Signed-in users can also find this guide, with screenshots, under Help in the app.
When a booking breaks a rule, a resident can send it to the front desk with a reason. These requests wait on the Needs the desk tab, with the rule that was broken and the resident's explanation.
Open Front desk and click the Needs the desk tab.
Read the Purpose column. It lists each rule the booking breaks and, in quotes, why the resident needs it.
Click Approve, or the X button to decline. A window opens.
Type a Note to the requester (at least 2 characters). For an approval, say why it was allowed. For a decline, tell them what they can do instead.
Click Approve exception or Decline. The resident gets an email with your answer and note.