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, and an added space can come out of the customer's own bundle.
• Read the customer's note and add your own - see what they told you at checkout, flag an access requirement, and keep a separate staff note the customer never sees.
• 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, and you can resend a confirmation by hand if it went missing.

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

A booking can carry two notes, and they're kept apart on purpose.

From the customer is whatever they wrote at checkout - a special request, a heads-up that they'll be late, an access requirement. It's shown in quotes so you can see it's their words, and it's read-only: if it needs correcting, do that rather than typing over it, so the request itself isn't lost.

Staff note is yours - a phone number, a reason for a comp, a reminder for whoever's on the door. The customer never sees it. Open the booking's details and use the Add or Edit link next to Staff note.

Both show under the customer's name in your booking lists, on the Check-in and List views, with the staff note prefixed Staff: so the two are never confused. If a booking has no notes and no access requirement, you'll see a single Add a note or access requirement link instead of the notes panel.

Resending the confirmation

If a customer never got their confirmation - it went to spam, or they gave you the wrong address - you can send it again. Open the booking, and in the Customer section click Resend confirmation. It goes to whatever address is on file, so if the address was wrong, fix it on their profile first, then resend.

Watch for a status badge next to the email. A Bounced badge means their last email couldn't be delivered (usually a wrong address) - the sign that it's worth checking the address before you resend. A healthy address shows no badge.

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).

It moves the whole booking. There's no way to move part of a group onto another date. If one person out of three needs a different date, drop a space from the original booking and add them to the new date separately - the steps are under Troubleshooting below, and done that way no money has to move.

Your move list crosses session types - a customer's doesn't. A customer moving their own booking is only offered other dates of the session type they booked, so if you run, say, a weekday session and a weekend session as two separate types, they can't move between them however their membership or price is set up. Your list has no such limit: it covers every session at the venue, so moving a booking from a weekday slot to a weekend one is something only you can do. It's a common reason a member reports that "no dates come up".

The customer's email says what it moved from. A reschedule email leads with a What changed block - the previous date and time, struck through and labelled Previously, above the new one labelled Now - so nobody has to remember the slot they had booked. If your move also lands the booking on a different session type, that's named too.

Jump straight to the date you want. If you run a lot of sessions, scrolling the list to find one three weeks out is slow. The button at the top of the list (it reads From and today's date) opens a calendar - pick a date and the list reopens on it, with everything before it tucked behind Show earlier sessions. The button stays put as you scroll, so you can jump again without scrolling back up, and Today brings you back to the start. There's no limit on how far ahead you can look: pick a date months out and the list loads sessions around it.

Adding a space paid by a bundle or credit

If a customer booked with a bundle, a gift voucher's sessions, or credit you gave them, an extra space on the day can come straight out of what they've already paid for.

1. 1

   Open Edit quantity

   Open the booking and choose Edit booking → Edit quantity.

2. 2

   Add the space

   Use + to set the new number of spaces. If the customer still has credit that covers this session, a row appears showing the bundle, how much is left, and how many of the added spaces it covers - ticked by default.

3. 3

   Save

   Save. The credit is drawn down, and if it can't cover everything you're adding, the rest is added free - your side never charges a card.

Changing the number of spaces emails the customer a What changed block reading Previously 3 spaces / Now 4 spaces, so they can see the change rather than just a new total.

The row only appears when the credit can actually be used here: it has to have sessions left, still be active, and still be valid for this session's type and date. If the bundle is limited to a set number of spaces per booking and that limit is already used up, the row says so rather than offering a tick you can't use.

Uncheck the row if you'd rather comp the extra space and leave the customer's balance alone - that adds it free, exactly as it did before.

Removing a space works the other way round: the credit that paid for it goes back to the customer automatically, and the editor says so before you save. If their bundle had run out, returning a session switches it back on.

Refunds

You don't go into Stripe to refund by hand. There are three ways to give money back, and which you want depends on whether the booking itself is changing.

Edit booking → Refund returns money and leaves the booking alone - same spaces, same date. Use it when the booking is right and only the price was wrong: a customer who forgot their discount code, a price you corrected after they paid, a goodwill gesture. Any voucher or credit they used stays used, because they're still coming, and the customer isn't emailed - there's no change to their booking to tell them about, so let them know yourself.

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. If the booking was paid with a bundle or credit rather than a card, there's no cash to refund - the sessions go back to the customer instead.

When you cancel or remove spaces, any voucher, bundle, or membership credit the customer used is restored too, whatever cash refund you choose - the entitlement goes back because the booking (or part of it) has gone away. A standalone refund is the exception: the booking stands, so the credit stays used. Either way 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 - useful when weather, a fault, or anything else closes the whole session rather than a single booking.

1. 1
   Open the session from the calendar or the session panel and choose Cancel session.
2. 2
   Add a reason if you want one. It's a free-text box, so write whatever fits - "Closed for fire risk", "Heater fault" - and it's optional. It appears in the cancellation email each affected customer gets.
3. 3
   Confirm. Session cancels every booking on it and refunds or credits each one automatically.

Whether customers get a card refund or account credit follows your cancellation policy - the same setting that applies to single-booking cancellations. There's no per-session override, so set it once under "When a booking is cancelled, issue" in Settings → Booking policy and every affected customer gets the same treatment. See refunds for how account credit works.

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.

4. The session you want to move a booking to isn't in the list. Two things hide a session here. It only lists sessions with enough room left for that booking, so a session that's nearly full won't appear for a 3-space booking - free up spaces on it first. And the list opens at today, so anything further out is below: use the date button at the top to jump to the week you want rather than scrolling.

5. One person in a group booking can't make it and wants a different date. Move booking always takes the whole booking, so do it in two steps - and no money has to move. Open the booking, choose Edit booking → Edit quantity, drop the spaces by one, set the refund amount to 0 and save; then open the new date, choose Add booking, pick the same customer and book one space with Payment left on Not taken. They've already paid for the whole group, so leaving the refund at 0 and adding the moved person free keeps their money exactly where it is - nothing goes back through Stripe and nothing needs charging again. They'll get two emails: one showing the original booking dropping a space, and a confirmation for the new date. If the new date is a different price, or you'd rather they paid for that one themselves, leave the prefilled refund amount instead and send them the booking link for the new date.

6. A customer didn't get their confirmation. Open the booking and look for a Bounced badge next to their email. If it's there, the address is likely wrong - correct it on their profile, then use Resend confirmation in the Customer section. If there's no badge, resend as-is; it may have gone to spam.