My Add-ons are not appearing

Does your add-on have a date range and a rate applied to it?

The most common reason for an Add-on not displaying is that you haven’t set up a date and price for it. Each Add-on must have a date range to know when it should display. You can add a rate and date from the Add-on screen by double clicking on your chosen Add-on and inputting a date and price against it in the relevant tabs.

If you would like to hide a zero cost from showing then check the “visible but hide cost” option on the Add-on set-up page.

Are your add-ons applied to the correct units?

Another reason could be that you have only set the Add-on to display on one unit type. Open the Add-on by double clicking on it and select the relevant units on the units tab.


To update your add-ons go to:  Set-up> Configuration> Add-ons



This is a mandatory field as part of the booking process. You can ask your customer how they heard about you eg. through a Google search, the local magazine or if they have been before. You can have as many referral options as you like.

Tip: You can see a pie chart of referral statistics (by month or year) on the dashboard and you can also generate a report of your referral options to see where your marketing really works! 

Emails and the email sequence


These are several email types that fire out along your customers’ booking journey with you. Below is the email sequence.

We’ve provided a basic template for each email, but you might want to change the wording to make it fit with the style of you and your business. Both the email and the document sections are changed or added using a WYSIWYG (What You See Is What You Get) editor.

Sub units

If you need to add a new unit type (parent unit) before adding a new sub-unit then follow this guide on Units.

A sub-unit is a way of creating multiple copies of the same kind of rentable thing (a unit). Subunits are typically used in camping or touring parks for individual pitches – but can be used for fixed lodges, caravans and other properties wherever the rules for each sub-unit remain broadly the same as the parent unit.

Please note: a sub-unit will always look at the settings and rates on the PARENT UNIT, unless you override them on the sub-unit level. So, if you want all your subunits to inherit the settings you’ve put on the parent unit, just keep all the subunit settings set at zero.

In particular, the available date range of all subunits under a unit need to be the same. 

However, maximum / minimum occupancy and pricing can differ from subunit to subunit.

If you put pricing in at the sub unit level to override that of the parent unit, the parent unit still needs to hold some price value, so that availability on that unit remains active.

Your customer’s booking process

There are 5 stages to the customer booking process

  1. Booking:* Choosing the category, unit, date, number of nights and number of people.
  2. Add-Ons: * Your ‘upselling’ opportunity – sell your customers welcome packs, extra linen, beach towels, logs, fire pits, you name it!   Also useful for finding out more information. This is all controlled in the ‘Add-On’ section.
  3. Your Party: * This contains the information collected about the people coming.  Referral option and Terms and Conditions are mandatory fields in this section.
  4. Checkout & Payment:  Telephone bookings have a variety of payment options, online customers will choose to pay or reserve depending on your configuration.
  5. Complete:  A ‘thank you’ and complete message for you and the customer, allocating their booking reference number.

*These stages can be renamed to your liking by navigating to Setup > Configuration > Booking Process Headings/Messages for more information please see our Booking Process Headings article. 

Allowing multiple online bookings with one checkout payment

The system can be configured to allow your online customer to make one deposit payment at the checkout for several bookings, for example, additional bookings for themselves later in the year or for a different person.

Separate bookings (with different reference numbers) are created and flagged with a link symbol in the bookings list.

If you would like this enabled on your account, just let us know by emailing

Read more on multiple bookings in the back office here. 


‘Category’ is the top level booking configuration.

Here you need to define the type of accommodation you are selling – for example, self-catering cottages, apartments, camping & touring, glamping and/or bunkhouse.

Applying a booking alias

If you want to add a Booking Alias to a booking, for example ‘Helston Scouts’ or ‘Gumball Rally’ (instead of a leader’s name), you can do so once the booking has been made.

Find the booking you want to amend under ‘Bookings’.

Click on the ‘Make Changes’ button at the top right of the screen.

Underneath the ‘Booking Ref’, you will see ‘Alias’. Click on N/A and the field will become a white free field for you to edit as you like.

Click on ‘Save Changes’ at the the top right of the screen and your new alias will be applied to the booking.


Booking reference numbers

The standard booking reference number sequence used by anytime booking is 001, 002, 003 etc.

However, you are able to tell the system to use a different format for your booking references if you want to.

NB. You must set the reference format before you make any bookings (even test bookings) as the system will not be able to change the reference format once you have bookings recorded in the database.