How to Create a Staff Booking with a Conflict Override
How staff can override an after-service buffer conflict when creating a booking, by entering a required reason that is saved to the booking's audit trail.
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Staff can create bookings on behalf of residents from the amenity booking flow. This guide covers what happens when the booking you're creating conflicts with another reservation's after-service buffer window, and how to override that conflict if you know it's safe to proceed.
Who can use it: Staff or PMs with amenity edit permission on the property. Residents never see an override option; a conflict on the resident app is always a hard block.
Steps
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Start a new booking. From the amenity's booking screen, choose the resident, date, and time as usual.
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Watch for a conflict warning. If the time you selected falls inside another booking's after-service buffer window, a warning card appears in Step 2 ("Details") explaining the conflict.
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Choose "Pick different time" or "Override & proceed." Picking a different time clears the warning without further action. Overriding requires an extra step.
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If you override, enter a reason. A confirmation dialog asks for a required reason, for example "Cleaning between 4 and 4:30 PM was already coordinated with the resident in unit 1604." Click Confirm override once you've entered it.
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Continue the booking as normal. Once you've confirmed the override, the wizard proceeds to pricing and confirmation exactly as any other booking would.
What gets recorded
Every override is saved to the booking's audit trail along with the reason you entered, so there's always a record of why a conflict was allowed to proceed.
What can't be overridden
A hard cap on the number of overlapping bookings an amenity allows at once can never be overridden, by anyone. If a booking would exceed that cap, it's blocked regardless of any reason given. The same rule applies whether you're creating a new booking or editing an existing booking's date and time.
Skipping vendor notifications for one booking
If the amenity has vendor notification rules set up, the confirmation screen shows a toggle to skip auto-creating vendor service tickets for this specific booking only. Turning it off does not change or delete the underlying rule; it only affects this one booking.