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Adding Booking Notes

Use internal notes to share important information with your team

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Adding Booking Notes

Booking notes are your team's internal communication tool. Use them to record special requests, important guest information, or operational details that help everyone deliver exceptional experiences.

Why Booking Notes Matter

Good notes help you:

  • Remember special requests like dietary requirements or accessibility needs

  • Share information across your team seamlessly

  • Prepare properly for each guest's arrival

  • Personalise experiences based on guest preferences

  • Maintain context when different team members handle the same booking

Types of Notes You Might Add

Guest Preferences

  • Dietary requirements (vegetarian, gluten-free, allergies)

  • Accessibility needs (mobility aids, hearing assistance)

  • Language preferences

  • Previous experiences with your business

Operational Details

  • Pickup location specifics ("Blue house on the corner")

  • Equipment requirements or sizes

  • Special arrangements made

  • Third-party supplier confirmations

Communication History

  • Phone conversations with guest

  • Email exchanges of note

  • Promises made or special deals offered

  • Complaint resolutions

Team Instructions

  • Staff assignments

  • Preparation requirements

  • Safety considerations

  • Follow-up actions needed

Step-by-Step: Adding a Note

Step 1: Open the Booking

  • Navigate to Calendar or Bookings

  • Find and click on the relevant booking

  • The booking details panel will open

Step 2: Access the Notes Section

  • Scroll to the Notes section of the booking

  • You'll see any existing notes displayed

  • Click Add Note

Step 3: Write Your Note

  • Enter your note in the text field

  • Be clear and concise

  • Include relevant details without unnecessary information

  • Consider who will be reading the note

Step 4: Save the Note

  • Click Save Note

  • Your note will appear with a timestamp

  • Your name will be recorded as the author

Viewing and Managing Notes

Reading Notes

All team members with booking access can view notes. Notes display in chronological order with:

  • The note content

  • Who added the note

  • When it was added

Editing Notes

To edit an existing note:

  • Find the note you want to change

  • Click the Edit icon

  • Make your changes

  • Click Save

Deleting Notes

To remove a note:

  • Find the note to delete

  • Click the Delete icon

  • Confirm the deletion

Note: Deleted notes cannot be recovered, so be certain before removing.

Writing Effective Notes

Be Specific

Instead of: "Guest has food issues" Write: "Guest is allergic to shellfish and tree nuts - confirmed severe allergy, carries EpiPen"

Be Actionable

Instead of: "Call the guest" Write: "Call guest to confirm pickup time - prefers morning calls before 10am"

Be Professional

Remember notes may be seen in various contexts. Keep them:

  • Factual and objective

  • Respectful in tone

  • Free of unnecessary opinions

Notes for Different Team Members

Consider who needs to see the information:

For Guides/Operators

  • Safety information

  • Guest experience level

  • Equipment needs

  • Pickup details

For Office Staff

  • Payment arrangements

  • Contact preferences

  • Booking history context

  • Follow-up requirements

For Management

  • Complaint details

  • Special pricing authorised

  • VIP treatment instructions

  • Partnership or agent information

Using Notes Effectively as a Team

Before the Experience

  • Review all notes during daily briefing

  • Highlight critical information (allergies, accessibility)

  • Assign responsibilities based on notes

During the Experience

  • Reference notes for personalisation

  • Add new notes if important information emerges

  • Record any incidents or notable events

After the Experience

  • Note any follow-up required

  • Record feedback or comments from guests

  • Update for future bookings with returning guests

Best Practices

  • Add notes promptly while details are fresh

  • Use consistent formatting across your team

  • Highlight urgent items clearly (e.g., ALLERGY:, IMPORTANT:)

  • Review regularly and remove outdated information

  • Train your team on what to note and how

Notes vs. Special Requirements Field

Some bookings have a dedicated "Special Requirements" field filled by guests. Use this for guest-submitted information, and internal notes for team-only communications.

Thorough, well-written notes ensure everyone on your team can deliver the personalised, professional experience your guests deserve.

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