Managing Bookings

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Once your activities, resources, and products are configured, you can start creating and managing bookings. This page covers the full lifecycle of a booking — from creation through completion, including rescheduling and cancellation.

Creating a Booking

Bookings can be created by staff in a sales tab, online by the customer, or manually through the booking calendar. Regardless of how a booking is created, the system performs the same availability checks and resource assignment.

From a Sales Tab

Add a bookable product to a sales tab just like any other item. The system will prompt you to select a date and time slot. If the activity has variable durations, you will also choose the session length. Once a slot is selected, the booking is created and a resource is automatically assigned.

From the Calendar

Open the booking calendar, find an available slot, and select it. Choose the product, enter or look up the customer, and confirm. See The Booking Calendar for details.

Online

If online booking is enabled (see Online Booking), customers can browse available slots and book through your website. Online bookings appear in the calendar and follow the same rules as staff-created bookings.

Walk-Ins

For customers who show up without a reservation, create a booking for the current or next available time slot. Walk-in bookings are tracked separately so you can distinguish them from advance reservations in your reports.

Booking Statuses

Every booking moves through a series of statuses that reflect where it is in its lifecycle:

Pending

The booking has been created but not yet confirmed. This is the initial state for online bookings that require review or payment. Staff can review pending bookings and either confirm or cancel them.

Confirmed

The booking is confirmed and the time slot is reserved. This is the standard state for most bookings after creation. The customer has a confirmed reservation and the assigned resources are blocked.

Checked In

The customer has arrived and been checked in. Checking in is optional — you can skip straight to marking a booking as in progress if you prefer. Check-in is useful when there is a gap between arrival and the start of the activity (for example, customers arrive 15 minutes early to sign waivers and get fitted).

In Progress

The activity is currently underway. For a haircut, this means the stylist is working. For a flight session, the customer is in the tunnel. This status is useful for dashboard displays and real-time tracking.

Completed

The booking is finished. This is the final successful state. Completed bookings remain on the calendar for the day and appear in your reports.

Cancelled

The booking has been cancelled. Depending on the cancellation policy, a full or partial refund may be issued. See Cancellation Policies for details on how refunds are calculated.

No-Show

The customer did not arrive for their booking. Marking a booking as a no-show is separate from cancellation — no-show bookings may have different refund rules and are tracked separately in reports.

Confirming a Booking

To confirm a pending booking, open it and select Confirm. The booking moves from pending to confirmed. This is typically done after reviewing an online booking or after payment is secured.

Checking In

When a customer arrives, open their booking and select Check In. This:

• Marks the booking as checked in with a timestamp.
• If participant tracking is enabled, individual participants can be checked in as well.
• Triggers any form validation — if required forms have not been completed, you will see a warning (see Participants & Waivers).

TIP

The check-in timestamp is permanent — even if the booking status moves to "in progress" or "completed," the check-in time is preserved. This is useful for tracking how early customers arrive.

Starting and Completing

Move a checked-in booking to In Progress when the activity begins, and to Completed when it finishes. These transitions are optional — if you do not need this level of tracking, you can go directly from confirmed to completed.

Cancelling a Booking

To cancel a booking, open it and select Cancel. You can optionally provide a cancellation reason. The system calculates the applicable refund based on the activity's cancellation policy and the time remaining before the booking was scheduled to start.

When a booking is cancelled:

• The assigned resources are freed up, making the time slot available again.
• If there is a waitlist for that time slot, the next person on the list is automatically notified that a spot has opened. See Waitlist.
• Refund amounts are determined by the cancellation policy. See Cancellation Policies.

Before cancelling, you can preview the refund amount to share with the customer.

No-Shows

If a customer does not show up, mark their booking as No-Show. This frees the resources but tracks the booking differently from a cancellation in your reporting. No-show handling (whether to charge the customer, how much to refund) follows your business policies.

Rescheduling

To reschedule a booking to a different time:

1. Open the booking and select Reschedule.
2. Choose a new date and time slot.
3. Confirm the change.

Rescheduling creates a new booking for the new time and links it to the original for an audit trail. The original booking is superseded — its items are replaced by the new booking's items. Participant details are carried over to the new booking automatically.

If rescheduling results in a price change (for example, moving to a different duration), the transaction is updated accordingly.

Browsing and Searching Bookings

You can view all bookings in a list, filtered by:

• Date range — Show bookings for today, this week, or a custom range.
• Activity — Filter to a specific activity.
• Status — Show only confirmed, pending, cancelled, etc.
• Location — Filter to a specific location.

This list view complements the calendar and is useful for getting a quick overview of upcoming bookings or reviewing past bookings.

Manual Override

In exceptional situations, staff with appropriate permissions can create a booking that bypasses normal capacity checks. This is called a manual override and is useful when you need to accommodate a VIP or squeeze in one more booking beyond the usual limit.

Manual override bookings are flagged in the system so you can identify them. Use this feature sparingly — overriding capacity limits may affect service quality.