Staff managing bookings

Every booking lands in one place - whether a customer booked online, a guest checked out without an account, or you added it by hand. From there you can change dates, adjust spaces, cancel with a refund, and keep customers informed automatically.

What you can do with it

• See every booking - all bookings for a session in one panel, with who's coming and how many spaces they've taken. Bookings you or your staff added by hand are marked Added by staff.
• Add a booking for someone - phone bookings, walk-ins, or comps. Use an existing customer or add a new one on the spot.
• Change a date or spaces - move a booking to another session (including a recent past one, to fix a walk-in you're recording after the fact), or add and remove spaces. You choose the refund when you remove spaces.
• Add notes to any booking - jot down a phone number or special request on any booking, whether a customer made it or you did.
• Cancel and refund - cancel one booking, or a whole session at once. Paid bookings are refunded to the original card; on a single booking you can adjust the amount or skip the refund.
• Keep customers informed - confirmation, change, and cancellation emails send automatically.

Finding and managing a booking

1. Open Bookings in the admin sidebar to see your booking list, or open Sessions and click a session to see everyone booked on it.
2. Click a booking to open its details.
3. From there, change the date, edit the number of spaces, or cancel the booking.

Switch to the List view to search every booking by customer name, email, or booking reference - on a phone, tap the search icon in the header (it opens the list straight away). The list splits into Upcoming and Past, and the status filter starts on All statuses, so cancelled and no-show bookings appear alongside active ones. Narrow it to Active when you only want live bookings.

The booking details also include a History section - a plain, time-ordered log of what has happened to that booking (created, rescheduled, spaces changed, cancelled, refunded, and who did it). It's read-only, so it's a quick way to see the full story behind a booking when a customer queries a change.

Adding a booking

1. Open a session and choose Add booking.
2. Pick an existing customer, or Add as new user and enter their email and name.
3. Set the number of spaces, add any notes, and save.

Admin-created bookings are free by default - no card is charged. You can also overbook past a session's capacity if you need to; you'll see a warning, but it won't stop you. A booking you or your staff added is labelled Added by staff in the list and on its details, so you can tell it apart from a booking a customer made.

Notes on a booking

Every booking has a Notes field for anything useful - a phone number, a special request, a reason for a comp. Open the booking's details and use the Add or Edit link next to Notes to write or change them. Notes are internal - the customer never sees them - and they show as a muted line under the customer's name in your booking lists, on both the Check-in and List views. You can add notes to any booking, whether you created it or a customer did.

Editing a booking you added

When you open a booking you added by hand, its details include a Record payment or apply a voucher/credit section - the same options you had when you created it. Use it to:

• Record or change an offline payment - enter what the customer paid you on-site and the method, or clear it if you marked it paid by mistake.
• Apply a voucher or account credit - enter a voucher or discount code, or draw on the customer's bundle or membership included sessions.

These only apply to a booking you created that hasn't already been paid or covered - a booking a customer paid for online is managed through their checkout and Stripe, not here.

Moving a booking to another date

Open a booking and choose Edit booking → Move booking to reschedule it onto another session. You'll see sessions with room to spare, and - unlike a customer, who can only move to a future session - you can also move a booking onto a session in the recent past. That's for record-keeping: a walk-in who attended a session that has already run can be put on the right date after the fact. Moving onto a past session doesn't email the customer (it's a back-dated correction, not a live reschedule).

Refunds

You don't go into Stripe to refund by hand - it happens when you cancel a booking or remove spaces. When you cancel a paid booking, the cancel box shows a Refund amount, prefilled with the full amount paid. Leave it for a full refund, lower it for a partial refund, or set it to 0 to cancel without refunding - handy for a no-show or a late-cancellation charge.

Removing spaces works the same way: the refund is prefilled with the share for the spaces you removed, and you can adjust it or set it to 0.

Any voucher, bundle, or membership credit the customer used is always restored, whatever cash refund you choose. The original amount paid stays on record and the refund is tracked separately, so your Reports figures stay correct.

When a customer cancels their own booking, they always get the full refund - the adjustable amount is only on your side.

Cancelling a whole session

Cancel a session to refund and cancel every booking on it in one step. Each affected customer gets a "session cancelled" email. Reinstating a session brings the session back but does not restore the bookings that were on it.

The limits you set

Set these once in Settings → Policies. Admins always bypass them - they only apply to customers.

• Default bookable window - how far ahead customers can book.
• Minimum booking notice - how close to the start time customers can still book, so you have time to prepare (for example, to light a wood-fired sauna).
• Customers can reschedule and change spaces - turn self-service changes on or off, and set how many hours before the start they lock.
• Cancellation - turn self-cancellation on or off, and set its own lock window.
• Private hire and group bookings - a price that books out the whole session (private hire) is always managed by you: customers can't cancel or reschedule it online. Group bookings (a fixed block of spaces, like "bring a friend") follow your cancel and reschedule policy, but customers can't change the number of spaces.

Troubleshooting

1. A booking or session won't delete. Bookings are protected so revenue history is never lost. Cancel the booking first, then remove the session.

2. A customer says they can't change their booking. Check the toggles and lock windows in Settings → Policies. You can always make the change for them, whatever the policy says.

3. Moving a customer back onto a session they were cancelled from. This works from the booking's Edit booking → Move booking - pick the session and confirm. An earlier cancelled booking the customer had on that session no longer blocks the move.