How Customers Book

An overview of the end-to-end public booking experience your customers go through.

The Booking Flow

1. Browse Categories

Customers land on your booking page and see available campsite categories. The search bar reads Site Type, Travel Dates, Guests and Search.

The Guests field shows a summary of the party, such as "2 guests" or "2 adults, 1 child, 1 under 4". Clicking it opens a panel with steppers:

Adults
Children - With the children's age range across all your areas under it, such as 4-15.
Under 4s - With "Free" under it. The number is the highest babies and toddlers age across your areas.

The Children and Under 4s rows appear when an area uses them. Otherwise the panel shows one Guests stepper. Click Done, click outside the panel or press Escape to close it.

Each category card shows images, descriptions, and pricing information. After a search, each result card shows a summary of Check In, Check Out, Guests (one line each, such as "3 adults", "2 children", "1 under 4"), Duration and Total.

2. View Category Details

Clicking on a category shows the full details page with:

An image gallery (or placeholder if no images are uploaded).
Tabs for Description, Features, and Booking Policies.
Guest capacity information.
Badges for site type, free sites, and pet-friendly sites.

3. Select Dates & Guests

On the category detail page, customers use the booking widget to select check-in and check-out dates, and set the party with the Adults, Children (with the age range under it) and Under 4s (Free) steppers. The system checks availability in real time.

The steppers stop at the area's maximum guests, shown under them as "This site accommodates 2-6 guests".

4. Choose a Site or Auto-Allocate

Customers can click Book Now to let the system auto-allocate a site, or click Choose A Specific Site to browse available sites. When choosing a specific site, each site shows its site number, size, notes, and total price for the stay. If the campground has maps configured, an interactive map highlights available sites.

5. Confirm Details & Select Add-ons

Customers are taken to the booking form where they fill in their personal information, select any available add-ons, enter pet details if applicable, enter their vehicle registration if your park asks for it, fill in any custom checkout fields you have configured, enter a billing address, and optionally apply a discount code.

6. Payment

After submitting details, a 10-minute countdown timer starts and the customer is taken to the payment page. They pay using your configured payment gateway. The order summary shows a full breakdown of accommodation, add-ons, pet fees, discounts, and total.

7. Confirmation

After successful payment, customers see a confirmation page with:

Booking reference, status, check-in/check-out dates, guests, site number, and notes. Guests read as the party, such as "2 adults, 2 children, 1 under 4", or "4 guests" for an all-adult party. The stay summary, emails, PDFs and invoices use the same wording.
Pet details (if applicable).
Add-on details (if applicable).
Guest information (name, email, phone, address).
Invoice details with download links.
Billing details (if a separate billing contact was provided).
An Add to Calendar option.
Next steps including links to Manage Your Bookings and Continue Browsing.

The 10-Minute Timer

Once a customer proceeds to the payment page, their selected site is held for 10 minutes. If they do not complete payment within this time, the reservation is automatically released and the site becomes available to others.

Emails Sent to the Customer

The following emails are sent automatically throughout the booking lifecycle:

Booking Confirmation - Sent immediately after payment. Includes booking details and any invoice PDFs as attachments.
Invoice - Sent separately at the same time as the booking confirmation. Includes a payment link and the invoice PDF attached. This is a distinct email from the booking confirmation.
Upcoming Booking Reminder - Sent a configurable number of days before check-in (e.g. 1 day, 3 days, 1 week). Subject and content are customisable in your email settings.
Self-Check-In - Sent the evening before check-in if self-check-in is enabled. Contains a secure check-in link valid for 48 hours.
Post-Stay - Sent a configurable number of days after checkout. Subject and content are customisable. Can include a Google Review link if your Google Places listing is connected.
Booking Cancellation - Sent if the booking is cancelled.
Booking Extension - Sent if the booking is extended, showing old and new checkout dates and any additional invoice.