How to manage my Day to Day communication for Leads & Booking requests from the Sales channels

Introduction

Previously booking requests could only be accepted or rejected via the Sales channel or Rentals United platform. This has since changed and they can now be accepted or rejected in iPRO.  This guide is mostly applicable to clients who have their channel manager account set up as "Request to book" which is a global top level rule set in Rentals United which can only be applied when on Sync Everything and for all properties. 

However guests can still submit booking requests on sales channels where you are on Instant Book so if you are using the iPRO Channel Manager this guide will be of use to you.

Sales channel that currently support booking Requests with the channel manager are

• Airbnb
• Booking.com
• Vrbo

How to manage my Day to Day communication Booking requests via iPRO

This guide explains what booking requests are, how they flow through iPro and Rentals United, and what each action (accept, reject, expiry) actually does. Rather than walking you through clicks, this focuses on understanding the process so you can respond quickly and avoid availability or ranking issues on your sales channels.

How Booking Requests Work

What they are: Booking requests arrive from sales channels into iPro as Provisional Bookings. They represent a guest’s intent to book, but they are not confirmed. In iPro (and in Rentals United) provisional requests do not block availability. However, some sales channels may temporarily hold the dates while a request is pending. That hold is controlled by the sales channel, not iPro.

Where to see them: In View Bookings, use Status > Requests to focus on provisional requests. This isn’t required to process them, but it’s the quickest way to keep an eye on time‑sensitive items.

The 24‑hour clock: When a request arrives, iPro emails you because most channels require action within 24 hours. If you don’t act in time, the request expires on the sales channel, and iPro can no longer accept or reject it. The only path forward is for the guest to submit a new request (or book via another route).

Accepting a Request — What Actually Happens

1. You click Accept in iPro.

2. iPro notifies Rentals United (RU), which forwards the acceptance to the sales channel.

When the sales channel confirms, iPro converts the provisional record to a normal sales channel booking. At that point, availability is blocked in iPro and syncs outward.

3. If a clash occurs (e.g., someone booked the same dates on your website just before confirmation), iPro will warn that the request cannot be accepted and include a link to the booking that is blocking the dates. Resolve the conflict and, if appropriate, ask the guest to submit a new request.

Rejecting a Request — What Actually Happens

1. You click Reject in iPro.

2. iPro notifies RU, which relays the rejection to the sales channel.

3. When the sales channel confirms, the request is marked Cancelled in iPro.

If the sales channel had temporarily held the dates, that hold is released by the sales channel. This may not be instant and is outside iPro’s control.

Expired Requests

If the 24‑hour window passes, the request expires on the sales channel. In iPro you’ll see a warning if you try to accept or reject — neither action is possible. If the guest still wants to book, they must submit a new request. You cannot modify or “revive” an expired request.

Availability Logic — Who Controls What?

iPro & Rentals United: Provisional requests do not block availability.

Sales Channels: Some channels may temporarily block/hold dates when a request is pending. If a date remains blocked after a rejection, it is usually because the channel hasn’t released the hold yet. Give it a short time to sync; if it persists, check the channel portal or contact the channel’s support.

Changes to Requests (Dates, Guests, etc.)

Edits such as changing dates or guest details must be done on the sales channel. iPro cannot alter the content of a pending request; it can only accept or reject. After confirmation, manage standard amendments per your usual process.

Performance Impact on Sales Channels

How you handle requests affects your ranking and conversion on sales channels. Slow responses, frequent expiries, or unnecessary rejections can reduce your visibility and harm metrics used for badges like Superhost and other accolades.

Operational Tips & Good Practice

Respond fast: Aim to accept/reject well within 24 hours to avoid expiries.

Keep calendars accurate: Ensure your direct site, iPro, and channels are in sync to reduce clashes.

Watch for channel holds: If availability looks blocked on a channel while free in iPro, it may be the channel’s temporary hold. Recheck after rejection/expiry, and escalate to the channel if the hold lingers.

Use filters to triage: The Status > Requests view helps you prioritise time‑sensitive items.

Template your comms: Have quick email templates ready for: accepted requests, rejections with alternatives, and expiries asking guests to resubmit.

FAQs

Do booking requests block availability?

Not in iPro or Rentals United. Some sales channels may temporarily hold dates during the request window; this is controlled by the channel.

What happens when I accept?

iPro → RU → Sales Channel. When the channel confirms (Sales Channel → RU → iPRO), iPro converts it to a confirmed booking and blocks availability.

What happens when I reject?

iPro → RU → Sales Channel. When the channel confirms (Sales Channel → RU → iPRO), the request is marked Cancelled. Any channel‑side hold should be released by the channel.

What if the request expires?

You cannot accept or reject. The guest must submit a new request.

A request shows as free in iPro but blocked on the channel — why?

Likely a channel hold for the pending request or a lag in the channel releasing the dates after rejection/expiry.

Can I change request dates in iPro?

No. Changes must be made on the sales channel during the request stage.

I tried to accept but got a conflict warning. What now?

Another booking is blocking the dates. Follow the link in the warning to review the conflicting booking, adjust availability as needed, and ask the guest to resubmit if appropriate.