Booking from the customer's point of view

This page describes how your customers book with you, on your booking page and in the customer app. Booking works the same way in both.

How a customer books a session

A booking runs in three steps:

1. Date: the customer picks a session. With Appointments (free time selection), they pick a free time slot.
2. Details: the customer signs in or creates an account. With the Guest Booking addon, it also works without an account (Book as a guest).
3. Payment: the customer chooses how to pay, for example with credits, online or on site. They can also redeem a voucher there.

With Book now the booking is complete, and the customer receives a confirmation by email. In the customer app they then see Your session is confirmed. In the customer area they can add the session to their calendar with Add to calendar.

How a customer books a resource

For offerings of the type Appointments: resources, up to three steps come before the details:

1. Selection: if several resources are available, the customer first chooses what to book, for example a cabin. "Any" is only available if you offer it in the offering. If they already chose on the offering page, the booking window skips this step. If they put something together, they choose the quantity per group.
2. Time or Period: at the top the customer sets the length and the number of people if the offer leaves them open; the page then only shows times that fit. With minutes and hours they choose a day and a time under When suits you?. With days they tap the first day under Which period?, then the last one. If nothing is free on a day, they can join the waitlist for that day.
3. If the offering has questions when booking, they answer them under A few more questions, for group bookings per person. Under Who gets what, the per-person questions sit right with each person.

After that it continues as with every session with Your details and Payment. At the end, the confirmation shows what is booked, the time or period, the duration and, for a handover, the note about it. Plus Your booking code as a QR code. Show the code when checking in or at the handover.

Bookings the studio has to confirm

If Automatically confirm bookings is switched off for an offering, the last button reads Send request. The customer sees The studio confirms this booking. You pay afterwards. Until you confirm the request, it is listed in the customer area under Bookings in the Pending tab.

Why a customer can't book a session

If a customer can't book a session, Bookicorn shows the reason. The most common ones are:

• Fully booked: all spots are taken. With the Waitlist addon, the customer can join the waitlist.
• The booking window has closed. or Booking opens on …: the session is further in the future than you allow bookings for.
• The booking deadline for this session has passed.: the session starts soon and your booking cutoff has been reached.
• You have already booked this session.
• Your balance is not enough for this booking.
• No payment method is set up for this offering. Please contact the studio.

Join the waitlist

If a session is fully booked and you use the Waitlist addon, the customer joins the list with Join the waitlist. They see This session is fully booked. You will join the waitlist and move up as soon as a place opens. They find their waitlist spots under Bookings in the Waitlist tab. More under Waitlist.

Book extra people or book for someone else

With the Group Booking addon, customers can book extra people in the Details step (Companions, Add person). A name is enough, and with an email address the person gets their own confirmation. This doesn't work for session blocks.

With I am booking for someone else, the customer only books for other people and their own spot is dropped. Payment and confirmation stay with the customer. Customers can later add more people to an existing booking with Add people.

View your own bookings

In the customer area under Bookings, customers see their bookings in four tabs: Upcoming, Waitlist, Pending and History. For resources, the booking shows what is booked, the whole period and, with a hand-out, the status of pickup, return and deposit. With Show booking code they open the QR code. Anyone who booked without an account receives their booking by email and can sign in to the app with Code from your booking email.

Cancel a booking

Customers cancel in the customer area under Bookings with Cancel. The cancellation deadline of your offering applies. If it has passed, the customer sees The cancellation deadline has passed.

When cancelling, the customer can write a Message to Trainer (optional), which is sent to you with the cancellation. Bookings paid with credits get their credits refunded. More under Cancellation.

Rebook a booking

With the Rebooking addon, customers move a booking to another session with Rebook, without cancelling and booking again. They are offered sessions with a free spot at the same price. Rebooking is possible up to the same deadline as cancelling. Block bookings, group bookings and bookings of resources or free time selection can't be rebooked; the button is missing there. If you have switched off rebooking by customers, the customer sees Rebooking here goes through the studio. Send the studio a quick message and they will take care of it.

Check in on site

With the Digital Attendance addon, customers check in themselves in the app. Under Check in they choose Scan code (the QR code in the studio) or I'm here (the app checks their location). You set which ways are allowed under Manager → Settings → Active Add-ons → Digital Attendance. More under Digital Attendance.

Frequently asked questions

Can a customer book for someone else? Yes, with the Group Booking addon via I am booking for someone else or as a companion.

Does the waitlist move people up automatically? When joining, the customer sees that they move up as soon as a spot opens. How moving up is set is described under Waitlist.

Can a customer leave a message when booking? Not when booking. When cancelling there is the Message to Trainer (optional) field. With the Messages & Course Chats addon, customers can write to you at any time.

Why can't my customer cancel anymore? The offering's cancellation deadline has passed. You can cancel the booking yourself in the Manager.

How does a guest see their booking? In the confirmation email. In the app, they sign in with Code from your booking email.