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Knowing exactly what your guests see makes it much easier to help them when something’s confusing. Here’s the full journey.

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1. Scanning the code

The guest scans a QR code (or opens a link) and lands on your catalog: a hero photo, your property name (plus a room badge, for Rooms & suites), and “How may we assist you today?”
On a Rooms & suites property, the property-level QR code doesn’t show a bookable catalog — it tells the guest to scan their room’s specific code instead. If a guest says “the code doesn’t do anything,” check they scanned the room code, not a general property sign.

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2. Browsing services

Guests can search or filter by category and time of day. Each service card shows its category, a photo, name, a short description, and a starting price (“From $X / guest”).

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3. Service detail

Tapping a service opens photos, the full description, a “What’s included” checklist, and price/duration info.

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4. Booking

The guest picks:
  • Number of guests (within the service’s min/max)
  • A date (past dates are blocked)
  • A duration, if the service has more than one option
  • A time slot
  • Any add-ons
  • Optional special requests (500 characters max)
The running total updates live as they build their booking.
The lead time setting on a service (e.g. “book 24 hours ahead”) is a display hint on the guest side today, not a hard rule — nothing in the system blocks a guest from booking a same-day slot that’s technically inside your lead-time window. Don’t rely on it as a strict cutoff; if timing is critical, watch for last-minute requests and reach out directly if needed.

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5. Contact details & payment

Before confirming, the guest enters their name, email, and (optional) phone number. Mosaqo tells them plainly what each is used for:
  • Name — providers only see the guest’s first name
  • Email — for status and message notifications; providers never see it
  • Phone — emergencies only; only you (the property manager) can see it
Payment method: Cash is the only option today (see Cash payments (MVP)) — card payment options are built but switched off platform-wide until that feature launches.

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6. Confirmation

The guest gets a confirmation screen with a reference number, an “Add to calendar” button, and a plain-language “what happens next” summary: they’ll get email updates as the request is accepted, and once a provider accepts, an email with a link to message that provider directly.
There’s a “Did you make a mistake?” link on the confirmation screen — as of today it doesn’t do anything when clicked. If a guest needs to change or cancel a booking they just made, they should message you directly (see Messaging guests) or you can cancel it from your side.

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If the catalog shows “Concierge unavailable”

This means your subscription’s grace period has ended and the guest portal is offline. See Subscription & plan to fix it — nothing is lost, but guests can’t book until you’re back on an active plan.