Customer accounts & bookings

Your customers can book as a guest or with an account — both work side by side. Understanding the difference helps you answer the most common questions your customers will ask.

What this means for your business

  • Lower friction to book - guests don't need a password, which means more completed bookings from first-time or one-off visitors. This is best practice.

  • Repeat customers self-serve - account holders see all their bookings, memberships, and gift voucher balances in one place. Fewer "can you move me to Thursday?" emails for you.

  • No lost history - when a guest later signs up with the same email, every past booking appears in their new account automatically.

  • Members always have accounts - memberships are tied to a recurring subscription, so signing up for one creates an account by default.

How each flow works

Guest checkout
Customer enters name, email, and payment - done. Their confirmation email includes a link to manage their booking - change the date, add or remove spaces, or cancel - this can all be done without an account. There's also a Find booking link in the booking page menu, which will send details of their upcoming bookings, and a prompt for repeat guests to create an account.

With an account
Same flow on the first booking, with a prompt to create an account on the end. When logged in, their bookings are displayed at the top of the booking calendar

Answering common questions

"I can't find my confirmation email."
This is often due to a mistyped email address. Search for their booking or customer name/email first, and update if needed. Occasionally emails will end up in spam, which is also worth them searching.

"I booked as a guest but want an account now."
They sign up with the same email. Past bookings merge automatically - nothing for you to do.

"I signed in but my old bookings aren't showing."
Usually a typo or different capitalisation between the two emails. Check the admin customer list for a near-match and update the email on the older record.

"Do I need an account to book?"
No - guest checkout is always available. Accounts are only required for memberships.

"How do I cancel?"
Every confirmation email has a Manage booking link. If the cancellation window has passed, the buttons are disabled and they'll need to contact you directly.

Managing customer data

From the admin customers page you can view anyone's full booking history, see membership status, and delete a customer record on request.

You can also manage the bookings on their behalf on the admin bookings page.