find customer by name, phone or email, or New customer (the last name is enough; phone and email are optional). If a customer with the same email or phone exists, Arenile suggests them (Possibly already registered).
Check the Price preview (breakdown, discounts, VAT, deposit) and the Terms applied (payment, balance, cancellation).
Payment and notes: Take payment now with amount and method, or leave the balance due (at the desk or on arrival). Add Internal notes.
Create booking.

If the request does not comply with the policies, the preview explains why. You can still go ahead with Book anyway (overrides the booking rules, recorded in the activity log). Forcing does not skip approval: when the policy or the pack requires it, the booking is created Awaiting approval (even when paid at the desk right away) and only the owner or the manager can approve it.

The booking detail

Booking detail with lines, allocations, payments, notes and history

At the top: Total, Paid, Balance due, Deposit due and, if held, how long the hold lasts. Below:

Lines: pack, spot (or To assign), extras, total; Move or Assign actions.
Allocations: the occupied half-days, by date, slot and resource (spot or pool unit).
Payments: payments and refunds with method and outcome.
Notes: Internal or For the customer.
History: who did what and when (Operator, Customer, System, API integration).

Status actions

Action	When	Effect
Confirm	Held booking	Manual confirmation: the spots stay booked
Approve / Reject	Awaiting approval	Confirmed (owner and manager only), or spots released and customer notified
Check in	Only on the days of the stay	The customer is marked as present
No-show	From the first day of the stay	The spots of future days are released
Change dates	Confirmed	New dates with a new price
Cancel booking	Confirmed	Spots released, refund per the terms

Changing dates

Change dates re-prices the booking with the new dates and re-allocates the spots in the same operation. The Effect of the change shows Current total, New total and the difference To collect or To refund, or the unavailable dates. If the terms limit changes, you can override with Override the modification limits (recorded).

Moving a line

Move on a line: choose the New spot among the free ones, From (empty = the whole stay), Check and Move. The price is recalculated if the category changes.

Payments

Record payment: the proposed amount is the balance; choose the Method (Cash, Card, Bank transfer, Wallet, Customer credit, Other). Cash payments require an open cash session. A held booking paid at the desk up to the required deposit is confirmed in the same operation.

Refunds

Refund records a refund, never more than what was paid: Amount, Form (money or credit to the customer), Reason. For a payment made online with Stripe you can refund through Stripe: the money goes back to the customer’s card and the refund stays Pending until Stripe confirms it (see Online payments).

Automatic refunds

When a booking paid online is cancelled (by the customer with the manage link or from the panel) and the terms grant a refund to the card, Arenile reserves the refund in the same operation as the cancellation: it cannot be lost, even if the payment provider does not answer at that moment, and it is never executed twice.

The Automatic refunds section of the detail shows every refund with its status: Waiting to be sent, Waiting for confirmation (sent, waiting for the provider to confirm), Refunded, Failed. Arenile retries by itself with growing waits (from 1 minute to 12 hours, up to ARENILE_REFUND_MAX_ATTEMPTS attempts, default 10). When the attempts run out the refund becomes Failed, the owner gets a notification and Retry queues it again. The customer sees the refund status in the manage link.

Cancelling

Cancel booking: the spots are released.
The Refund preview shows Paid, the Percentage from terms and the amount Per terms, computed on the terms accepted at booking time.
Choose the Settlement: As per terms, Refund another amount, Credit to the customer or No refund.
If it is due to bad weather, tick Cancelled for bad weather: the policy’s weather protection applies.
Enter the Reason and confirm.

Email and manage link

From the detail you can resend the confirmation email and regenerate the customer’s manage link (see Email and notifications).

Online bookings

Bookings from the public page have the Online channel and appear in the panel as soon as they are created (held, with the hold countdown). While the customer fills in the form, the booking is tied to an internal placeholder customer, which never appears in lists: at the details step it is linked to a new customer with the typed details. The public page never links a booking to an existing customer with the same email or phone (whoever knows a contact detail could read their data): duplicates are spotted from the customer card.