Trip Services
Trip service items are the experiences, transfers, and arrangements that make up a guest's stay. Each item lives in the booking's trip portfolio and moves from request to completion.
Overview
A service item is one service for one guest: an airport transfer on arrival day, a sunset sailing tour on Tuesday, a private chef dinner on Thursday. Your team tracks it with an internal status, while the guest sees a simpler one.
Service items come from two places:
- Your team: a concierge adds the service after a call, WhatsApp message, or email from the guest.
- The guest: the guest requests it from the guest portal.
Either way, the item enters the same workflow.
Service Categories
Every service item has a type:
| Type | Examples |
|---|---|
| Activity / Tour | Zip-lining, horseback riding, snorkeling, fishing charter |
| Transfer | Airport pickup, airport drop-off, transport to a town |
| Car Rental | A rental car for the stay |
| Private Chef | In-villa dinner, breakfast service |
| Wellness | Massage, yoga, spa treatments |
| Other | Grocery pre-stocking, babysitting, equipment rental |
Adding a Service
To add a service to a guest's portfolio:
- Open Portfolios and click the booking's portfolio.
- Click Add Service.
- In From Catalog, pick a catalog entry, or choose Enter manually.
- Fill in the rest:
| Field | What it's for |
|---|---|
| Provider | Optional. You can assign one now or when you confirm. |
| Service Type | Activity / Tour, Transfer, Car Rental, Private Chef, Wellness, or Other. |
| Service Name | A clear name, for example "Sunset Catamaran Tour". Required. |
| Date | When the service takes place. Required. |
| Time | Optional. |
| Guest Count | How many people the service is for. |
| Guest Notes | Special requests or notes the guest can see. |
- Click Add Service.
For a transfer catalog entry, the form asks for the transfer details instead: the direction, vehicle, party (adults and children's ages, with suggested car seats), and the flight or pickup place. You can look up a flight by its number and date, or enter it by hand.
The new item starts as Requested, and the guest sees it as Pending. Price and payment terms are set when you confirm.
Dual Status Tracking
Each item has two statuses: one for your team and one for the guest.
Internal Statuses
| Status | Meaning | Next step |
|---|---|---|
| Requested | A new request. It may or may not have a provider yet. | Send it to the provider, or confirm it yourself. |
| Awaiting Provider | The request was sent to the provider and you're waiting for their reply. | Wait, resend, or recall it. |
| Confirmed | The service is booked with its price and payment terms. | Mark it complete after it happens. |
| Completed | The service was delivered, or you marked it handled. | Nothing. |
| Cancelled | The service was cancelled. | Nothing. |
What the Guest Sees
| Internal Status | Guest-Visible Status |
|---|---|
| Requested | Pending |
| Awaiting Provider | Pending |
| Confirmed | Confirmed |
| Completed | Confirmed |
| Cancelled | Cancelled |
Guests never see "Awaiting Provider". To them a service is pending, confirmed, or cancelled.
Sending a Request to the Provider
When a requested service has a provider, its card shows Send to provider. This emails the request to the provider, who can confirm or decline it from a link.
- On the service's card, click Send to provider.
- Check Price and payment: the Total Price, How we get paid, and the deposit when the guest pays your commission up front. The commission is shown below. It's booked when the provider confirms.
- Check What the provider receives, a preview of the email in the provider's language.
- Click Send request.
The item moves to Awaiting Provider, and the card shows how long ago it was sent. While the provider has the request:
- Resend sends it again with a new link. The previous link stops working.
- Recall takes the request back. The provider is told, and the service returns to Requested.
If the provider declines, the card shows their reason and any alternative they suggested, and the service returns to Requested. If the email can't be delivered, or there's no reply by the service date, the card says so. If something is missing, the dialog lists what has to be fixed before the request can be sent.
When the provider confirms through their link, the service is confirmed with the price and commission you approved when sending.
Confirming a Service
Confirm a service yourself when you've arranged it directly, for example after the provider confirmed by phone.
- On the service's card, click Confirm.
- In Confirm Service, fill in:
- Provider: required if the service doesn't have one yet.
- Provider Reference: the provider's booking or confirmation number.
- Total Price
- How we get paid: see Payment Strategies.
- Pickup date and Pickup time for a transfer. They're required for a pickup from the villa to the airport.
- Internal Notes: staff-only notes.
- Click Confirm Service.
The item becomes Confirmed for you and the guest, and the guest is notified. If the request was out with the provider, their link stops working.
A commission record is created at this point from the commission rule on the catalog entry, or the provider's rule if the entry has none. For example, a $120 sunset tour with a 15% commission records an $18 commission. See Commission Tracking.
To move a confirmed transfer's pickup, click Change pickup on its card. The guest is told the new time, and the price and commission don't change.
Marking a Request Handled
When you arranged something offline and don't want to email the guest, click Mark handled instead of Confirm. The request closes as completed and shows as confirmed to the guest. No guest email is sent and no commission is created. Mark handled is hidden while the provider has the request: recall it first. See Marking a Request Handled.
Completing a Service
After the service has been delivered, click Complete on its card. The internal status moves to Completed. The guest keeps seeing Confirmed.
Cancelling a Service
- On the service's card, click Cancel.
- Confirm with Cancel Service.
The service becomes Cancelled for you and the guest, and the guest gets a cancellation message. If the provider had the request or had confirmed it, they're told it's cancelled. A pending commission is reversed. If the guest has already paid for the service, its charges stay on the guest's bill and an admin is alerted to check for a refund.
When a guest asks to cancel a service from the portal, its card shows Guest requested cancellation and an Accept cancellation button.
When a booking is cancelled, its portfolio and all its services are cancelled automatically.
Payment Strategies
Each confirmed service records How we get paid:
| Option | What it means |
|---|---|
| Guest pays the provider; provider pays us our commission | The guest pays the provider directly. The provider owes you the commission. |
| Guest pays us in full; we pay the provider | Argonautas bills the guest the full price. You pay the provider. |
| Guest pays us our commission; pays the provider the rest | Argonautas bills a deposit equal to your commission. The guest pays the provider the balance. |
| Included in the stay (no separate charge) | Part of the accommodation. No separate charge. |
Each card shows how it's paid: Guest pays provider, Pay on invoice, Deposit required, Included in stay, or Price to be confirmed when there's no price yet. Services the guest pays through Argonautas are billed through the guest portal. See Concierge Invoicing.
Guest Service Requests
When a guest requests a service from the guest portal:
- It appears in the portfolio as a Requested item.
- It shows on the dashboard under Pending Requests, and in the Service Queue.
- Your team sends it to the provider or confirms it, and it follows the normal workflow.
Guests pick a service from the catalog and give the date and party details. When a catalog entry uses the provider's own booking widget, the guest books and pays the provider directly. The service then appears in the portfolio marked Booked by guest, with nothing for you to confirm or bill.
Travel companions can add services to a wishlist. A banner on the portfolio counts new wishlist items, and those cards are marked Wishlist item from companion.
The Portfolio Page
The portfolio shows all the booking's services on a timeline grouped by day. The arrival and departure days are labeled, and services without a date are grouped under Unscheduled. Each day can be collapsed.
Two controls above the timeline reorganize it:
- Sort by: Date (the default, grouped by day), Status, Service Type, or Provider. Any sort other than Date gives one flat list.
- Filter: All Statuses, or one status (Requested, Awaiting Provider, Confirmed, Completed, or Cancelled).
Next to the timeline, the guest panel (Guest & arrival details on a narrow screen) shows:
- Guest Contact, with Call and Text buttons.
- Travel Party: adults, children, and ages.
- Arrival Details: arrival time, flight, and whether transportation is needed.
- Special Requests & Notes: guest requests, guest notes, and internal notes.
- Booking Summary: confirmation code, status, total, payment status, and source.
- Concierge Payments, with Send Invoice, once a service is confirmed for Argonautas to collect.
- Send Guest Portal Link and Send Review Request.
Requesting a Guest Review
To ask the guest for a review, click Send Review Request in the guest panel. The dialog is pre-filled with a subject and a message built from your company's review-request template, using the guest's name, property, and language. Edit both if you like, then click Send Request.
The Service Queue
Services in the concierge sidebar opens the Service Queue: every service request across all portfolios, with the service, type, guest, property, date, provider, and status. To narrow it, filter by Status (including Open (pending) for everything still needing action), Service type, and a From / To date range. The My homes / Company-wide switch works as on the other concierge lists.
The Service Catalog
The Catalog is the menu of services you draw from with From Catalog. Concierges open it from Catalog in the concierge sidebar. Property managers and admins open Service Catalog in the Admin section of the main sidebar.
The list shows each entry's name, provider, price range, duration, and type. Search it, or filter by provider, type, and All / Active / Inactive. Click Add Entry to create one. Each row's menu has Edit, and Delete for property managers and admins.
Editing a Catalog Entry
The entry's header has the Active and Featured switches and the Editing language picker (EN, ES, FR, PT) for translated fields. Below it are four tabs. The Internal card on the right holds Internal Notes, which only your team sees. When you've made changes, click Save Changes (or Create Entry for a new one) in the bar at the bottom.
| Tab | What it holds |
|---|---|
| Service | Service name, type, provider, short and full description, the transfer endpoint for a transfer, where it happens (location, region, meeting point), and references (URL slug, external reference, provider booking widget URL) |
| Price & commission | Commission, price (currency, pricing mode, deposit, price tiers), tax and service charge, and discount |
| Logistics | Format and group size, availability (advance booking, cancellation notice, operating days), and transport |
| Guest info & media | What's included, conditions and policies, photos, reviews and ratings, and catalog display (tags, sort order) |
On a phone, the tabs become a Section dropdown.
Price & Commission
The Commission card sets this entry's cut. Commission for this tour is Use the provider's commission, Percentage of total, Flat per paying guest, or Flat per booking. Free price tiers, such as infants, don't count as paying guests.
The Price card sets the Currency, the Pricing Mode (Per person or Flat rate for the whole group), an optional Deposit Amount, and the Price Tiers (for example Adult and Child, each with a price and optional maximum guests). Below it are Tax and service charge and Discount (an amount or a percentage, not both, with optional dates and label).
Logistics
Format and group size holds the duration, Tour Mode (Group, Private, or Both), minimum and maximum participants, and minimum age. Availability sets Min Advance Booking (hours), Cancellation notice (hours) (blank means 24 hours), and the Operating Days. Transport covers pickup and transport notes.
Guest Info & Media
This tab holds what guests read: What's Included and Recommendations lists, Languages, Restrictions, Accessibility Notes, and the Cancellation Policy.
The Photos card has the Featured Image and a Gallery of extra photos, which guests see alongside the featured image. Click Add photos to upload, reorder with Move earlier and Move later, or remove one with Remove photo. The gallery is available only after the entry has been saved. On a new entry you'll see "Save the entry first to add gallery photos."
Key Concepts
- Trip Portfolio: the container for all the service items on a booking. One per booking, created with the booking.
- Service Item: one service (tour, transfer, chef, and so on) with its own status, price, and provider.
- Dual status: an internal status for your team and a simpler one for the guest.
- Send to provider: emails the request to the provider, who confirms or declines from a link.
- Commission record: created when a service is confirmed, from the catalog entry's or the provider's commission rule.
Common Questions
Can I edit a service after it's confirmed? You can change a confirmed transfer's pickup with Change pickup, and its flight, ages, seats, and notes. To change the party or vehicle of a confirmed transfer, cancel it and request it again.
What if a guest requests a service we don't offer? It still arrives as a Requested item. Cancel it, or find a provider who can do it.
Can I add services to a locked portfolio? A locked portfolio takes no more requests or changes from the guest. Your team can still add services from the admin side.
How do I see all services for a given week? Open Services (the Service Queue) and set the From and To dates.
Is there a limit to how many services a portfolio can have? No.
Related
- Concierge Overview: the dashboard, portfolios, and how the pieces fit together.
- Service Providers: the vendors assigned to service items.
- Guest Services: how guests browse and request services in the portal.
- Booking Lifecycle: how booking events affect portfolios and service items.