What is ‘Request to Book’?

Request to Book allows clients to request to book you again, even if you haven’t set availability in your diary. You can opt in or out of receiving booking requests in the Hero app under Preferences.

How do I receive booking requests?

If you’re eligible for Request to Book, you’ll see an option in your Hero app to turn on Booking Requests. When a client requests a booking, you’ll receive a push notification and email. You can view and respond to requests from the Bookings section in the Hero app.

How long do I have to accept or decline a booking request?

• Same-day bookings: You have 2 hours to confirm or reject a request.
• Next-day or later bookings: You have 2 hours to respond, but this only starts during business hours. (For example, if a client requests a 5 PM booking at 11 PM the night before, you’ll have until 9 AM the next day to respond.)

If you don’t respond in time, the request will expire, and the client will be notified.

 

Can I reject a booking request?

Yes, you can decline a request directly in the Hero app. When declining, you’ll be asked to provide a reason (for internal tracking only - clients won’t see this).

 

Will rejecting requests affect my cancellation and no-show record?

No, rejecting booking requests will not count toward your cancellation, lateness and no-show score. However, Urban tracks acceptance and rejection rates and may revoke your eligibility for Request to Book if rejection rates are consistently high or if we notice discriminatory patterns in rejections.

 

What happens if I don’t respond in time?

If you don’t accept or decline within the response window, the request will expire automatically, and the client will be notified. While this won’t affect your cancellation, lateness and no-show score, timely responses help maintain strong relationships with your clients and improve your chances of getting rebooked.

 

Do I still need to add hours to my diary?

Yes! Adding hours to your diary remains essential for maximising your bookings. Request to Book is designed to give your existing clients another way to request you if they can’t find your availability. If you stop adding hours, you’ll greatly reduce your chances of getting booked, both by returning and new clients.

 

Can I turn off Request to Book?

Yes, you can enable or disable Booking Requests at any time in your Hero app under Preferences. 

 

Will I be notified if a client withdraws their request?

Yes, if a client cancels their request before you respond, you’ll receive a push notification/email, and no booking will be created.

 

What happens when I accept a request?

When you accept a request:

• The booking moves from "Pending" to "Confirmed."
• The client is charged.
• The booking appears in your diary like a normal confirmed appointment.
  

What happens if I reject a request?

If you decline, the client will be notified, and their pending payment will be canceled.

 

Where can I see pending booking requests?

Pending requests appear in the Bookings section of your Hero app. You’ll also see them in your diary, marked as "Pending."

 

What happens to expired requests?

If you don’t respond in time, the request expires, and the client is notified. The booking will disappear from your diary, and the client won’t be charged.

 

Can clients request bookings with all Pros?

No, clients can only request to book Pros that they have had a treatment with in the past, and only when they have enabled Booking Requests in the Hero app can receive requests.

 

Where can I manage my Request to Book settings?

You can enable or disable Booking Requests in the Preferences section of your Hero app.