diff --git a/app/admin/App.tsx b/app/admin/App.tsx
index b166163..7498c7c 100644
--- a/app/admin/App.tsx
+++ b/app/admin/App.tsx
@@ -119,9 +119,6 @@ function Login({ onLogin }: { onLogin: (s: Session) => void }) {
         {busy ? 'Signing in…' : 'Sign in'}
       </button>
       {error && <p className="pb-error">{error}</p>}
-      <p className="pb-hint">
-        <small>Demo logins are in the app's DEMO_NOTES.md.</small>
-      </p>
     </div>
   );
 }
@@ -132,19 +129,21 @@ type SectionKey =
 const SECTIONS: { key: SectionKey; label: string; icon: typeof IconStore }[] = [
   { key: 'bookings', label: 'Bookings', icon: IconClipboardCheck },
   { key: 'business', label: 'Business', icon: IconStore },
-  { key: 'pets', label: 'Pets', icon: IconPaw },
+  { key: 'pets', label: 'Pet types', icon: IconPaw },
   { key: 'services', label: 'Services & rates', icon: IconTag },
   { key: 'timeoff', label: 'Time off', icon: IconCalendar },
   { key: 'clients', label: 'Clients', icon: IconUsers },
   { key: 'apps', label: 'Connected apps', icon: IconPlug },
-  { key: 'embed', label: 'Embed', icon: IconCode },
+  { key: 'embed', label: 'Your website', icon: IconCode },
 ];
 
 /** Reads the initial section from the URL hash (e.g. `/admin#clients`) so deep links and page
  * refreshes land on the right section, same as the old anchor-nav did. */
 function sectionFromHash(): SectionKey {
   const hash = window.location.hash.slice(1);
-  return SECTIONS.some((s) => s.key === hash) ? (hash as SectionKey) : 'business';
+  // Default to Bookings — the sitter's morning question is "what needs my reply?",
+  // not their own settings.
+  return SECTIONS.some((s) => s.key === hash) ? (hash as SectionKey) : 'bookings';
 }
 
 function Dashboard({ session, onSignOut }: { session: Session; onSignOut: () => void }) {
@@ -185,7 +184,12 @@ function Dashboard({ session, onSignOut }: { session: Session; onSignOut: () =>
   // Keeps the active section in sync with browser back/forward through the hash history
   // entries that switching sections now creates.
   useEffect(() => {
-    const onHashChange = () => setActiveSection(sectionFromHash());
+    const onHashChange = () => {
+      setActiveSection(sectionFromHash());
+      // An error banner describes the action just attempted; carrying it into another
+      // section reads as a live, unexplained failure there.
+      setError('');
+    };
     window.addEventListener('hashchange', onHashChange);
     return () => window.removeEventListener('hashchange', onHashChange);
   }, []);
@@ -193,7 +197,7 @@ function Dashboard({ session, onSignOut }: { session: Session; onSignOut: () =>
   // The saved confirmation is transient; errors stay until resolved.
   useEffect(() => {
     if (!message) return;
-    const timer = window.setTimeout(() => setMessage(''), 4000);
+    const timer = window.setTimeout(() => setMessage(''), 10000);
     return () => window.clearTimeout(timer);
   }, [message]);
 
@@ -242,6 +246,8 @@ function Dashboard({ session, onSignOut }: { session: Session; onSignOut: () =>
         maxHouseSitsPerDay: settings.maxHouseSitsPerDay,
         maxStayNights: settings.maxStayNights,
         timezone: settings.timezone,
+        contactEmail: settings.contactEmail,
+        contactPhone: settings.contactPhone,
         petTypes: settings.petTypes.filter((p) => p.enabled).map((p) => p.petType),
         services: settings.services.map((s): ServicePayload => ({
           type: s.type,
diff --git a/app/admin/admin.css b/app/admin/admin.css
index 3a0bf49..10d1612 100644
--- a/app/admin/admin.css
+++ b/app/admin/admin.css
@@ -361,6 +361,13 @@ body {
   border-color: color-mix(in srgb, var(--warn) 25%, transparent);
 }
 
+/* Cancelled (a real booking, killed) reads stronger than declined (never accepted). */
+.pb-chip-bad {
+  color: var(--bad);
+  background: color-mix(in srgb, var(--bad) 10%, transparent);
+  border-color: color-mix(in srgb, var(--bad) 25%, transparent);
+}
+
 /* Add-a-customer / block-a-range input rows. */
 .pb-row {
   display: flex;
diff --git a/app/admin/sections/BookingsSection.tsx b/app/admin/sections/BookingsSection.tsx
index 0bcfdbd..2a85805 100644
--- a/app/admin/sections/BookingsSection.tsx
+++ b/app/admin/sections/BookingsSection.tsx
@@ -9,6 +9,15 @@ function formatWhen(b: AdminBooking): string {
   return b.startTime ? `${range} at ${b.startTime}` : range;
 }
 
+const byStartDate = (a: AdminBooking, b: AdminBooking) => a.startDate.localeCompare(b.startDate);
+
+function chipClass(status: string): string {
+  if (status === 'confirmed') return ' pb-chip-ok';
+  if (status === 'cancelled') return ' pb-chip-bad';
+  if (status === 'declined') return ' pb-chip-warn';
+  return '';
+}
+
 export function BookingsSection({
   session,
   handleError,
@@ -20,6 +29,7 @@ export function BookingsSection({
 }) {
   const [bookings, setBookings] = useState<AdminBooking[] | null>(null);
   const [busyId, setBusyId] = useState<string | null>(null);
+  const [message, setMessage] = useState('');
 
   const load = () =>
     adminApi.bookings.list(session.slug, session.token).then(({ bookings: list }) => list);
@@ -35,12 +45,34 @@ export function BookingsSection({
     // eslint-disable-next-line react-hooks/exhaustive-deps
   }, [session]);
 
-  const setStatus = async (id: string, status: 'confirmed' | 'cancelled') => {
+  const setStatus = async (b: AdminBooking, status: 'confirmed' | 'declined' | 'cancelled') => {
     if (busyId) return;
+    if (
+      status === 'cancelled' &&
+      !window.confirm(
+        `Cancel ${b.customerName || b.customerEmail || 'this client'}'s ${b.type} booking (${formatWhen(b)})? This can't be undone.`,
+      )
+    )
+      return;
     clearError();
-    setBusyId(id);
+    setMessage('');
+    setBusyId(b.id);
     try {
-      await adminApi.bookings.setStatus(session.slug, session.token, id, status);
+      const { notified } = await adminApi.bookings.setStatus(
+        session.slug,
+        session.token,
+        b.id,
+        status,
+      );
+      const who = b.customerName || b.customerEmail || 'the client';
+      const verb =
+        status === 'confirmed' ? 'Confirmed' : status === 'declined' ? 'Declined' : 'Cancelled';
+      setMessage(
+        `${verb} ${who}'s ${b.type} ${status === 'cancelled' ? 'booking' : 'request'}. ` +
+          (notified
+            ? `We emailed ${who} the update.`
+            : `${who} couldn't be emailed automatically (email sending isn't set up), so let them know directly.`),
+      );
       setBookings(await load());
     } catch (e) {
       handleError(e);
@@ -49,66 +81,74 @@ export function BookingsSection({
     }
   };
 
+  const actionsFor = (b: AdminBooking) => (
+    <span>
+      {b.status === 'pending' && (
+        <>
+          <button disabled={busyId === b.id} onClick={() => void setStatus(b, 'confirmed')}>
+            Confirm
+          </button>
+          <button disabled={busyId === b.id} onClick={() => void setStatus(b, 'declined')}>
+            Decline
+          </button>
+        </>
+      )}
+      {b.status === 'confirmed' && (
+        <button disabled={busyId === b.id} onClick={() => void setStatus(b, 'cancelled')}>
+          Cancel
+        </button>
+      )}
+    </span>
+  );
+
+  const row = (b: AdminBooking) => (
+    <li key={b.id}>
+      <span>
+        {b.customerName || b.customerEmail || 'Unknown customer'} — {b.type}
+        <br />
+        {formatWhen(b)} · {b.petCount} pet{b.petCount === 1 ? '' : 's'}
+        {b.estCost != null ? ` · $${b.estCost}` : ''}{' '}
+        <span className={`pb-chip${chipClass(b.status)}`}>{b.status}</span>
+      </span>
+      {actionsFor(b)}
+    </li>
+  );
+
+  const pending = (bookings ?? []).filter((b) => b.status === 'pending').sort(byStartDate);
+  const rest = (bookings ?? []).filter((b) => b.status !== 'pending').sort(byStartDate);
+
   return (
     <>
       <h2>
         <IconClipboardCheck size={18} /> Bookings
       </h2>
-      <p className="pb-applies">Confirm or decline requests as they come in.</p>
+      {/* Fixed to the viewport bottom (reusing the save bar's styling) so it can't scroll out
+          of view or slide under the sticky header — it carries the "was the client told?" info. */}
+      {message && (
+        <div className="pb-savebar" role="status">
+          <p className="pb-savebar-saved">{message}</p>
+          <button onClick={() => setMessage('')}>OK</button>
+        </div>
+      )}
       {bookings === null ? (
         <p>Loading…</p>
       ) : bookings.length === 0 ? (
         <p className="pb-hint">No bookings yet.</p>
       ) : (
-        <ul>
-          {bookings.map((b) => (
-            <li key={b.id}>
-              <span>
-                {b.customerName || b.customerEmail || 'Unknown customer'} — {b.type}
-                <br />
-                {formatWhen(b)} · {b.petCount} pet{b.petCount === 1 ? '' : 's'}
-                {b.estCost != null ? ` · $${b.estCost}` : ''}{' '}
-                <span
-                  className={`pb-chip${
-                    b.status === 'confirmed'
-                      ? ' pb-chip-ok'
-                      : b.status === 'cancelled'
-                        ? ' pb-chip-warn'
-                        : ''
-                  }`}
-                >
-                  {b.status}
-                </span>
-              </span>
-              <span>
-                {b.status === 'pending' && (
-                  <>
-                    <button
-                      disabled={busyId === b.id}
-                      onClick={() => void setStatus(b.id, 'confirmed')}
-                    >
-                      Confirm
-                    </button>
-                    <button
-                      disabled={busyId === b.id}
-                      onClick={() => void setStatus(b.id, 'cancelled')}
-                    >
-                      Decline
-                    </button>
-                  </>
-                )}
-                {b.status === 'confirmed' && (
-                  <button
-                    disabled={busyId === b.id}
-                    onClick={() => void setStatus(b.id, 'cancelled')}
-                  >
-                    Cancel
-                  </button>
-                )}
-              </span>
-            </li>
-          ))}
-        </ul>
+        <>
+          <h3>
+            {pending.length === 0
+              ? 'No requests waiting for a reply'
+              : `Needs your reply (${pending.length})`}
+          </h3>
+          {pending.length > 0 && <ul>{pending.map(row)}</ul>}
+          {rest.length > 0 && (
+            <>
+              <h3>Everything else</h3>
+              <ul>{rest.map(row)}</ul>
+            </>
+          )}
+        </>
       )}
     </>
   );
diff --git a/app/admin/sections/BusinessSection.tsx b/app/admin/sections/BusinessSection.tsx
index 9b1e9c4..d4c7d3a 100644
--- a/app/admin/sections/BusinessSection.tsx
+++ b/app/admin/sections/BusinessSection.tsx
@@ -39,6 +39,25 @@ export function BusinessSection({ settings, setSettings }: SettingsSectionProps)
           onChange={(e) => setSettings({ ...settings, accentColor: e.target.value })}
         />
       </label>
+      <label>
+        Contact email
+        <input
+          type="email"
+          placeholder="you@example.com"
+          value={settings.contactEmail ?? ''}
+          onChange={(e) => setSettings({ ...settings, contactEmail: e.target.value || null })}
+        />
+      </label>
+      <label>
+        Contact phone
+        <input
+          type="tel"
+          placeholder="(555) 555-0123"
+          value={settings.contactPhone ?? ''}
+          onChange={(e) => setSettings({ ...settings, contactPhone: e.target.value || null })}
+        />
+      </label>
+      <p className="pb-hint">Shown to your clients on the booking page so they can reach you.</p>
       <NullableNumberField
         label="Boarding spots per day"
         value={settings.maxBoardingPets}
diff --git a/app/admin/sections/ClientsSection.tsx b/app/admin/sections/ClientsSection.tsx
index 0e5bf1d..b16c32a 100644
--- a/app/admin/sections/ClientsSection.tsx
+++ b/app/admin/sections/ClientsSection.tsx
@@ -22,6 +22,7 @@ function PetAdder({
 }) {
   const [name, setName] = useState('');
   const [petType, setPetType] = useState(enabledPetTypes[0]);
+  const [notes, setNotes] = useState('');
   const [busy, setBusy] = useState(false);
 
   const add = async () => {
@@ -29,8 +30,9 @@ function PetAdder({
     clearError();
     setBusy(true);
     try {
-      await adminApi.customers.addPet(slug, token, customer.id, name.trim(), petType);
+      await adminApi.customers.addPet(slug, token, customer.id, name.trim(), petType, notes.trim());
       setName('');
+      setNotes('');
       onAdded();
     } catch (e) {
       onError(e);
@@ -49,6 +51,11 @@ function PetAdder({
           </option>
         ))}
       </select>
+      <input
+        placeholder="Care notes (feeding, meds, quirks — optional)"
+        value={notes}
+        onChange={(e) => setNotes(e.target.value)}
+      />
       <button onClick={() => void add()} disabled={busy || !name.trim()}>
         {busy ? 'Adding…' : 'Add pet'}
       </button>
@@ -75,6 +82,7 @@ export function ClientsSection({
 }) {
   const [custEmail, setCustEmail] = useState('');
   const [custName, setCustName] = useState('');
+  const [custPhone, setCustPhone] = useState('');
   const [busy, setBusy] = useState(false);
 
   /** Matches the old Dashboard run() semantics: clear the error banner at the START of each
@@ -96,9 +104,16 @@ export function ClientsSection({
 
   const addCustomer = () =>
     mutate(async () => {
-      await adminApi.customers.add(slug, token, custEmail.trim().toLowerCase(), custName.trim());
+      await adminApi.customers.add(
+        slug,
+        token,
+        custEmail.trim().toLowerCase(),
+        custName.trim(),
+        custPhone.trim(),
+      );
       setCustEmail('');
       setCustName('');
+      setCustPhone('');
     });
 
   const removeCustomer = (id: string) => mutate(() => adminApi.customers.remove(slug, token, id));
@@ -127,6 +142,12 @@ export function ClientsSection({
           value={custName}
           onChange={(e) => setCustName(e.target.value)}
         />
+        <input
+          type="tel"
+          placeholder="Phone (optional)"
+          value={custPhone}
+          onChange={(e) => setCustPhone(e.target.value)}
+        />
         <button onClick={() => void addCustomer()} disabled={busy}>
           {busy ? 'Adding…' : 'Add customer'}
         </button>
@@ -137,7 +158,8 @@ export function ClientsSection({
             <div className="pb-row">
               <span>
                 {cust.email}
-                {cust.name ? ` (${cust.name})` : ''}{' '}
+                {cust.name ? ` (${cust.name})` : ''}
+                {cust.phone ? ` · ${cust.phone}` : ''}{' '}
                 <span
                   className={`pb-chip${cust.status === 'active' ? ' pb-chip-ok' : ' pb-chip-warn'}`}
                 >
@@ -152,6 +174,7 @@ export function ClientsSection({
               {cust.pets.map((p) => (
                 <li key={p.id}>
                   {p.name} <em>{p.petType}</em>
+                  {p.notes ? <span className="pb-hint"> — {p.notes}</span> : null}
                   <button onClick={() => void removePet(cust.id, p.id)} disabled={busy}>
                     Remove
                   </button>
diff --git a/app/admin/sections/EmbedSection.tsx b/app/admin/sections/EmbedSection.tsx
index 05e1750..b96f1ce 100644
--- a/app/admin/sections/EmbedSection.tsx
+++ b/app/admin/sections/EmbedSection.tsx
@@ -2,6 +2,27 @@ import { useEffect, useState } from 'react';
 import { IconCode } from '../../shared-ui/icons';
 import { adminFetch, type Session } from '../shared.js';
 
+function CopyableSnippet({ value }: { value: string }) {
+  const [copied, setCopied] = useState(false);
+  const copy = async () => {
+    try {
+      await navigator.clipboard.writeText(value);
+      setCopied(true);
+      window.setTimeout(() => setCopied(false), 5000);
+    } catch {
+      /* clipboard denied — the textarea still selects on focus for manual copy */
+    }
+  };
+  return (
+    <div>
+      <textarea readOnly rows={3} value={value} onFocus={(e) => e.target.select()} />
+      <button type="button" onClick={() => void copy()}>
+        {copied ? 'Copied!' : 'Copy the code'}
+      </button>
+    </div>
+  );
+}
+
 function Snippets({ session }: { session: Session }) {
   const [snippets, setSnippets] = useState<{
     script: string;
@@ -21,15 +42,28 @@ function Snippets({ session }: { session: Session }) {
   return (
     <div>
       <p>
-        <strong>Squarespace</strong> (Code Block, Core plan or higher) and most sites — paste this
-        auto-resizing snippet:
+        You don&apos;t need to understand the code below — just copy it and paste it into your
+        website builder. Ask whoever manages your website to help if you get stuck.
+      </p>
+      <p>
+        <strong>Squarespace and most other website builders:</strong>
       </p>
-      <textarea readOnly rows={3} value={snippets.script} onFocus={(e) => e.target.select()} />
+      <ol>
+        <li>Click &ldquo;Copy the code&rdquo; below.</li>
+        <li>In Squarespace, edit the page where you want bookings to appear.</li>
+        <li>
+          Click a &ldquo;+&rdquo; to add a content block and choose <strong>Code</strong> (on some
+          Squarespace plans the Code block is not available — use the Wix/iframe code below with an
+          <strong> Embed</strong> block instead).
+        </li>
+        <li>Paste the code and save the page. Your booking form appears right there.</li>
+      </ol>
+      <CopyableSnippet value={snippets.script} />
       <p>
-        <strong>Wix</strong> ("Embed a site") and script-stripping hosts — use the plain iframe
-        (fixed height, scrolls internally):
+        <strong>Wix</strong> (choose &ldquo;Embed a site&rdquo;) <strong>and other builders</strong>{' '}
+        where the code above doesn&apos;t work — use this one instead:
       </p>
-      <textarea readOnly rows={3} value={snippets.iframe} onFocus={(e) => e.target.select()} />
+      <CopyableSnippet value={snippets.iframe} />
     </div>
   );
 }
diff --git a/app/admin/sections/PetsSection.tsx b/app/admin/sections/PetsSection.tsx
index 7a9178f..15431cd 100644
--- a/app/admin/sections/PetsSection.tsx
+++ b/app/admin/sections/PetsSection.tsx
@@ -7,6 +7,9 @@ export function PetsSection({ settings, setSettings }: SettingsSectionProps) {
       <h2>
         <IconPaw size={18} /> Pets you care for
       </h2>
+      <p className="pb-hint">
+        Which types of pets you accept. Your clients&apos; individual pets live under Clients.
+      </p>
       {settings.petTypes.map((p, i) => (
         <label className="pb-inline" key={p.petType}>
           <input
diff --git a/app/admin/sections/ServicesSection.tsx b/app/admin/sections/ServicesSection.tsx
index 3c17db5..0ef7721 100644
--- a/app/admin/sections/ServicesSection.tsx
+++ b/app/admin/sections/ServicesSection.tsx
@@ -144,6 +144,11 @@ export function ServicesSection({ settings, setSettings }: SettingsSectionProps)
       <h2>
         <IconTag size={18} /> Services &amp; rates
       </h2>
+      <p className="pb-hint">
+        Tick the services you offer. To create a new offering clients can book (say, a 30-minute
+        &ldquo;Puppy Check-in&rdquo;), add it as an option under Walks or Check-ins with its own
+        name, length, and price.
+      </p>
       {settings.services.map((s, si) => {
         const setService = (next: ServiceForm) => {
           const services = [...settings.services];
@@ -276,7 +281,7 @@ export function ServicesSection({ settings, setSettings }: SettingsSectionProps)
                     })
                   }
                 >
-                  Add duration
+                  Add an option
                 </button>
               </div>
             )}
diff --git a/app/admin/sections/TimeOffSection.tsx b/app/admin/sections/TimeOffSection.tsx
index 6b5c677..5c4c74f 100644
--- a/app/admin/sections/TimeOffSection.tsx
+++ b/app/admin/sections/TimeOffSection.tsx
@@ -1,5 +1,5 @@
 import { useState } from 'react';
-import { formatBlockRange } from '../../../src/shared/index.js';
+import { addDays, formatBlockRange } from '../../../src/shared/index.js';
 import { IconCalendar } from '../../shared-ui/icons';
 import type { Settings } from '../shared.js';
 import { adminFetch } from '../shared.js';
@@ -23,14 +23,18 @@ export function TimeOffSection({
   const [blockEnd, setBlockEnd] = useState('');
   const [busy, setBusy] = useState(false);
 
+  // The sitter types the FIRST and LAST day off (inclusive — how humans say "Aug 10–17");
+  // the API/DB convention is an exclusive end, so convert at this boundary.
+  const rangeValid = blockStart !== '' && blockEnd !== '' && blockEnd >= blockStart;
+
   const addBlock = async () => {
-    if (busy) return;
+    if (busy || !rangeValid) return;
     clearError();
     setBusy(true);
     try {
       await adminFetch(token, `/api/${slug}/admin/blocked`, {
         method: 'POST',
-        body: JSON.stringify({ startDate: blockStart, endDate: blockEnd }),
+        body: JSON.stringify({ startDate: blockStart, endDate: addDays(blockEnd, 1) }),
       });
       setBlockStart('');
       setBlockEnd('');
@@ -71,12 +75,24 @@ export function TimeOffSection({
         ))}
       </ul>
       <div className="pb-inline">
-        <input type="date" value={blockStart} onChange={(e) => setBlockStart(e.target.value)} />
-        <input type="date" value={blockEnd} onChange={(e) => setBlockEnd(e.target.value)} />
-        <button onClick={() => void addBlock()} disabled={busy}>
-          {busy ? 'Saving…' : 'Block range'}
+        <label className="pb-inline">
+          First day off
+          <input type="date" value={blockStart} onChange={(e) => setBlockStart(e.target.value)} />
+        </label>
+        <label className="pb-inline">
+          Last day off
+          <input type="date" value={blockEnd} onChange={(e) => setBlockEnd(e.target.value)} />
+        </label>
+        <button onClick={() => void addBlock()} disabled={busy || !rangeValid}>
+          {busy ? 'Saving…' : 'Block these days'}
         </button>
       </div>
+      <p className="pb-hint">
+        Both days are included — for one day off, pick the same day twice.
+        {blockStart && blockEnd && blockEnd < blockStart
+          ? ' The last day must be on or after the first day.'
+          : ''}
+      </p>
     </>
   );
 }
diff --git a/app/admin/shared.ts b/app/admin/shared.ts
index 4a4507c..52d274b 100644
--- a/app/admin/shared.ts
+++ b/app/admin/shared.ts
@@ -24,6 +24,8 @@ export type Settings = {
   maxHouseSitsPerDay: number | null;
   maxStayNights: number | null;
   timezone: string | null;
+  contactEmail: string | null;
+  contactPhone: string | null;
   petTypes: { petType: string; enabled: boolean }[];
   services: ServiceForm[];
   blocked: { id: string; startDate: string; endDate: string | null }[];
@@ -60,6 +62,8 @@ export type SettingsPayload = {
   maxHouseSitsPerDay: number | null;
   maxStayNights: number | null;
   timezone: string | null;
+  contactEmail: string | null;
+  contactPhone: string | null;
   petTypes: string[];
   services: ServicePayload[];
 };
diff --git a/app/embed/App.tsx b/app/embed/App.tsx
index 29479e0..0b6dfb7 100644
--- a/app/embed/App.tsx
+++ b/app/embed/App.tsx
@@ -78,6 +78,25 @@ export default function App() {
   if (error) return <p className="bp-error">{error}</p>;
   if (!config) return <p>Loading…</p>;
 
+  const contact =
+    config.contactEmail || config.contactPhone ? (
+      <p className="bp-signin-lede">
+        Questions?{' '}
+        {config.contactPhone ? (
+          <>
+            Call <a href={`tel:${config.contactPhone}`}>{config.contactPhone}</a>
+          </>
+        ) : null}
+        {config.contactPhone && config.contactEmail ? ' or ' : null}
+        {config.contactEmail ? (
+          <>
+            email <a href={`mailto:${config.contactEmail}`}>{config.contactEmail}</a>
+          </>
+        ) : null}
+        .
+      </p>
+    ) : null;
+
   if (!authed) {
     return (
       <div className="bp-widget">
@@ -86,6 +105,7 @@ export default function App() {
           Enter the email your sitter has on file and we&apos;ll send you a sign-in code.
         </p>
         <Identify onDone={() => setAuthed(true)} />
+        {contact}
       </div>
     );
   }
@@ -109,6 +129,7 @@ export default function App() {
           <BookTab config={config} pets={me?.pets ?? null} onAuthExpired={onAuthExpired} />
         </>
       )}
+      {contact}
     </div>
   );
 }
diff --git a/app/shared-ui/api.ts b/app/shared-ui/api.ts
index d721ad2..67a1dce 100644
--- a/app/shared-ui/api.ts
+++ b/app/shared-ui/api.ts
@@ -23,11 +23,13 @@ export type TenantConfig = {
   maxHouseSitsPerDay: number | null;
   maxStayNights: number | null;
   timezone: string | null;
+  contactEmail: string | null;
+  contactPhone: string | null;
   petTypes: string[];
   services: ServiceConfig[];
 };
 
-export type Pet = { id: string; name: string; petType: 'dog' | 'cat' };
+export type Pet = { id: string; name: string; petType: 'dog' | 'cat'; notes?: string | null };
 export type MonthDay = {
   date: string;
   status: 'available' | 'partial' | 'unavailable';
@@ -54,6 +56,7 @@ export type Customer = {
   id: string;
   email: string;
   name: string | null;
+  phone: string | null;
   status: 'invited' | 'active';
   invitedAt?: string | null;
   pets: Pet[];
@@ -168,24 +171,31 @@ export const adminApi = {
       request<{ customers: Customer[] }>(`/api/${slug}/admin/customers`, {
         headers: authHeaders(token),
       }),
-    add: (slug: string, token: string, email: string, name: string) =>
+    add: (slug: string, token: string, email: string, name: string, phone: string) =>
       request<{ id: string; status: string }>(`/api/${slug}/admin/customers`, {
         method: 'POST',
         headers: { ...jsonHeaders, ...authHeaders(token) },
-        body: JSON.stringify({ email, name }),
+        body: JSON.stringify({ email, name, phone }),
       }),
     remove: (slug: string, token: string, id: string) =>
       request<unknown>(`/api/${slug}/admin/customers/${id}`, {
         method: 'DELETE',
         headers: authHeaders(token),
       }),
-    addPet: (slug: string, token: string, endUserId: string, name: string, petType: string) =>
+    addPet: (
+      slug: string,
+      token: string,
+      endUserId: string,
+      name: string,
+      petType: string,
+      notes: string,
+    ) =>
       request<{ id: string; name: string; petType: string }>(
         `/api/${slug}/admin/customers/${endUserId}/pets`,
         {
           method: 'POST',
           headers: { ...jsonHeaders, ...authHeaders(token) },
-          body: JSON.stringify({ name, petType }),
+          body: JSON.stringify({ name, petType, notes }),
         },
       ),
     removePet: (slug: string, token: string, endUserId: string, petId: string) =>
@@ -199,8 +209,13 @@ export const adminApi = {
       request<{ bookings: AdminBooking[] }>(`/api/${slug}/admin/bookings`, {
         headers: authHeaders(token),
       }),
-    setStatus: (slug: string, token: string, id: string, status: 'confirmed' | 'cancelled') =>
-      request<{ status: string }>(`/api/${slug}/admin/bookings/${id}/status`, {
+    setStatus: (
+      slug: string,
+      token: string,
+      id: string,
+      status: 'confirmed' | 'declined' | 'cancelled',
+    ) =>
+      request<{ status: string; notified: boolean }>(`/api/${slug}/admin/bookings/${id}/status`, {
         method: 'POST',
         headers: { ...jsonHeaders, ...authHeaders(token) },
         body: JSON.stringify({ status }),
diff --git a/migrations/0008_contact_and_notes.sql b/migrations/0008_contact_and_notes.sql
new file mode 100644
index 0000000..8e321c6
--- /dev/null
+++ b/migrations/0008_contact_and_notes.sql
@@ -0,0 +1,9 @@
+-- UX round: business contact info, client phone, pet care notes, and a distinct
+-- "declined" marker for booking requests (kept as a flag beside the Status enum —
+-- widening the Status CHECK would need a full table rebuild).
+-- ponytail: fold Declined into Status if BookingRequests ever needs a rebuild migration anyway.
+ALTER TABLE Tenants ADD COLUMN ContactEmail TEXT;
+ALTER TABLE Tenants ADD COLUMN ContactPhone TEXT;
+ALTER TABLE EndUsers ADD COLUMN Phone TEXT;
+ALTER TABLE EndUserPets ADD COLUMN Notes TEXT;
+ALTER TABLE BookingRequests ADD COLUMN Declined INTEGER NOT NULL DEFAULT 0;
diff --git a/server/__tests__/admin-bookings.test.ts b/server/__tests__/admin-bookings.test.ts
index 787af9e..2c937a0 100644
--- a/server/__tests__/admin-bookings.test.ts
+++ b/server/__tests__/admin-bookings.test.ts
@@ -62,7 +62,7 @@ describe('admin booking lifecycle', () => {
       env,
     );
     expect(confirm.status).toBe(200);
-    expect(await confirm.json()).toEqual({ status: 'confirmed' });
+    expect(await confirm.json()).toEqual({ status: 'confirmed', notified: false });
 
     const list = (await (
       await app.request(
@@ -74,6 +74,36 @@ describe('admin booking lifecycle', () => {
     expect(list.bookings.find((b) => b.id === created.id)?.status).toBe('confirmed');
   });
 
+  it('POST decline is pending-only, listed as declined, and distinct from cancelled', async () => {
+    const { env } = createTestEnv();
+    const created = (await (await bookBoarding(env, '2028-11-01', '2028-11-03')).json()) as {
+      id: string;
+    };
+    const auth = { ...(await adminHeaders(TENANT_A)), 'Content-Type': 'application/json' };
+    const setStatus = (status: string) =>
+      app.request(
+        `/api/sunny-paws/admin/bookings/${created.id}/status`,
+        { method: 'POST', headers: auth, body: JSON.stringify({ status }) },
+        env,
+      );
+
+    const decline = await setStatus('declined');
+    expect(decline.status).toBe(200);
+    expect(await decline.json()).toEqual({ status: 'declined', notified: false });
+
+    const list = (await (
+      await app.request(
+        '/api/sunny-paws/admin/bookings',
+        { headers: await adminHeaders(TENANT_A) },
+        env,
+      )
+    ).json()) as { bookings: { id: string; status: string }[] };
+    expect(list.bookings.find((b) => b.id === created.id)?.status).toBe('declined');
+
+    // Declining a non-pending row never matches: it's already terminal here.
+    expect((await setStatus('declined')).status).toBe(404);
+  });
+
   it('POST cancel on a confirmed booking cancels it; further status changes 404 (terminal)', async () => {
     const { env } = createTestEnv();
     const created = (await (await bookBoarding(env, '2028-10-08', '2028-10-10')).json()) as {
@@ -90,7 +120,7 @@ describe('admin booking lifecycle', () => {
     expect((await setStatus('confirmed')).status).toBe(200);
     const cancel = await setStatus('cancelled');
     expect(cancel.status).toBe(200);
-    expect(await cancel.json()).toEqual({ status: 'cancelled' });
+    expect(await cancel.json()).toEqual({ status: 'cancelled', notified: false });
 
     // Cancelled is terminal: even re-confirming the same row is rejected.
     const again = await setStatus('confirmed');
diff --git a/server/__tests__/admin.test.ts b/server/__tests__/admin.test.ts
index 30837cb..ade5eb6 100644
--- a/server/__tests__/admin.test.ts
+++ b/server/__tests__/admin.test.ts
@@ -286,7 +286,38 @@ describe('tenant admin', () => {
     expect(res.status).toBe(400);
   });
 
-  it('rejects duplicate durations within one service', async () => {
+  it('accepts two options sharing a duration but not a name, with distinct keys', async () => {
+    const { env } = createTestEnv();
+    const res = await app.request(
+      '/api/sunny-paws/admin/settings',
+      {
+        method: 'PUT',
+        headers: await auth(TENANT_A, true),
+        body: JSON.stringify({
+          services: [
+            {
+              type: 'checkin',
+              enabled: true,
+              options: [
+                { label: '30 minutes', durationMinutes: 30, rate: 18 },
+                { label: 'Puppy Check-in', durationMinutes: 30, rate: 22 },
+              ],
+            },
+          ],
+        }),
+      },
+      env,
+    );
+    expect(res.status).toBe(204);
+    const settings = (await (
+      await app.request('/api/sunny-paws/admin/settings', { headers: await auth(TENANT_A) }, env)
+    ).json()) as { services: { type: string; options: { optionKey: string; label: string }[] }[] };
+    const checkin = settings.services.find((s) => s.type === 'checkin')!;
+    expect(checkin.options.map((o) => o.label).sort()).toEqual(['30 minutes', 'Puppy Check-in']);
+    expect(new Set(checkin.options.map((o) => o.optionKey)).size).toBe(2);
+  });
+
+  it('rejects two options with the same name within one service', async () => {
     const { env } = createTestEnv();
     const res = await app.request(
       '/api/sunny-paws/admin/settings',
@@ -300,7 +331,7 @@ describe('tenant admin', () => {
               enabled: true,
               options: [
                 { label: '30 min', durationMinutes: 30, rate: 20 },
-                { label: 'also 30', durationMinutes: 30, rate: 25 },
+                { label: '30 min', durationMinutes: 30, rate: 25 },
               ],
             },
           ],
diff --git a/server/__tests__/availability.test.ts b/server/__tests__/availability.test.ts
index 247513d..bc14359 100644
--- a/server/__tests__/availability.test.ts
+++ b/server/__tests__/availability.test.ts
@@ -16,6 +16,8 @@ function tenant(over: Partial<Tenant> = {}): Tenant {
     MaxHouseSitsPerDay: null,
     MaxStayNights: null,
     Timezone: null,
+    ContactEmail: null,
+    ContactPhone: null,
     ...over,
   };
 }
diff --git a/server/__tests__/booking-by-pets.test.ts b/server/__tests__/booking-by-pets.test.ts
index b112e9e..d574128 100644
--- a/server/__tests__/booking-by-pets.test.ts
+++ b/server/__tests__/booking-by-pets.test.ts
@@ -27,14 +27,16 @@ describe('booking by petIds', () => {
       }),
     });
     expect(book.status).toBe(201);
+    const { id: bookedId } = (await book.json()) as { id: string };
 
     const mine = (await (
       await req(env, '/api/sunny-paws/bookings/mine', {
         headers: { Authorization: `Bearer ${token}` },
       })
     ).json()) as { bookings: { id: string; petCount: number; pets: string[] }[] };
-    expect(mine.bookings[0].petCount).toBe(2);
-    expect(mine.bookings[0].pets.sort()).toEqual(['Bella', 'Mochi']);
+    const created = mine.bookings.find((b) => b.id === bookedId)!;
+    expect(created.petCount).toBe(2);
+    expect(created.pets.sort()).toEqual(['Bella', 'Mochi']);
   });
 
   it('dedupes duplicate petIds in a booking', async () => {
@@ -52,14 +54,16 @@ describe('booking by petIds', () => {
       }),
     });
     expect(book.status).toBe(201);
+    const { id: bookedId } = (await book.json()) as { id: string };
 
     const mine = (await (
       await req(env, '/api/sunny-paws/bookings/mine', {
         headers: { Authorization: `Bearer ${token}` },
       })
     ).json()) as { bookings: { id: string; petCount: number; pets: string[] }[] };
-    expect(mine.bookings[0].petCount).toBe(1);
-    expect(mine.bookings[0].pets).toEqual(['Bella']);
+    const created = mine.bookings.find((b) => b.id === bookedId)!;
+    expect(created.petCount).toBe(1);
+    expect(created.pets).toEqual(['Bella']);
   });
 
   it("rejects a pet the caller doesn't own", async () => {
diff --git a/server/__tests__/isolation.test.ts b/server/__tests__/isolation.test.ts
index 0f235ae..c45ff35 100644
--- a/server/__tests__/isolation.test.ts
+++ b/server/__tests__/isolation.test.ts
@@ -27,7 +27,14 @@ describe('tenant isolation', () => {
 
   it('READ: a booking created under tenant A never appears in tenant B queries', async () => {
     const { env } = createTestEnv();
-    const userA = await insertInvitedCustomer(env.PAWBOOK_DB, TENANT_A, 'jess@example.com', null);
+    // A fresh email — 'jess@example.com' is the seeded demo customer and now comes with
+    // seeded bookings under BOTH tenants.
+    const userA = await insertInvitedCustomer(
+      env.PAWBOOK_DB,
+      TENANT_A,
+      'iso-read@example.com',
+      null,
+    );
     await insertBookingRequest(env.PAWBOOK_DB, TENANT_A, {
       endUserId: userA.Id,
       serviceType: 'boarding',
@@ -68,8 +75,18 @@ describe('tenant isolation', () => {
 
   it('LIST: my-bookings under the other tenant is empty for the same email', async () => {
     const { env } = createTestEnv();
-    const userA = await insertInvitedCustomer(env.PAWBOOK_DB, TENANT_A, 'jess@example.com', null);
-    const userB = await insertInvitedCustomer(env.PAWBOOK_DB, TENANT_B, 'jess@example.com', null);
+    const userA = await insertInvitedCustomer(
+      env.PAWBOOK_DB,
+      TENANT_A,
+      'iso-list@example.com',
+      null,
+    );
+    const userB = await insertInvitedCustomer(
+      env.PAWBOOK_DB,
+      TENANT_B,
+      'iso-list@example.com',
+      null,
+    );
     await insertBookingRequest(env.PAWBOOK_DB, TENANT_A, {
       endUserId: userA.Id,
       serviceType: 'walk',
diff --git a/server/db/repo.ts b/server/db/repo.ts
index 20476b3..163a6ec 100644
--- a/server/db/repo.ts
+++ b/server/db/repo.ts
@@ -23,7 +23,7 @@ import { constantTimeEqual } from '../lib/timing';
  */
 
 const TENANT_COLS =
-  'Id, Slug, DisplayName, AccentColor, MaxBoardingPets, MaxHouseSitsPerDay, MaxStayNights, Timezone';
+  'Id, Slug, DisplayName, AccentColor, MaxBoardingPets, MaxHouseSitsPerDay, MaxStayNights, Timezone, ContactEmail, ContactPhone';
 
 const BOOKING_COLS =
   'Id, TenantId, EndUserId, ServiceType, StartDate, EndDate, StartTime, OptionKey, PetType, PetCount, EstCost, GCalEventId, Status, CreatedAt';
@@ -311,7 +311,7 @@ export async function listBookingsForUser(
 ): Promise<BookingRow[]> {
   const { results } = await db
     .prepare(
-      `SELECT ${BOOKING_COLS}
+      `SELECT ${BOOKING_COLS}, Declined
        FROM BookingRequests
        WHERE TenantId = ? AND EndUserId = ?
        ORDER BY StartDate DESC`,
@@ -332,7 +332,8 @@ export async function listBookingsForTenant(
 ): Promise<(BookingRow & { Email: string | null; Name: string | null })[]> {
   const { results } = await db
     .prepare(
-      `SELECT ${BOOKING_COLS_QUALIFIED}, EndUsers.Email AS Email, EndUsers.Name AS Name
+      `SELECT ${BOOKING_COLS_QUALIFIED}, BookingRequests.Declined AS Declined,
+              EndUsers.Email AS Email, EndUsers.Name AS Name
        FROM BookingRequests
        LEFT JOIN EndUsers ON EndUsers.Id = BookingRequests.EndUserId
          AND EndUsers.TenantId = BookingRequests.TenantId
@@ -349,21 +350,52 @@ export async function listBookingsForTenant(
  * 'blocked' rows aren't real bookings (never surfaced or manageable here), and 'cancelled' is
  * terminal — once cancelled, no further transition matches. Confirming an already-confirmed row
  * still matches (harmless no-op). Returns whether a row actually changed.
+ *
+ * 'declined' is a sitter's "no" to a still-pending request: stored as Status 'cancelled' with the
+ * Declined flag set (the Status CHECK can't grow a value without a table rebuild), and only valid
+ * from 'pending' — a confirmed booking is cancelled, never declined.
  */
 export async function updateBookingStatus(
   db: D1Database,
   tenantId: string,
   id: string,
-  status: 'confirmed' | 'cancelled',
+  status: 'confirmed' | 'cancelled' | 'declined',
 ): Promise<boolean> {
-  const result = await db
+  const result =
+    status === 'declined'
+      ? await db
+          .prepare(
+            `UPDATE BookingRequests SET Status = 'cancelled', Declined = 1
+             WHERE TenantId = ? AND Id = ? AND ServiceType != 'blocked' AND Status = 'pending'`,
+          )
+          .bind(tenantId, id)
+          .run()
+      : await db
+          .prepare(
+            `UPDATE BookingRequests SET Status = ?
+             WHERE TenantId = ? AND Id = ? AND ServiceType != 'blocked' AND Status != 'cancelled'`,
+          )
+          .bind(status, tenantId, id)
+          .run();
+  return (result.meta as { changes?: number }).changes !== 0;
+}
+
+/** One booking joined with its customer's contact details — for status-change notifications. */
+export async function getBookingWithCustomer(
+  db: D1Database,
+  tenantId: string,
+  id: string,
+): Promise<(BookingRow & { Email: string | null; Name: string | null }) | null> {
+  return await db
     .prepare(
-      `UPDATE BookingRequests SET Status = ?
-       WHERE TenantId = ? AND Id = ? AND ServiceType != 'blocked' AND Status != 'cancelled'`,
+      `SELECT ${BOOKING_COLS_QUALIFIED}, EndUsers.Email AS Email, EndUsers.Name AS Name
+       FROM BookingRequests
+       LEFT JOIN EndUsers ON EndUsers.Id = BookingRequests.EndUserId
+         AND EndUsers.TenantId = BookingRequests.TenantId
+       WHERE BookingRequests.TenantId = ? AND BookingRequests.Id = ?`,
     )
-    .bind(status, tenantId, id)
-    .run();
-  return (result.meta as { changes?: number }).changes !== 0;
+    .bind(tenantId, id)
+    .first<BookingRow & { Email: string | null; Name: string | null }>();
 }
 
 export async function listProviderConnections(
@@ -401,12 +433,15 @@ export async function updateTenantSettings(
     maxHouseSitsPerDay: number | null;
     maxStayNights: number | null;
     timezone: string | null;
+    contactEmail?: string | null;
+    contactPhone?: string | null;
   },
 ): Promise<void> {
   await db
     .prepare(
       `UPDATE Tenants SET DisplayName = ?, AccentColor = ?, MaxBoardingPets = ?,
-         MaxHouseSitsPerDay = ?, MaxStayNights = ?, Timezone = ? WHERE Id = ?`,
+         MaxHouseSitsPerDay = ?, MaxStayNights = ?, Timezone = ?,
+         ContactEmail = ?, ContactPhone = ? WHERE Id = ?`,
     )
     .bind(
       settings.displayName,
@@ -415,6 +450,8 @@ export async function updateTenantSettings(
       settings.maxHouseSitsPerDay,
       settings.maxStayNights,
       settings.timezone,
+      settings.contactEmail ?? null,
+      settings.contactPhone ?? null,
       tenantId,
     )
     .run();
@@ -627,7 +664,7 @@ export async function getEndUserById(
     .first<EndUser>();
 }
 
-const ENDUSER_COLS = 'Id, TenantId, Email, Name, Status, InvitedAt';
+const ENDUSER_COLS = 'Id, TenantId, Email, Name, Phone, Status, InvitedAt';
 
 export async function getEndUserByEmail(
   db: D1Database,
@@ -645,6 +682,7 @@ export async function insertInvitedCustomer(
   tenantId: string,
   email: string,
   name: string | null,
+  phone: string | null = null,
 ): Promise<EndUser> {
   const existing = await getEndUserByEmail(db, tenantId, email);
   if (existing) return existing; // idempotent — never downgrade an active customer to invited
@@ -652,16 +690,17 @@ export async function insertInvitedCustomer(
   const invitedAt = new Date().toISOString();
   await db
     .prepare(
-      `INSERT INTO EndUsers (Id, TenantId, Email, Name, Status, InvitedAt)
-       VALUES (?, ?, ?, ?, 'invited', ?)`,
+      `INSERT INTO EndUsers (Id, TenantId, Email, Name, Phone, Status, InvitedAt)
+       VALUES (?, ?, ?, ?, ?, 'invited', ?)`,
     )
-    .bind(id, tenantId, email, name, invitedAt)
+    .bind(id, tenantId, email, name, phone, invitedAt)
     .run();
   return {
     Id: id,
     TenantId: tenantId,
     Email: email,
     Name: name,
+    Phone: phone,
     Status: 'invited',
     InvitedAt: invitedAt,
   };
@@ -722,7 +761,7 @@ export async function listAllEndUserPetsByTenant(
 ): Promise<EndUserPet[]> {
   const { results } = await db
     .prepare(
-      `SELECT Id, TenantId, EndUserId, Name, PetType, CreatedAt
+      `SELECT Id, TenantId, EndUserId, Name, PetType, Notes, CreatedAt
        FROM EndUserPets WHERE TenantId = ? ORDER BY EndUserId, Name`,
     )
     .bind(tenantId)
@@ -737,7 +776,7 @@ export async function listEndUserPets(
 ): Promise<EndUserPet[]> {
   const { results } = await db
     .prepare(
-      `SELECT Id, TenantId, EndUserId, Name, PetType, CreatedAt
+      `SELECT Id, TenantId, EndUserId, Name, PetType, Notes, CreatedAt
        FROM EndUserPets WHERE TenantId = ? AND EndUserId = ? ORDER BY Name`,
     )
     .bind(tenantId, endUserId)
@@ -751,17 +790,18 @@ export async function addEndUserPet(
   endUserId: string,
   name: string,
   petType: PetType,
+  notes: string | null = null,
 ): Promise<EndUserPet> {
   const id = crypto.randomUUID();
   await db
     .prepare(
-      `INSERT INTO EndUserPets (Id, TenantId, EndUserId, Name, PetType) VALUES (?, ?, ?, ?, ?)`,
+      `INSERT INTO EndUserPets (Id, TenantId, EndUserId, Name, PetType, Notes) VALUES (?, ?, ?, ?, ?, ?)`,
     )
-    .bind(id, tenantId, endUserId, name, petType)
+    .bind(id, tenantId, endUserId, name, petType, notes)
     .run();
   const row = await db
     .prepare(
-      `SELECT Id, TenantId, EndUserId, Name, PetType, CreatedAt FROM EndUserPets WHERE TenantId = ? AND Id = ?`,
+      `SELECT Id, TenantId, EndUserId, Name, PetType, Notes, CreatedAt FROM EndUserPets WHERE TenantId = ? AND Id = ?`,
     )
     .bind(tenantId, id)
     .first<EndUserPet>();
diff --git a/server/lib/email.ts b/server/lib/email.ts
index 4f1db7c..a4332f6 100644
--- a/server/lib/email.ts
+++ b/server/lib/email.ts
@@ -44,6 +44,26 @@ export async function sendLoginCode(env: Env, to: string, code: string): Promise
   });
 }
 
+/**
+ * Tell the customer their request was confirmed/declined or their booking cancelled.
+ * Throws if email is not configured or Resend rejects the request.
+ */
+export async function sendBookingStatusEmail(
+  env: Env,
+  to: string,
+  displayName: string,
+  statusWord: 'confirmed' | 'declined' | 'cancelled',
+  whenText: string,
+): Promise<void> {
+  if (!isEmailConfigured(env)) throw new Error('Email is not configured.');
+  await resendPost(env, {
+    to,
+    subject: `Your booking with ${displayName} was ${statusWord}`,
+    text: `${displayName} has ${statusWord} your booking (${whenText}).`,
+    html: `<p>${htmlEscape(displayName)} has <strong>${statusWord}</strong> your booking (${htmlEscape(whenText)}).</p>`,
+  });
+}
+
 /** Send a booking invite. Throws if email is not configured or Resend rejects the request. */
 export async function sendInvite(
   env: Env,
diff --git a/server/routes/admin.ts b/server/routes/admin.ts
index 2822a82..c76ef44 100644
--- a/server/routes/admin.ts
+++ b/server/routes/admin.ts
@@ -5,6 +5,7 @@ import {
   clearProviderConnection,
   countBookingPetRefs,
   countBookingsForUser,
+  getBookingWithCustomer,
   getEndUserById,
   deleteBlockedRange,
   deleteCustomer,
@@ -27,7 +28,7 @@ import {
   updateBookingStatus,
   updateTenantSettings,
 } from '../db/repo';
-import { isEmailConfigured, sendInvite } from '../lib/email';
+import { isEmailConfigured, sendBookingStatusEmail, sendInvite } from '../lib/email';
 import { buildAuthUrl, revokeToken } from '../lib/google-calendar';
 import { adminAuth } from '../lib/middleware';
 import { signState } from '../lib/oauth-state';
@@ -141,9 +142,23 @@ function resolveServiceOptions(
   existingKeys: Set<string>,
 ): { error: string } | { resolved: ResolvedOption[] } {
   const resolved: ResolvedOption[] = [];
+  // Duplicate names are the only collision a sitter should ever have to fix by hand — keys are
+  // derived plumbing and are de-duped automatically below (two same-duration options are fine).
+  const seenLabels = new Set<string>();
+  // Keys already claimed in this payload: preserved keys up front (order-independent), fresh
+  // derivations as they're assigned.
+  const usedKeys = new Set(
+    opts.map((o) => o.optionKey).filter((k): k is string => k !== undefined && existingKeys.has(k)),
+  );
   for (const o of opts) {
     const label = o.label?.trim();
-    if (!label) return { error: `${serviceLabel}: every option needs a label.` };
+    if (!label) return { error: `${serviceLabel}: every option needs a name.` };
+    const labelKey = label.toLowerCase();
+    if (seenLabels.has(labelKey))
+      return {
+        error: `${serviceLabel}: two options are both named “${label}” — give each option a different name.`,
+      };
+    seenLabels.add(labelKey);
     if (!isValidRate(o.rate)) return { error: 'Rates must be whole dollars ≥ 1.' };
 
     const hasStart = o.startTime !== undefined && o.startTime !== null;
@@ -176,12 +191,18 @@ function resolveServiceOptions(
         ? `d${durationMinutes}`
         : 'standard';
     const preserveExisting = o.optionKey !== undefined && existingKeys.has(o.optionKey);
-    const optionKey = preserveExisting ? (o.optionKey as string) : derivedKey;
     // A label that's entirely punctuation/whitespace after the non-empty check above still
     // slugifies to '' (e.g. "---") — treat that the same as no usable label. Only relevant when
     // a fresh key is actually being derived; a preserved key is already known-valid.
     if (windowed && !preserveExisting && derivedKey === '')
-      return { error: `${serviceLabel}: that label has no usable letters or numbers.` };
+      return { error: `${serviceLabel}: that name has no usable letters or numbers.` };
+    let optionKey = preserveExisting ? (o.optionKey as string) : derivedKey;
+    if (!preserveExisting) {
+      // Two options may legitimately derive the same key (e.g. two 30-minute check-ins with
+      // different names/rates) — suffix until unique instead of bouncing the save back.
+      for (let n = 2; usedKeys.has(optionKey); n++) optionKey = `${derivedKey}-${n}`;
+      usedKeys.add(optionKey);
+    }
 
     resolved.push({
       optionKey,
@@ -193,13 +214,13 @@ function resolveServiceOptions(
       capacity: o.capacity ?? null,
     });
   }
-  if (meta.hasDuration) {
-    const keys = resolved.map((o) => o.optionKey);
-    if (new Set(keys).size !== keys.length)
-      return {
-        error: `${serviceLabel}: two options have the same name — use distinct labels for each service option.`,
-      };
-  }
+  // Backstop only: fresh keys are de-duped above, so this can fire only when two options in the
+  // payload name the SAME saved optionKey (a stale/duplicated client state).
+  const keys = resolved.map((o) => o.optionKey);
+  if (new Set(keys).size !== keys.length)
+    return {
+      error: `${serviceLabel}: two options point at the same saved option — reload the page and try again.`,
+    };
   return { resolved };
 }
 
@@ -248,6 +269,8 @@ type SettingsBody = {
   maxHouseSitsPerDay?: number | null;
   maxStayNights?: number | null;
   timezone?: string | null;
+  contactEmail?: string | null;
+  contactPhone?: string | null;
   petTypes?: string[];
   services?: ServiceBody[];
 };
@@ -259,7 +282,13 @@ type SettingsBody = {
  */
 function patchNullable<T extends number | string>(
   body: SettingsBody,
-  key: 'maxBoardingPets' | 'maxHouseSitsPerDay' | 'maxStayNights' | 'timezone',
+  key:
+    | 'maxBoardingPets'
+    | 'maxHouseSitsPerDay'
+    | 'maxStayNights'
+    | 'timezone'
+    | 'contactEmail'
+    | 'contactPhone',
   current: T | null,
 ): T | null {
   return key in body ? ((body[key] as T | null | undefined) ?? null) : current;
@@ -285,6 +314,8 @@ export const adminRoutes = new Hono<AppEnv>()
       maxHouseSitsPerDay: tenant.MaxHouseSitsPerDay,
       maxStayNights: tenant.MaxStayNights,
       timezone: tenant.Timezone,
+      contactEmail: tenant.ContactEmail,
+      contactPhone: tenant.ContactPhone,
       petTypes: PET_TYPES.map((pt) => ({
         petType: pt,
         enabled: petTypes.some((p) => p.PetType === pt && p.Enabled),
@@ -337,6 +368,11 @@ export const adminRoutes = new Hono<AppEnv>()
     );
     const maxStayNights = patchNullable<number>(body, 'maxStayNights', tenant.MaxStayNights);
     const timezone = patchNullable<string>(body, 'timezone', tenant.Timezone);
+    // Whitespace-only contact fields mean "cleared" — store NULL, not ''.
+    const rawContactEmail = patchNullable<string>(body, 'contactEmail', tenant.ContactEmail);
+    const contactEmail = rawContactEmail?.trim() || null;
+    const rawContactPhone = patchNullable<string>(body, 'contactPhone', tenant.ContactPhone);
+    const contactPhone = rawContactPhone?.trim() || null;
     const petTypes = body.petTypes;
     const services = body.services ?? [];
     // Per-service PATCH semantics for questions/constraints (mirrors patchNullable above): a field
@@ -374,6 +410,10 @@ export const adminRoutes = new Hono<AppEnv>()
         400,
       );
     if (!isValidTimezone(timezone)) return c.json({ error: 'Unknown timezone.' }, 400);
+    if (contactEmail !== null && !EMAIL_RE.test(contactEmail))
+      return c.json({ error: 'Contact email must be a valid email address.' }, 400);
+    if (contactPhone !== null && contactPhone.length > 40)
+      return c.json({ error: 'Contact phone is too long.' }, 400);
     if (petTypes !== undefined) {
       if (!Array.isArray(petTypes) || !petTypes.every(isPetType))
         return c.json({ error: 'Unknown pet type.' }, 400);
@@ -427,6 +467,8 @@ export const adminRoutes = new Hono<AppEnv>()
       maxHouseSitsPerDay,
       maxStayNights,
       timezone,
+      contactEmail,
+      contactPhone,
     });
     if (petTypes !== undefined) {
       for (const pt of PET_TYPES)
@@ -489,7 +531,7 @@ export const adminRoutes = new Hono<AppEnv>()
     const start = typeof body.startDate === 'string' ? body.startDate : '';
     const end = typeof body.endDate === 'string' ? body.endDate : '';
     if (!isRealDate(start) || !isRealDate(end) || end <= start)
-      return c.json({ error: 'Provide a valid range (end is exclusive).' }, 400);
+      return c.json({ error: 'Provide a valid date range.' }, 400);
     const id = await insertBookingRequest(c.env.PAWBOOK_DB, tenant.Id, {
       endUserId: null,
       serviceType: 'blocked',
@@ -570,16 +612,20 @@ export const adminRoutes = new Hono<AppEnv>()
       listCustomers(c.env.PAWBOOK_DB, tenant.Id),
       listAllEndUserPetsByTenant(c.env.PAWBOOK_DB, tenant.Id),
     ]);
-    const byUser = new Map<string, { id: string; name: string; petType: string }[]>();
+    const byUser = new Map<
+      string,
+      { id: string; name: string; petType: string; notes: string | null }[]
+    >();
     for (const p of allPets) {
       const list = byUser.get(p.EndUserId) ?? [];
-      list.push({ id: p.Id, name: p.Name, petType: p.PetType });
+      list.push({ id: p.Id, name: p.Name, petType: p.PetType, notes: p.Notes });
       byUser.set(p.EndUserId, list);
     }
     const withPets = customers.map((u) => ({
       id: u.Id,
       email: u.Email,
       name: u.Name,
+      phone: u.Phone,
       status: u.Status,
       invitedAt: u.InvitedAt,
       pets: byUser.get(u.Id) ?? [],
@@ -590,14 +636,17 @@ export const adminRoutes = new Hono<AppEnv>()
   .post('/:slug/admin/customers', async (c) => {
     const tenant = c.get('tenant');
     const body = await c.req
-      .json<{ email?: unknown; name?: unknown }>()
-      .catch(() => ({}) as { email?: unknown; name?: unknown });
+      .json<{ email?: unknown; name?: unknown; phone?: unknown }>()
+      .catch(() => ({}) as { email?: unknown; name?: unknown; phone?: unknown });
     const email = typeof body.email === 'string' ? body.email.trim().toLowerCase() : '';
     const rawName = typeof body.name === 'string' ? body.name.trim() : '';
     const name = rawName || null;
+    const rawPhone = typeof body.phone === 'string' ? body.phone.trim() : '';
+    const phone = rawPhone || null;
     if (!EMAIL_RE.test(email)) return c.json({ error: 'Enter a valid email.' }, 400);
+    if (phone !== null && phone.length > 40) return c.json({ error: 'Phone is too long.' }, 400);
 
-    const customer = await insertInvitedCustomer(c.env.PAWBOOK_DB, tenant.Id, email, name);
+    const customer = await insertInvitedCustomer(c.env.PAWBOOK_DB, tenant.Id, email, name, phone);
 
     // Only send the invite for a freshly-invited customer — skip if the customer is already active
     // (a re-POST of an existing active customer must not send a confusing "you're invited" email).
@@ -610,7 +659,13 @@ export const adminRoutes = new Hono<AppEnv>()
       }
     }
     return c.json(
-      { id: customer.Id, email: customer.Email, name: customer.Name, status: customer.Status },
+      {
+        id: customer.Id,
+        email: customer.Email,
+        name: customer.Name,
+        phone: customer.Phone,
+        status: customer.Status,
+      },
       201,
     );
   })
@@ -628,12 +683,15 @@ export const adminRoutes = new Hono<AppEnv>()
     const tenant = c.get('tenant');
     const endUserId = c.req.param('id');
     const body = await c.req
-      .json<{ name?: unknown; petType?: unknown }>()
-      .catch(() => ({}) as { name?: unknown; petType?: unknown });
+      .json<{ name?: unknown; petType?: unknown; notes?: unknown }>()
+      .catch(() => ({}) as { name?: unknown; petType?: unknown; notes?: unknown });
     const name = typeof body.name === 'string' ? body.name.trim() : '';
     const petType = body.petType;
+    const rawNotes = typeof body.notes === 'string' ? body.notes.trim() : '';
+    const notes = rawNotes || null;
     if (!name) return c.json({ error: 'Enter a pet name.' }, 400);
     if (!isPetType(petType)) return c.json({ error: 'Unknown pet type.' }, 400);
+    if (notes !== null && notes.length > 2000) return c.json({ error: 'Notes are too long.' }, 400);
     // The customer id comes from the URL; confirm it belongs to this tenant before writing a pet
     // under it (production D1 has foreign keys OFF, so nothing else stops a cross-tenant orphan).
     if (!(await getEndUserById(c.env.PAWBOOK_DB, tenant.Id, endUserId)))
@@ -642,8 +700,8 @@ export const adminRoutes = new Hono<AppEnv>()
       (pt) => pt.PetType === petType && pt.Enabled,
     );
     if (!accepted) return c.json({ error: 'That pet type is not accepted.' }, 400);
-    const pet = await addEndUserPet(c.env.PAWBOOK_DB, tenant.Id, endUserId, name, petType);
-    return c.json({ id: pet.Id, name: pet.Name, petType: pet.PetType }, 201);
+    const pet = await addEndUserPet(c.env.PAWBOOK_DB, tenant.Id, endUserId, name, petType, notes);
+    return c.json({ id: pet.Id, name: pet.Name, petType: pet.PetType, notes: pet.Notes }, 201);
   })
   .delete('/:slug/admin/customers/:id/pets/:petId', async (c) => {
     const tenant = c.get('tenant');
@@ -669,7 +727,7 @@ export const adminRoutes = new Hono<AppEnv>()
         optionKey: r.OptionKey,
         petCount: r.PetCount,
         estCost: r.EstCost,
-        status: r.Status,
+        status: r.Declined ? 'declined' : r.Status,
         createdAt: r.CreatedAt,
       })),
     });
@@ -679,8 +737,8 @@ export const adminRoutes = new Hono<AppEnv>()
     const tenant = c.get('tenant');
     const body = await c.req.json<{ status?: unknown }>().catch(() => ({}) as { status?: unknown });
     const status = body.status;
-    if (status !== 'confirmed' && status !== 'cancelled')
-      return c.json({ error: "Status must be 'confirmed' or 'cancelled'." }, 400);
+    if (status !== 'confirmed' && status !== 'cancelled' && status !== 'declined')
+      return c.json({ error: "Status must be 'confirmed', 'declined', or 'cancelled'." }, 400);
     // ponytail: cancel leaves any synced GCal event in place; delete via GCalEventId if sitters complain
     const updated = await updateBookingStatus(
       c.env.PAWBOOK_DB,
@@ -689,5 +747,23 @@ export const adminRoutes = new Hono<AppEnv>()
       status,
     );
     if (!updated) return c.json({ error: 'Not found.' }, 404);
-    return c.json({ status });
+
+    // Best-effort customer notification; `notified` lets the dashboard tell the sitter honestly
+    // whether the client heard about it (false when email isn't configured or the send failed).
+    let notified = false;
+    if (isEmailConfigured(c.env)) {
+      const booking = await getBookingWithCustomer(c.env.PAWBOOK_DB, tenant.Id, c.req.param('id'));
+      if (booking?.Email) {
+        const whenText = booking.EndDate
+          ? `${booking.StartDate} – ${booking.EndDate}`
+          : booking.StartDate;
+        try {
+          await sendBookingStatusEmail(c.env, booking.Email, tenant.DisplayName, status, whenText);
+          notified = true;
+        } catch {
+          /* status change stands; the dashboard reports the client was not emailed */
+        }
+      }
+    }
+    return c.json({ status, notified });
   });
diff --git a/server/routes/bookings.ts b/server/routes/bookings.ts
index ba2bf74..5b07c65 100644
--- a/server/routes/bookings.ts
+++ b/server/routes/bookings.ts
@@ -227,7 +227,7 @@ export const bookingRoutes = new Hono<AppEnv>()
         petCount: r.PetCount,
         pets: petsByBooking.get(r.Id) ?? [],
         estCost: r.EstCost,
-        status: r.Status,
+        status: r.Declined ? 'declined' : r.Status,
       })),
     });
   });
diff --git a/server/routes/public.ts b/server/routes/public.ts
index 677897c..9dbe146 100644
--- a/server/routes/public.ts
+++ b/server/routes/public.ts
@@ -22,6 +22,8 @@ export const publicRoutes = new Hono<AppEnv>()
       maxHouseSitsPerDay: tenant.MaxHouseSitsPerDay,
       maxStayNights: tenant.MaxStayNights,
       timezone: tenant.Timezone,
+      contactEmail: tenant.ContactEmail,
+      contactPhone: tenant.ContactPhone,
       petTypes: petTypes.filter((p) => p.Enabled).map((p) => p.PetType),
       services: [...enabled].map((type) => {
         const svc = services.find((s) => s.ServiceType === type)!;
diff --git a/server/types.ts b/server/types.ts
index 1172363..2f0ab11 100644
--- a/server/types.ts
+++ b/server/types.ts
@@ -12,6 +12,8 @@ export type Tenant = {
   MaxHouseSitsPerDay: number | null; // null = unlimited
   MaxStayNights: number | null; // null = unlimited
   Timezone: string | null; // null = DEFAULT_TIMEZONE
+  ContactEmail: string | null; // shown to clients in the booking widget
+  ContactPhone: string | null; // shown to clients in the booking widget
 };
 
 export type TenantUser = {
@@ -57,6 +59,7 @@ export type EndUser = {
   TenantId: string;
   Email: string;
   Name: string | null;
+  Phone: string | null;
   Status: 'invited' | 'active';
   InvitedAt: string | null;
 };
@@ -67,6 +70,7 @@ export type EndUserPet = {
   EndUserId: string;
   Name: string;
   PetType: 'dog' | 'cat';
+  Notes: string | null; // sitter's care notes (feeding, meds, temperament)
   CreatedAt: string;
 };
 
@@ -84,6 +88,9 @@ export type BookingRow = {
   GCalEventId: string | null;
   EstCost: number | null;
   Status: 'pending' | 'confirmed' | 'cancelled';
+  // 1 = the cancellation was the sitter declining a pending request. Optional because only the
+  // booking-list queries select it; capacity/availability queries never need it.
+  Declined?: number;
   CreatedAt: string;
 };
 
diff --git a/sql/schema.sql b/sql/schema.sql
index dbe4139..7356949 100644
--- a/sql/schema.sql
+++ b/sql/schema.sql
@@ -11,6 +11,9 @@ CREATE TABLE IF NOT EXISTS Tenants (
   MaxHouseSitsPerDay INTEGER,
   MaxStayNights INTEGER,
   Timezone TEXT,
+  -- Optional contact details shown to clients in the booking widget.
+  ContactEmail TEXT,
+  ContactPhone TEXT,
   CreatedAt TEXT NOT NULL DEFAULT (datetime('now'))
 );
 
@@ -73,6 +76,7 @@ CREATE TABLE IF NOT EXISTS EndUsers (
   TenantId TEXT NOT NULL REFERENCES Tenants(Id),
   Email TEXT NOT NULL,
   Name TEXT,
+  Phone TEXT,
   InvitedAt TEXT,
   Status TEXT NOT NULL DEFAULT 'active' CHECK (Status IN ('invited', 'active')),
   CreatedAt TEXT NOT NULL DEFAULT (datetime('now')),
@@ -107,6 +111,9 @@ CREATE TABLE IF NOT EXISTS BookingRequests (
   EstCost INTEGER,
   Answers TEXT NOT NULL DEFAULT '{}', -- JSON {questionId: answer}; questions defined on TenantServices
   Status TEXT NOT NULL DEFAULT 'pending' CHECK (Status IN ('pending', 'confirmed', 'cancelled')),
+  -- 1 when a pending request was declined by the sitter (stored as Status 'cancelled' + this
+  -- flag; widening the CHECK above would require a table rebuild on existing databases).
+  Declined INTEGER NOT NULL DEFAULT 0,
   CreatedAt TEXT NOT NULL DEFAULT (datetime('now'))
 );
 
@@ -121,6 +128,7 @@ CREATE TABLE IF NOT EXISTS EndUserPets (
   EndUserId TEXT NOT NULL REFERENCES EndUsers(Id),
   Name TEXT NOT NULL,
   PetType TEXT NOT NULL CHECK (PetType IN ('dog', 'cat')),
+  Notes TEXT, -- care notes the sitter keeps (feeding, meds, temperament)
   CreatedAt TEXT NOT NULL DEFAULT (datetime('now'))
 );
 CREATE INDEX IF NOT EXISTS idx_EndUserPets_Tenant_User ON EndUserPets (TenantId, EndUserId);
diff --git a/sql/seed.sql b/sql/seed.sql
index 822553c..7f5618c 100644
--- a/sql/seed.sql
+++ b/sql/seed.sql
@@ -65,27 +65,34 @@ INSERT OR REPLACE INTO TenantPetTypes (TenantId, PetType, Enabled) VALUES
 
 -- Demo customers. Invite-only gating means /identify only succeeds for known customers, so the
 -- demo widget (and the existing identify/booking tests) need a seeded, already-active customer.
-INSERT OR REPLACE INTO EndUsers (Id, TenantId, Email, Name, Status) VALUES
-  ('eu_sp_jess', 'tnt_sunnypaws', 'jess@example.com', 'Jess Demo', 'active'),
-  ('eu_ht_jess', 'tnt_happytails', 'jess@example.com', 'Jess Demo', 'active'),
-  ('eu_pr_jess', 'tnt_pawsandrelax', 'jess@example.com', 'Jess Demo', 'active');
+INSERT OR REPLACE INTO EndUsers (Id, TenantId, Email, Name, Phone, Status) VALUES
+  ('eu_sp_jess', 'tnt_sunnypaws', 'jess@example.com', 'Jess Demo', '(555) 555-0142', 'active'),
+  ('eu_ht_jess', 'tnt_happytails', 'jess@example.com', 'Jess Demo', '(555) 555-0142', 'active'),
+  ('eu_pr_jess', 'tnt_pawsandrelax', 'jess@example.com', 'Jess Demo', NULL, 'active');
 
 -- Demo pets (sitter-managed). Jess has two at Sunny Paws (dogs+cats), one at Happy Tails (dogs only).
-INSERT OR REPLACE INTO EndUserPets (Id, TenantId, EndUserId, Name, PetType) VALUES
-  ('pet_sp_bella', 'tnt_sunnypaws', 'eu_sp_jess', 'Bella', 'dog'),
-  ('pet_sp_mochi', 'tnt_sunnypaws', 'eu_sp_jess', 'Mochi', 'cat'),
-  ('pet_ht_otis',  'tnt_happytails', 'eu_ht_jess', 'Otis', 'dog');
+INSERT OR REPLACE INTO EndUserPets (Id, TenantId, EndUserId, Name, PetType, Notes) VALUES
+  ('pet_sp_bella', 'tnt_sunnypaws', 'eu_sp_jess', 'Bella', 'dog', 'Allergic to chicken — no chicken treats. Pulls on the leash near squirrels.'),
+  ('pet_sp_mochi', 'tnt_sunnypaws', 'eu_sp_jess', 'Mochi', 'cat', NULL),
+  ('pet_ht_otis',  'tnt_happytails', 'eu_ht_jess', 'Otis', 'dog', 'Deaf in one ear; approach from the front.');
 
--- Existing bookings so availability looks real.
+-- Existing bookings so availability looks real, tied to the demo customer so the admin list
+-- never shows an anonymous "Unknown customer" row.
 -- Sunny Paws (max 2 pets): June 20-25 already has 1 pet boarding -> 1 slot left.
 -- Happy Tails (max 4 pets): June 20-25 has 2 pets boarding -> 2 slots left.
 -- Both tenants blocked July 3-5 (exclusive end: blocked days are Jul 3 and Jul 4).
 INSERT OR REPLACE INTO BookingRequests (Id, TenantId, EndUserId, ServiceType, StartDate, EndDate, PetCount, EstCost, Status) VALUES
-  ('seed_sp_board1', 'tnt_sunnypaws', NULL, 'boarding', '2028-06-20', '2028-06-25', 1, 250, 'confirmed'),
+  ('seed_sp_board1', 'tnt_sunnypaws', 'eu_sp_jess', 'boarding', '2028-06-20', '2028-06-25', 1, 250, 'confirmed'),
   ('seed_sp_block1', 'tnt_sunnypaws', NULL, 'blocked', '2028-07-03', '2028-07-05', 1, NULL, 'confirmed'),
-  ('seed_ht_board1', 'tnt_happytails', NULL, 'boarding', '2028-06-20', '2028-06-25', 2, 400, 'confirmed'),
+  ('seed_ht_board1', 'tnt_happytails', 'eu_ht_jess', 'boarding', '2028-06-20', '2028-06-25', 2, 400, 'confirmed'),
   ('seed_ht_block1', 'tnt_happytails', NULL, 'blocked', '2028-07-03', '2028-07-05', 1, NULL, 'confirmed');
 
+-- Pending requests so the admin "Needs your reply" list has real work in it on a fresh seed.
+INSERT OR REPLACE INTO BookingRequests (Id, TenantId, EndUserId, ServiceType, StartDate, EndDate, OptionKey, PetType, PetCount, StartTime, EstCost, Status) VALUES
+  ('seed_sp_pend1', 'tnt_sunnypaws', 'eu_sp_jess', 'walk', '2026-07-10', NULL, 'd30', 'dog', 1, '09:00', 20, 'pending'),
+  ('seed_sp_pend2', 'tnt_sunnypaws', 'eu_sp_jess', 'boarding', '2026-07-20', '2026-07-23', NULL, 'dog', 1, NULL, 150, 'pending'),
+  ('seed_ht_pend1', 'tnt_happytails', 'eu_ht_jess', 'walk', '2026-07-12', NULL, 'd60', 'dog', 1, '15:00', 40, 'pending');
+
 INSERT OR REPLACE INTO ProviderConnections (Id, TenantId, Capability, Provider, Status) VALUES
   ('seed_sp_cal', 'tnt_sunnypaws', 'calendar', 'google-calendar', 'disconnected'),
   ('seed_sp_crm', 'tnt_sunnypaws', 'crm', 'notion', 'disconnected'),