How this article can help you
This article explains how the booking request system works on Sezame.
Before you start
For some experiences, the booking is not confirmed automatically. The customer submits a request and the hotel must validate it. No charge is made until the hotel has confirmed.
How does the booking request system work?
If no time slot appears after clicking "Book" but the dates are not greyed out, this is a hotel configured on a booking request basis:
The customer selects the desired date through the Sezame platform.
A card pre-authorisation is taken, but no charge is made immediately.
The hotel receives the request and contacts the customer by phone to agree on a time, then confirms or declines the request based on availability.
If the hotel accepts: the payment is triggered and the customer receives confirmation.
If the hotel declines: the card pre-authorisation is automatically released.
The hotel receives the request and contacts the customer by phone to agree on a time, then confirms or declines the request based on availability.
What does the "Pending booking" status mean?
A pending booking is a request sent to the venue: it does not constitute a confirmed booking. The hotel has a few days to contact you by email or phone to validate the request and agree on a time slot for your experience.
No amount will be charged until the hotel confirms (only a card pre-authorisation is recorded). If the hotel declines the request, the pre-authorisation is automatically released. While you wait to hear back, please remember to check your spam folder and any missed calls regularly.
When will my payment be charged?
For a time slot booking: payment is immediate.
For a booking request: the charge only occurs upon confirmation by the hotel. As long as the request has not been confirmed, there is no actual payment.