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Adding Notes to Bookings - Track Special Requests

3 min read Beginner For Owner, Manager, Staff Updated about 2 months ago
Quick Answer
Notes can be added during checkout by customers (special requests field) or by staff on the booking detail page. View notes in the booking details to see any important information.

Adding Notes to Bookings

Notes help you deliver personalized service and maintain records. Track special requests, document important information, and ensure your team has the context they need.

Types of Notes

Customer Notes (Checkout Notes)

Entered by customers during booking:

  • Special requests
  • Preferences
  • Occasions (birthday, anniversary)
  • Arrival information

Staff Notes

Added by your team:

  • Observations during check-in
  • Issues or incidents
  • Equipment condition notes
  • Follow-up reminders

Customer-Entered Notes

How Customers Add Notes

During checkout, customers see a Special Requests or Notes field:

Example customer notes:

Celebrating my wife's birthday—can you have something special waiting?

First time renting a boat, may need extra help with orientation.

Arriving from out of town, might be 15 minutes late.

Where to Find Them

Customer notes appear:

  • On booking confirmation page
  • In booking details (dashboard)
  • In confirmation emails (to your team)
  • At check-in display

Adding Staff Notes

When to Add Notes

Add notes when:

  • Customer has special needs
  • Something noteworthy happens
  • For future reference
  • To communicate with team

How to Add Notes

  1. Open the booking details
  2. Find the Notes section
  3. Type your note
  4. Save

Example Staff Notes

At Check-In:

Customer mentioned they're beginners. Gave extended safety briefing. Very nice family.

During Rental:

Customer called—running 30 min late on return. Approved with no charge.

At Check-Out:

Small scratch on port side—pre-existing, documented in check-in photos.

For Follow-Up:

Customer interested in booking for 4th of July. Said to call when calendar opens.

What to Document

Always Note

  • Customer special requests
  • Any issues or incidents
  • Deviations from normal process
  • Damage (before or after rental)
  • Complaints or concerns

Good to Note

  • Customer preferences discovered
  • Helpful information for next time
  • Positive feedback
  • Referral sources
  • Upsell opportunities

Keep Professional

  • Stick to facts
  • Keep notes relevant
  • Avoid opinions or judgments
  • Remember notes may be seen

Using Notes Effectively

Before Check-In

Review notes to:

  • Prepare for special requests
  • Know what customer mentioned
  • Have extras ready if noted

During Service

Update notes with:

  • Any changes or incidents
  • Customer feedback
  • Important observations

After Service

Add notes about:

  • How things went
  • Anything for next time
  • Follow-up needed

Team Communication

Notes help your team:

  • Know customer preferences
  • See history and context
  • Provide consistent service
  • Avoid asking again

Example workflow:

  1. Morning shift reviews today's check-ins
  2. Sees note: VIP customer, third visit this month
  3. Greets by name, thanks for loyalty
  4. Customer feels valued

Visibility

Who Sees What

Note Type Staff See Customer Sees
Customer checkout notes ✓ ✓
Staff internal notes ✓ ✗
Confirmation notes ✓ ✓

Privacy Considerations

  • Don't put sensitive information in customer-visible notes
  • Keep staff notes professional
  • Assume notes may be reviewed

Best Practices

Be Clear

Write so anyone on your team understands.

Be Concise

Note the key points, not lengthy stories.

Be Timely

Add notes while details are fresh.

Be Professional

Keep notes factual and appropriate.

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Frequently Asked Questions

How do customers add special requests?
During checkout, there's a Special Requests or Notes field where customers can enter preferences or requests. This information appears on the booking for staff to see.
How do I add notes to a booking?
Open the booking details and find the Notes section. Add any relevant information—it's saved with the booking and visible to your team.
Can customers see staff notes?
Staff notes are typically internal and not visible to customers. Customer-entered notes are visible to both staff and the customer.
What should I put in booking notes?
Document special requests, customer preferences, important observations during check-in/out, any issues or incidents, and information for future reference.