> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sable.salon/llms.txt
> Use this file to discover all available pages before exploring further.

# Booking requests

> Review online bookings before they are confirmed. Accept, decline with a reason, or message the client.

Some salons want a person to look at every online booking before it is
confirmed. With **Require booking approval** on, a client who books online
sends a request, and it becomes an appointment when you accept it.

## Turn it on

In **Settings** → **Scheduling**, turn on **Require booking approval**. It
applies to every online booking, from new and returning clients alike.
Appointments you book yourself are never requests.

## What the client sees

The booking page ends on **Request sent.** The client gets a message saying
the salon received their request and will answer once it is reviewed: by text
when your salon's texting is set up and they agreed to texts, and by email
when they gave an address.

You can [edit the automated wording](/guides/messaging/reminders-and-confirmations#edit-booking-request-messages)
for received, approved, declined, and new-time messages.

If your booking page requires a card, the client saves it with the request.
When the booking policy also requires a deposit or full prepayment, nothing is
charged when the client sends the request. The saved card is charged only when
you accept. The request shows the amount that will be charged on accept.

## Where requests show up

* **On the calendar.** A request sits at its time with a dashed amber edge and
  a title that starts with **Request**.
* **In Requests.** The **Requests** button above the calendar opens the list
  and shows how many need a response. On a phone it is a round clock icon
  with the count, and it appears whenever requests are waiting. Each row shows the client, whether they
  are new or returning, the service, the stylist, the time, and how long ago
  they asked. Open a row to answer it.
* **In your notifications.** A new request sends one alert to the stylist it
  is for, the salon's managers, and the owner.

Each person chooses whether requests appear on their own calendar: open the
calendar's display settings and turn **Show booking requests** off or on. The
choice is saved to your account, so it follows you to another browser. Hidden
requests stay in **Requests**.

## Answer a request

Open the request and choose:

* **Accept.** If the request carries a deposit or prepayment, its saved card is
  charged first. The appointment is confirmed only after that charge succeeds.
  The client then gets their booking confirmation and reminders, and any forms
  tied to booking go out.
* **Decline.** Add a reason if you like. The client is told the request could
  not be accepted, with your reason included.
* **Message.** Text or email the client before you decide.
* **Propose a new time.** Choose another date or time and, if needed, another
  stylist. The client gets a link showing what they asked for beside your new
  time. They can accept it and book immediately, or decline the request.

Once you propose a time, it is held for the client while they decide and is
not offered to other clients online. The client has 48 hours to answer, or
until the proposed appointment starts when that comes first. You can send a
revised time while you wait. If the window ends without an answer, Sable
declines the request, releases the time, and alerts your team.

If the request requires a deposit or full prepayment, the saved card is charged
when the client accepts the proposed time. If that payment is refunded because
the appointment could not be confirmed, the client receives an email.

If the card is declined, the request stays open. When the client is accepting a
proposed time, the page tells them right away and lets them update the card
there. If the result arrives after they have left the page, they get the same
card-declined email with a link to update it. They also get a text when they
agreed to texts and your salon's texting is ready. After the card is updated,
the pending response can be tried again. Updating a card never accepts the
request automatically.

## Who can answer

| Role | See requests | Answer requests |
| - | - | - |
| Owner, manager | Everyone's | Everyone's |
| Stylist | Their own | Their own |
| Booth renter | Their own | Their own |
| Front desk, assistant | Everyone's | View only |

## A request holds the time for clients, not for you

A request keeps other clients from requesting the same time with the same
stylist online. It does not hold the time against the salon: you can book
that time yourself, and your booking wins. When that happens the request
reads **Time no longer available**. It can no longer be accepted, and you can
decline it or message the client.

## Requests nobody answers

A request left unanswered ends at its start time. It is declined and the
client is told. Its saved card is not charged.


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