How-to

Understanding your reservation status

Last updated : 30 May 2024

Certainly, here's a simplified explanation of different reservation statuses for your experience: 

  • Arriving today: The guest is arriving within the next 24 hours.
  • Arriving tomorrow: The guest will arrive soon, but not within 24 hours.
  • Awaiting guest ID: The host is waiting for the guest to verify their identity within 12 hours, or the request will expire.
  • Awaiting guest review: The guest has completed the experience and has 14 days to write a review of their experience.
  • Awaiting payment: The guest's payment hasn't gone through, and they have 24 hours to update their payment info. Otherwise, the reservation will be canceled without a penalty.
  • Cancelled: The reservation was canceled, possibly because the guest didn't verify their identity within 12 hours or their payment didn't go through and they didn't update it within 24 hours. It could also be canceled by the host, guest, or hekaya.
  • Completing out today: The guest will complete the experience within the next 24 hours.
  • Change pending: Either the host or guest has requested a change to the trip.
  • Confirmed: The trip request was accepted, either by the host or automatically via instant book. Payment has been collected.
  • Currently hosting: The guest is on their trip right now.
  • Invite expired: The guest didn't accept the pre-approved invitation within 24 hours. They can still book but need to send a new request.
  • Invite sent: The host has invited the guest to book specific dates with automatic confirmation. The guest has 24 hours to accept by choosing “Book Now.”
  • Not possible: The requested dates are no longer available for various reasons.
  • Offer expired: The guest received a special offer from the host but didn't accept it within 24 hours.
  • Past guest: The guest has completed their trip.
  • Request declined: The host declined the guest's trip request, and the guest won't be charged.
  • Request expired: Either the host or guest took longer than 24 hours to accept or decline the request. If the guest is still interested, they'll need to send a new request.
  • Request withdrawn: The guest sent a trip request but then decided to cancel it.
  • Review guest: The trip is over, and the host has 14 days to leave a review for the guest.
  • Special offer sent: The host has invited the guest to book specific dates at a different price than what's listed. The guest has 24 hours to accept by choosing "Book Now," and the reservation is automatically accepted.
  • Trip changed by hekaya: Hekaya’s customer support team made changes to the trip on behalf of the host or guest.
  • Trip change declined: The host declined the guest's request to change trip details.
  • Trip change requested: The guest has requested changes to the trip details. If the host doesn't accept, they'll need to stick with the original plan or cancel.
  • Trip change sent: The host has requested changes to the trip details. If the guest doesn't accept, they'll need to stick with the original plan or cancel.
  • Trip declined: The guest asked a trip question, and the host declined it, meaning the guest can't send a trip request. This might be due to a change in availability.
  • Inquiry: The guest asked a question about specific dates but hasn't sent a trip request yet. Hosts are encouraged to respond within 24 hours and invite guests to book, decline, or send a special offer before the inquiry expires.
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