Q1: How do I accept a booking?
A: To accept a booking, visit the ‘Bookings’ page and under outstanding booking requests, select ‘Accept’.
Q2: How do I reject a booking?
A: To reject a booking, visit the ‘Bookings’ page and under outstanding booking requests, select ‘Reject’.
Q3: What will the guardian see when I decline a booking?
A: The parent will receive an SMS confirming that you cannot accommodate the request. We will not share the reason for the booking rejection. If partial availability is available (e.g. you have instant book availability for the afternoon but cannot accommodate a full day), we will let the user know they can book that specific session.
Q4: Can I put a booking on hold?
A: If you sometimes take longer than 2 business days to respond to bookings, the ‘On hold’ feature is available. Contact us if you wish to enable this feature.
Q5: What do parents see when I respond to a booking?
A: Parents will receive an SMS notifying them of your response.
Q6: Can I change a "rejected" booking to "accepted"?
A: If you can now accommodate a rejected booking, please reach out to support@bookpebble.co.uk or your dedicated CSM. We can liaise with the parent and ask them to rebook the session.
Q7: Where am I notified of new bookings?
A: New bookings are shown on the Bookings page under the title 'outstanding booking requests'. You will also receive an email to your primary email address.
Q8: Can the notification email go to more than one address?
A: Yes, you can send booking notifications to 2 email addresses, Contact us if you wish to enable this feature.
Q9: Can I export my bookings?
A: If you would like an export of your bookings, please contact your CSM.
Q10: Can pending guardians make a booking?
A: Pending Guardians are only able to request a booking, they can not use the instant book function.
Q11: Can all guardians pay via tax exempt?
A: Yes, all guardians will see the "Don’t need to pay on Pebble?" Button. This will allow them to choose one of the below methods of payment:
- This is an emergency care session paid for by my employer
- This session will be paid via tax-free account
- This is a day in lieu
- This is a settle-in session
These bookings will always come through as a request regardless of if your availability planner is showing spaces, allowing you to check the validity of the request. The bookings will be included in your monthly finance report, allowing your finance team to reconcile payment.
Should a parent continuously choose an option that does not apply to them, please let us know and we will liaise with them. You can also block such a user from booking via the platform, if necessary.
We value your input and are always looking for ways to improve our communication and services.
If you have any questions or feedback, please don’t hesitate to get in touch with our CS team at support@bookpebble.co.uk or on the live chat support.