Book Reservations on Behalf of Users

Definitions:

FE User → stands for Front End User; refers to those that are using the website & app
CTA → stands for Call to Action; in our platform, typically refers to a clickable button
Individual Reservation → a reservation booked on behalf of a registered platform user
Group Reservation → a reservation booked on behalf of an undefined/guest user (not a registered platform user)

Description: Enables Hub admins to create, edit, and cancel reservations on behalf of both registered platform users (Individual) and undefined/guest users (Group). Admins have full control over the booking flow, including selecting payment methods (card, payment link, or non-electronic), overriding costs, answering prompts, and adding add-ons on behalf of the user.

Key Users: Hub Admins

Use Case:

A senior resident calls the front desk to reserve a spot. The resident has an account but isn’t comfortable navigating the app. The front desk associate pulls up the venue in Hub, books the reservation on their behalf, and selects a payment method that fits the situation - whether card, payment link, or logging a cash/check payment.
A busy resident calls in to book a reservable space but wants to pay later. The admin books the reservation and sends a payment link. The booking is held in Pending state until the resident completes payment. If the link expires before payment is made, the reservation is automatically cancelled and the resident is notified by email.
A community has after-hours pricing rules (e.g., additional fees for reserving outside standard operating hours). An admin can override standard scheduling parameters and add line-item or total-level cost adjustments to accommodate the situation, with a confirmation acknowledgment logged to the record.

How to Access:

Admin | To Book on Behalf of (Individual/Registered User): Log into the Hub → Reservations → Book on Behalf → Search and select a resident profile → Select venue, date/time, rate, and add-ons → Select Payment Method → Complete Booking
Admin | To Book on Behalf of (Group/Undefined User): Log into the Hub → Reservations → Book on Behalf → Enter group/guest name & email instead of selecting a profile → Select venue, date/time, rate, and add-ons → Input Non-Electronic Payment Method Note → Complete Booking
Admin | To Edit a Reservation: Log into the Hub → Reservations → Select the desired reservation → Edit → Make changes → Confirm updated payment breakdown → Save
Admin | To Override Scheduling Parameters: Log into the Hub → Reservations → Book on Behalf or select desired reservation to edit → Enter desired reservation details → Check the acknowledgment box → Confirm override to proceed
Admin | To Override Cost: Log into the Hub → Reservations → Select the desired reservation → Edit → Custom Price Override checkbox → Adjust rates or add additional fees → Save → Confirm the new payment breakdown
Admin | To Cancel a Pending Reservation: Log into the Hub → Reservations → Select the reservation → Cancel → Select desired course of action → Confirm
Admin | To Add Additional Reservation Fees: Log into the Hub → Reservations → Book on Behalf → Search and select a resident profile → Select venue, date/time, rate, and add-ons → +Add Fees → Add Fee Label & Cost → Select if the fee is taxable → Select Payment Method → Complete Booking
Admin | To Log Pending Non-Electronic Payment as Paid: Log into the Hub → Reservations → Select the reservation → Mark Surcharge (or Refund) Settled

Associated Notifications:

Receiver of Notification	Trigger	Meaning
FE User	Admin books reservation on their behalf	User receives a confirmation email with reservation details
FE User	Reservation updated by admin	User receives an email with the updated reservation details
FE User	Complete your booking	A payment link is sent to the user to pay for the reservation or the additional costs associated with an update made to the reservation
FE User	Decrease in cost from reservation update	User receives a refund notification
FE User	Payment link expires	User receives an email notifying them their reservation has been cancelled because the payment link expired
FE User	Admin cancels pending reservation	User is notified that the reservation has been cancelled; no payment was collected so no refund is issued
FE User	Payment Confirmation	Following payment, user receives payment confirmation/receipt
Hub Admin	Reservation Difference Needs Manual Settlement	A reservation paid for via non-electronic payment (cash/check) requires additional payment to cover an update to the reservation. Payment will need to be coordinated outside the platform and marked settled in the hub.

Important Notes:

Reservations booked with a payment link start in a Pending (temporary) state. The reservation is not editable while in this status. Once the resident completes payment, the reservation moves to Confirmed.
Payment links expire after a set time period (defaulting to 7 days, but capped at 24 hours before the reservation start time for near-term reservations or the start time of the reservation for those booked less than 24 hours in advance). When a link expires, the reservation is automatically cancelled and the time slot is freed up.
Hub admins can cancel a pending reservation at any time. Since no payment was collected, no refund is issued and the outstanding payment link is voided. When cancelling a pending reservation, hub admin will have the ability to choose between cancelling just the pending changes, or cancelling the entire reservation.
When payment is collected via Non-Electronic Payment (cash/check), it is recorded in Hub for audit purposes, but no payment is processed through the platform. The community is responsible for collecting and routing payment outside the system. The same applies to refunds. If updates are made to a reservation originally paid for via non-electronic method, any additional payments will also need to be collected via non-electronic method.
In the event that a reservation is paid for via Online Payment input by the hub admin or via a non-electronic payment method, any waivers that need to be signed or prompts that need answering will need to be handled outside of the platform. If payment link is used to collect payment, the user will be able to complete the waivers/prompts at that time.
When a hub admin overrides scheduling restrictions (e.g., minimum/maximum days out, buffer period, booking availability window), a confirmation modal appears listing the specific conflicts. The admin must acknowledge and accept responsibility before proceeding. Override data (who acknowledged, when, and for which reservation) is logged in the database.
If a cost override sets the reservation to $0, no payment method selection is required.
No additional hub admin review or approval is required when a hub admin has completed the booking action on behalf of a user.
When creating a group reservation, the email added to the reservation will receive email confirmation for the reservation and any subsequent updates made. All group reservations must be paid for via a non-electronic payment method.
Additional fees can be added to the reservation outside of add-ons or standard charges for any miscellaneous fees that may need to be handled.
Hub admin are able to override most reservation parameters, other than scheduling conflicts (prevents double-bookings), creating a reservation on blackout dates, or creating a reservation with a start time in the past.