Manage bookings

Tenants book meeting rooms, desks, wellness spaces and equipment themselves from the app. Your job is to watch the calendar, approve what needs approving, book for people who ask, and step in when something needs canceling. This guide is that day-to-day loop.

Before you start

Have	Why
A role that covers Operations	Resource Booking lives under Operations.
A sense of which resources auto-confirm and which need approval	It's set per resource. Auto-confirmed bookings appear green straight away; the rest wait as red Pending until you act.
Your building's cancellation policy, if resources are paid	Also per resource. Admins can still cancel inside the late-cancellation window and waive the fee; tenants can't.

Creating resources, setting prices, availability, check-in rules and cancellation windows is setup — see Resource Booking. For money, see Take booking payments.

How the job fits together

	Who	What
1. Book	Tenant	Picks a space and a slot in the app. Auto-confirmed, or lands as Pending.
2. Watch	You	The Calendar shows the day; the Requests tab lists everything.
3. Approve	You	Pending requests need a status change.
4. Book for someone	You	When a tenant asks you to.
5. Change or cancel	You	Edit, cancel, or add an internal note.

Step 1: What the tenant does

In the app or on the web, the tenant opens Spaces (or whatever your app calls the booking section), picks a resource, picks a time, taps Book, answers any questions the resource asks, and confirms. If the resource is paid, they choose how to pay at that point.

This is the process to encourage. Tenants will still ask you to book for them; do it (Step 4) and remind them it's quicker in the app.

Step 2: Read the calendar

Operations → Resource Booking opens on the Calendar tab — every resource as a row, today as a 24-hour timeline, a red line at the current time.

Color	Means
🟢 Green	Accepted — confirmed
🔴 Red	Pending — a tenant is waiting for your approval
⬜ Gray	Unavailable — blocked, out of hours, or a combined room's partner is booked

Click any block to open its details: who booked, when, and a status dropdown. Switch to Monthly (top right) for the month at a glance; there, Select resources narrows it to one space or a few.

The Requests tab is the same information as a table — sortable, filterable by date range, resource, status and payment method, and exportable. It opens on Upcoming bookings; switch to Past or All for older ones.

Step 3: Approve or decline

1. On the Requests tab, find the Pending row — or click the red block on the Calendar.
2. Change the Status to Approved or Denied.

The tenant is emailed either way, and gets a push notification. Deny with a reason in mind; tenants can't see one in the app, so if it needs explaining, message them.

Step 4: Book on a tenant's behalf

1. Click Book resource (top right).
2. Book on behalf of — search for the tenant by name or email and select them.
3. Pick the Resource, Date, Start Time and End Time.
4. Click Add booking note if useful — the note is internal, never shown to the tenant.
5. If the resource is paid, choose how it's paid: Credits, Invoice, or Waive payment. The three options stay grayed out until you've picked the tenant and set the date and time, and there's no card option here — see Take booking payments for what each means, why one might show (not available), and what to do when a tenant wants to pay by card.
6. Click Book resource. It's confirmed immediately — no approval step.

💡 Quicker: on the daily Calendar, click an empty slot on the right row. The booking panel opens with the resource, date and time already filled in.

Step 5: Change, cancel, or leave a note

• Change a booking — click it on the Calendar and update the status in the panel; on a free upcoming booking you can also change the date and time.
• Cancel — set the status to Cancelled. You can cancel even inside the resource's late-cancellation window; on a paid booking there, choose Charge cancellation fee or Waive cancellation fee (a full refund). Once a booking has started, you can only cancel it if the resource allows cancellations after the start. The tenant is emailed, and so is the resource's contact email if it's set to get booking emails.
• Booking note — every booking has one internal note field, shared by everyone on your team. Use it for setup requests, catering, "deliver coffee at 2pm". Click the booking, scroll to Booking note, Add booking note, Save.

Option: resources that require check-in

Some resources are set to require check-in, to stop no-shows blocking rooms. The tenant gets reminders to check in — shortly before the start and again after it — and checks in from the app; if they haven't checked in 30 minutes after the start, the booking is released as a No show and the room is free again. You don't need to do anything — but if a tenant complains their room "disappeared", this is why.

FAQ

A tenant can't see a resource that other people can book. Resources are targeted, like content — the resource's Target audience or Buildings setting doesn't include them, or the booking feature itself is limited to specific tenants in Features. Both are setup; check with whoever configured the resource or your Customer Success Manager.

I can't find the tenant when booking on their behalf. The search only finds people with an HqO account. If their name doesn't appear, they haven't signed up yet. Ask them to, and in the meantime book it under your own name with a Booking note saying who it's for.

Why is this booking Pending when others confirm instantly? Auto-confirm is set per resource. Rooms that need a person to approve them — event spaces, the rooftop — will always land as Pending. That's the configuration, not a fault.

Two rooms show as unavailable when only one was booked. They're a combined resource — a divisible space bookable as one or as parts. Booking the whole blocks the parts, and vice versa. It's working as intended.

A tenant wants to cancel but the app won't let them. They're inside the resource's late-cancellation window and it doesn't allow late cancellations, or the booking has already started. Inside the window you can cancel for them from the Calendar and, on a paid booking, choose whether to charge the cancellation fee.

Can I export the bookings for last month? Yes — Requests tab, switch to Past, set the Date filter to last month, click the download icon (Export CSV), pick the columns and click Export.

Where to find the analytics

• Operationally — the Requests tab, filtered and exported. It has every booking with requester, resource, time, status and price.
• Money — Take booking payments covers Transactions and the Credits usage report.
• Over time — Intelligence → My Portfolio Analytics → Features → Resource Booking for booking trends across the building. Filter by Tenant to see which companies actually use the spaces they have access to. On the Portfolio Analytics tab, using a bookable resource counts toward Engagement.

Related

• Resource Booking — resources, availability, cancellation policies, kiosks, calendar sync
• Take booking payments — credits, card and invoice
• Add a new tenant — giving a new company access to the booking feature