Booking & Guest Management Flow 

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Booking Workflow​:

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1. Booking Process

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Booking Request

Handled by Madelaine. She will respond to guest inquiries, confirm availability and rates, send booking paperwork, issue an invoice for deposit payment, and follow up on final payment before the due date.

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Payment Processing

Handled by Louise. She will check bank reconciliation and confirm when payment has been received.

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Booking Confirmation

Handled by Madelaine.

Once payment is confirmed, she will send an updated invoice/statement from InnStyle.​​

Irvin will also confirm booking dates with housekeepers.

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Handling Guest Queries (Pre-Arrival)

Handled by the Bookings Team. Any guest questions related to the booking, such as house information, will be managed by bookings team.

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2. Pre-Arrival & Check-In Process

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Day Before Arrival

InnStyle will send the "Tomorrow is Arrival Day" message to the Guests in the morning, ensuring all information is accurate and up to date.

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Day of Arrival (Specific to Simbithi Homes Only)

Handled by Irvin. He will send the final arrival instructions to the Guests on the morning of arrival.​

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Arrival & Guest Stay

Handled by Irvin. He will contact guests to confirm their estimated time of arrival (ETA) and will become the guests’ main point of contact throughout their stay.

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3. Departure & Post-Stay Process

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Day Before Departure

Handled by InnStyle. The system will send the departure message in the morning.

The Guests will receive the departure message along with the deposit/feedback form.

 

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Post-Departure Claims Process

Handled by Irvin. Owners and housekeepers will report any damages or claims to Irvin, who will inform both the guests and the owners about the claims.

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Finalising Guest Charges

Handled by Irvin, Apples & Louise. They will invoice guests directly for any damages or claims.