Quote Acceptances and Missing Guest Details

When a guest accepts a quote, your team is alerted right away so you can confirm the booking quickly, and the guest is asked for any details that are still missing.

What you'll see when a guest accepts

A guest can accept a quote directly from the quote page, or by saying so in the conversation. Either way, the quote shows Accepted by Guest. When the policy asks for nothing at booking and your hotel has automatic reservation creation, the booking is confirmed automatically; without it, the quote stays Accepted by Guest and you confirm the booking directly. For policies that ask for a guarantee, as soon as the reservation exists in your PMS — automatically for hotels with automatic reservation creation enabled, or once your team creates it — the quote moves to Awaiting Guarantee while the guest completes payment. Accepted and awaiting-guarantee quotes are both time-sensitive: keeping the process moving keeps the guest confident and reduces the risk of losing the booking.

How your team is notified

Every active user at your hotel receives an email the moment a quote is accepted. The email summarizes the booking — guest name, dates, room type, number of guests, total amount, and days until check-in — and lays out what's left, which depends on whether your hotel creates holds automatically:

• Automatic reservation creation: the hold is already created and the guest already has payment instructions — the email tells you to wait for payment, then confirm. When the policy asks for nothing at booking, the booking is confirmed automatically and there is nothing to do.
• No automatic reservation creation: the email walks you through creating the hold in your PMS, clicking Request guarantee in Brixa, and confirming once payment is in. When the policy asks for nothing at booking, there is nothing to collect: confirm the booking directly.

The email also offers direct actions — Confirm the booking, Cancel as sold out if the room is no longer available, and View in Brixa to open the quote and the conversation. If a quote is still waiting on you, you may receive a reminder email until it is confirmed or cancelled — this covers both Accepted by Guest and Awaiting Guarantee quotes.

When guest details are still missing

Sometimes a guest accepts before sharing everything needed to register the booking — most commonly their full name or email address. In that case the guest receives a message, in their own language, asking for the missing details. The conversation shows that request, and the quote already shows as accepted, so you do not need to chase the guest yourself in the normal case.

Which details are required, and how far a booking can progress without them, is explained in Reservation Readiness.

While the guest completes payment

Once the guarantee is requested, the quote's status changes to Awaiting Guarantee and stays there until the booking is confirmed. The guest sees a message that the room is being held, or, for hotels whose PMS cannot hold rooms, that it is available and will be booked as soon as the guarantee is in, with your payment instructions for the option they chose — or a secure link to pay or leave a card, if the policy asks for one — and the date the hold needs to be finalized by.

If the guest pays or leaves a card through Brixa's secure link, the booking is confirmed for you (see Ask Guests to Pay or Leave a Card at Booking). Otherwise, confirm the booking yourself — in Brixa or in your PMS — once payment or a guarantee is in place. If nothing happens before that date, the quote expires automatically and the room goes back on sale. See Reservation States Explained for how this fits with your PMS.

When to step in

1. Create the reservation if it isn't automatic. Hotels with automatic reservation creation get the reservation and the Awaiting Guarantee status without any action; otherwise, create the reservation in your PMS (as a hold where your PMS supports holds), check availability, then click Request guarantee yourself.
2. Confirm or release the room promptly. Unless the guest paid or left a card through Brixa's secure link, a person on your team makes this call — the acceptance email exists for that.
3. If the guest goes quiet, consider reaching out personally. A short human message often unblocks a guest who ignored the automated request.
4. If the guest provides details that look wrong — a misspelled email, an incomplete name — correct them in the conversation or the quote before confirming.

If the guest asks for changes instead of providing the details, see When Guests Ask for Changes. For an overview of every status a quote can be in, see Quote Statuses.