Booking & Guest Management Flow 

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WhatsApp System: Contact Creation

For every booking, ensure both the Main and Secondary Contact details are added to the WhatsApp system with the following information:

Full Name and Surname

Assign both contacts to the Guests group

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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.

(Louise and Ashley will assist to generate the invoice)

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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 a confirmation WhatsApp message to the Main Contact and Secondary Contact.

 

Trello updates:

Move the Trello card to the Confirmed Bookings column and tick the relevant checkboxes under the Arrival & Departure Checklist. If the booking is marked Paid in Full, ensure the confirmation WhatsApp message has been sent, tick all relevant checkboxes under the Arrival & Departure Checklist, and move the Trello card to the Confirmed Bookings column.

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Madelaine 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

Handled by Madelaine. She will send the "Tomorrow is Arrival Day" WhatsApp message to the Main and Secondary Contacts in the morning, ensuring all information is accurate and up to date.

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Trello updates:

Tick the relevant checkbox for Arrival Message Sent in the Trello card.

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Day of Arrival (Specific to Simbithi Homes Only)

Handled by Madelaine. She will send the final arrival instructions to the Main and Secondary Contacts on the morning of arrival.

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Trello updates:

Tick the checkbox for Day of Arrival Message Sent in the Trello card.

If this action is missing from the tick box options, it must be manually added.

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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 Madelaine. She will send the departure message in the morning.

The Main Contact (Payer) will receive the departure message along with the deposit/feedback form.

The Secondary Contact will only receive the “Before You Go” message, excluding the deposit/feedback form.

Airbnb guests will receive the departure message without any deposit/feedback forms.

 

Trello updates: Tick the checkbox for Departure Message Sent in the Trello card.

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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 Ashley & Louise. They will invoice guests directly for any damages or claims.