The approval was refused because the requested time eats into another booking’s cleaning window. Nothing was charged, nothing was changed, and the request is still pending.

What happened

You tried to approve a time request and the screen answered with a message starting with "Não foi possível aprovar o Early Check-in:" or "Não foi possível aprovar o Late Checkout:" (Could not approve the Early Check-in / Late Checkout). This happens in properties with the cleaning window protection on, when the requested time leaves no time to prepare the property between one booking and the next.

Three things to be sure of right away:

No fee was charged. The Early/Late fee only exists when the approval happens — and it did not.

Nothing was changed. The booking keeps the times it had.

The request is still pending. It can be approved after an adjustment, or rejected.

The formula

The rule is: check-out time + cleaning time = when the property is ready. The next arrival has to be at that time or later. With a cleaning time of 120 minutes:

Early Check-in. Ana leaves at 11:00, so the property is ready at 13:00. Bruno asked to arrive at 12:00. The message (in Portuguese) is:

"Não foi possível aprovar o Early Check-in: o check-in desta reserva (às 12:00) cai na janela de limpeza: a hospedagem de Ana termina às 11:00 e a limpeza (120 min) protege o imóvel até as 13:00. Ajuste o check-in desta reserva ou a saída da outra." — This booking's check-in (at 12:00) falls inside the cleaning window: Ana's stay ends at 11:00 and the cleaning (120 min) protects the property until 13:00. Adjust this booking's check-in or the other one's check-out.

At exactly 13:00 the request would be approved. At 12:59, it would not.

Late Checkout. Bruno asked to leave at 13:00; with 120 minutes, the property would only be ready at 15:00, but Carla arrives at 14:00. The message is:

"Não foi possível aprovar o Late Checkout: o check-out desta reserva (às 13:00) não deixa tempo para a limpeza: com 120 min, o imóvel só ficaria pronto às 15:00, mas a hospedagem de Carla começa às 14:00. Ajuste o check-out desta reserva ou a chegada da outra." — This booking's check-out (at 13:00) leaves no time for cleaning: with 120 min, the property would only be ready at 15:00, but Carla's stay starts at 14:00. Adjust this booking's check-out or the other one's arrival.

Up to 12:00 the Late Checkout would fit: 12:00 + 120 minutes = 14:00, exactly Carla's arrival.

In properties that sell rooms, the message names the room being cleaned — "protege o quarto Studio 1 até as 13:00" (protects room Studio 1 until 13:00) — and only the request in that room is affected.

The two ways out

The message already points to both, and you choose according to what you agreed with the guests:

1. Adjust the other booking. Open the neighbouring booking under Bookings, edit its check-out (or check-in) time to make room and save. Then go back to the request and approve it — it is still there, pending.

2. Agree on another time with the guest who asked. Reject the request and settle on a time that fits the formula. In the Early example, 13:00; in the Late example, 12:00.

When the request carries a fee, it is only charged on the approval that goes through — the amount the guest saw when asking remains the agreed amount.

Other reasons a Late Checkout gets refused

If the message is a different one, the reason is not the cleaning window:

"A limpeza desta reserva já começou — a equipe está no imóvel. Não é possível aprovar o Late Checkout agora; conclua ou cancele a tarefa de limpeza antes." — This booking's cleaning has already started — the team is in the property. The Late Checkout cannot be approved now; complete or cancel the cleaning task first.

"A limpeza desta reserva já foi concluída. Aprovar o Late Checkout agora deixaria o horário e a limpeza divergentes — ajuste a tarefa de limpeza antes." — This booking's cleaning has already been completed. Approving the Late Checkout now would leave the time and the cleaning out of step — adjust the cleaning task first.

In both cases the cleaning task is in charge: see I can't change the check-out: cleaning has already started.

Practical tip

Before approving a request, look at the neighbouring booking on the Calendar: the booking detail shows "Cleaning: 11:00–13:00 (120 min)" and "Ready from 13:00". That "ready" time is the limit for the next booking's Early Check-in — and, looking at the next arrival, the limit for the Late Checkout.

To understand the whole protection, see Cleaning window between bookings. For the request and fee flow, see Early Check-in and Late Checkout: request, fee and approval.

Why can't I approve an Early Check-in or Late Checkout?

What happened

The formula

The two ways out

Other reasons a Late Checkout gets refused

Practical tip

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