Understanding the Booking Process
Last updated: November 2025
Learn the complete booking lifecycle in InnGO, from initial reservation to guest checkout. Understanding this process helps you manage your hotel more effectively.
The Complete Booking Lifecycle
Every booking goes through these stages:
1. Booking Creation → 2. Confirmed → 3. Checked In → 4. Checked Out
Stage 1: Booking Creation
How Bookings Are Created
Direct Booking (Dashboard):
- Hotel staff creates booking manually
- For walk-ins, phone reservations, or email bookings
- Most common method in Nigerian hotels
- Immediate confirmation
Online Booking (Professional Plan):
- Guests book directly through your hotel website
- Automated availability check
- Instant confirmation email
- Payment processed online via Paystack
Phone/WhatsApp Reservation:
- Guest calls or messages to book
- Staff confirms availability
- Manually creates booking in InnGO
- Sends confirmation to guest
Information Collected
- Guest full name
- Contact details (phone, email)
- ID information (type and number)
- Check-in and check-out dates
- Room preference
- Payment details
- Special requests
Stage 2: Confirmed Status
When booking is created, it automatically gets "Confirmed" status.
What Happens in Confirmed Stage
- Room is reserved and blocked from other bookings
- Guest receives confirmation email (if enabled)
- Booking appears in your bookings list
- Room shows as "Reserved" in room availability
- Countdown to check-in date begins
Your Responsibilities
- Send booking confirmation to guest
- Collect deposit or full payment
- Note special requests in booking
- Prepare room before arrival
- Confirm booking 24 hours before check-in
💡 Best Practice: Call or message guests 1 day before check-in to confirm arrival time and answer any questions.
Stage 3: Check-In Process
On Guest Arrival
Step 1: Locate booking in InnGO dashboard
Step 2: Verify guest identity with ID
Step 3: Collect balance payment (if partial paid earlier)
Step 4: Update booking status to "Checked In"
Step 5: Give guest room key and welcome information
What Happens When You Mark as Checked In
- Room status changes from "Reserved" to "Occupied"
- Guest welcome email sent automatically
- Check-in time recorded in system
- Room no longer appears in available rooms
- Dashboard shows guest as current occupant
Check-In Best Practices
- ✓ Welcome guest warmly
- ✓ Verify ID matches booking name
- ✓ Confirm check-out date with guest
- ✓ Explain breakfast times, WiFi password, amenities
- ✓ Ask about special needs or requests
- ✓ Provide emergency contact numbers
- ✓ Update status in InnGO immediately
⚠️ Important: Always update booking status to "Checked In" when guest arrives. This keeps your occupancy records accurate.
Stage 4: During Stay
While Guest is Checked In
- Monitor guest satisfaction
- Address any issues or requests promptly
- Record additional charges (room service, laundry, etc.)
- Track payment status in InnGO
- Prepare for checkout
Adding Extra Charges
Step 1: Open the booking
Step 2: Click Add Charge
Step 3: Enter description and amount (e.g., "Room service - ₦5,000")
Step 4: Total balance updates automatically
Extending Stay
If guest wants to stay longer:
- Check room availability for extended dates
- Edit booking to update check-out date
- System recalculates total cost
- Collect additional payment
- Confirm new checkout date with guest
Stage 5: Check-Out Process
On Guest Departure
Step 1: Review final bill with guest
Step 2: Collect any outstanding balance
Step 3: Collect room key
Step 4: Update booking status to "Checked Out"
Step 5: Thank guest and request feedback
What Happens at Checkout
- Room status changes from "Occupied" to "Cleaning"
- Checkout time recorded in system
- Thank you email sent to guest
- Room becomes available after cleaning
- Booking marked as completed
Post-Checkout Tasks
- Inspect room for damage
- Send room to housekeeping for cleaning
- Update room status to "Available" when clean
- Process payment receipt if requested
- Follow up for reviews or feedback
Alternative Outcomes
Cancellation (Before Check-In)
If guest cancels reservation:
Step 1: Update booking status to "Cancelled"
Step 2: Process refund according to your cancellation policy
Step 3: Room automatically becomes available
Step 4: Send cancellation confirmation to guest
No-Show
If guest doesn't arrive and doesn't cancel:
- Wait until after standard check-in time (usually 2-3 hours past)
- Try contacting guest via phone/email
- Mark as "Cancelled" or "No-Show" if no response
- Follow your hotel's no-show policy for payment
- Release room for other bookings
Early Checkout
If guest leaves before planned checkout date:
- Edit booking to update checkout date to today
- Recalculate charges for actual nights stayed
- Process refund for unused nights (if applicable)
- Mark as "Checked Out"
- Clean and prepare room for next guest
Payment Flow Throughout Process
Typical Payment Timeline
At Booking (Confirmation):
- Deposit or full payment collected
- Status: Paid, Partial, or Unpaid
At Check-In:
- Collect balance if partial payment made
- Verify payment status
- Issue receipt
During Stay:
- Add extra charges as incurred
- Track running balance
At Checkout:
- Present final bill
- Collect any outstanding amount
- Mark as fully paid
- Provide receipt
Booking Status Summary
| Status |
Meaning |
Room Status |
| Confirmed |
Reservation made, awaiting arrival |
Reserved |
| Checked In |
Guest has arrived and is staying |
Occupied |
| Checked Out |
Guest has departed |
Cleaning → Available |
| Cancelled |
Booking cancelled before arrival |
Available |
Nigerian Hotel Context
Common Booking Patterns
Corporate Bookings:
- Often unpaid at creation (company invoice)
- Payment after stay or monthly billing
- Require special paperwork
Weekend Getaway:
- Full payment expected upfront
- Friday-Sunday bookings common
- Peak season: December, Easter
Event Bookings:
- Weddings, conferences, family gatherings
- Multiple rooms, same dates
- Group pricing and coordination
Long-Stay Guests:
- Weekly or monthly bookings
- Negotiated rates
- Periodic payment schedule
Handling NEPA Outages
- InnGO works offline - continue processing bookings
- Data syncs when power/internet returns
- Keep manual backup of critical bookings
- Inform guests about generator hours
Best Practices for Smooth Process
- ✓ Update booking status in real-time at each stage
- ✓ Communicate clearly with guests throughout their stay
- ✓ Collect contact information accurately
- ✓ Record payments immediately when received
- ✓ Note special requests and ensure they're fulfilled
- ✓ Send confirmation and reminder messages
- ✓ Inspect rooms before guest arrival
- ✓ Follow up after checkout for feedback
Common Issues and Solutions
Guest arrives but booking shows "Confirmed"
Solution: Update status to "Checked In" immediately. Train staff to update status when guest arrives.
Room showing occupied after guest left
Solution: Update booking to "Checked Out", then change room status to "Cleaning" or "Available".
Double booking occurred
Solution: InnGO prevents this, but if it happens, accommodate guest in similar room or upgrade at no extra cost.
Payment confusion at checkout
Solution: Keep payment records updated in InnGO throughout stay. Review charges with guest before final bill.
Need More Help?
For booking process assistance:
- Email: support@inngo.com
- Live chat in dashboard
- Visit Help Center
- Related guides: