VIP and Blacklisted customer markers

You can mark a customer as VIP and/or Blacklisted from their customer record in Back Office. The marker is a visible flag for your team — it does not block, cancel or prevent anything automatically. Your staff see the marker and decide what to do.

What the markers do

• VIP — flags a customer your team wants to recognise and treat accordingly.
• Blacklisted — flags a customer your team has decided not to rent to. This is informational only: it does not cancel any existing booking, block a new one, or stop the customer checking out online. Your staff make that call, using the marker as the signal.

A customer can have either marker, both, or neither. Each marker records who set it and when.

Setting or removing a marker

1. Open the customer's record.
2. In the VIP / Blacklisted section, select the marker(s) that apply.
3. Confirm the change. Markers aren't set on a stray click — you'll be asked to confirm before it's saved.
4. To remove a marker, open the same section and clear it, then confirm.

Where you'll see markers

Once set, a marker shows:

• On the customer's own record
• In the customer list (as a Status column you can show or hide)
• In the Planner, on that customer's bookings
• On the Reservation Detail Panel when you open one of their bookings

If a customer is both VIP and Blacklisted, quick-glance views (the customer list, Planner, hover cards) show Blacklisted only, since that's the marker your team is most likely to need to act on. Their VIP status isn't lost — it's still shown in full on the customer's own record and on the reservation panel, and it's in the tooltip everywhere else.

Good to know

• Markers are staff-only. They never appear to the customer — not on their invoices, emails, online account, or anywhere in the booking site. 
• Changes to a customer's markers are recorded in that customer's history.