Bookings

A booking reserves places for a member in a session, with the time it was made. It starts as Requested. The Front Desk Coordinator confirms it after four checks: the member is active, the session is open, capacity still allows it once confirmed and attended places are counted, and the therapist is not already committed to an overlapping session. If any check fails, the whole request is refused and nothing is half-booked.

When prepayment is required, confirmation raises one pending payment. Bookings end as Attended, no show or Cancelled.

• Requests in one queue. Phone, walk-in and online requests wait as Requested.
• Capacity locked while confirming. Two coordinators cannot sell the last slot twice.
• Therapist clash checks. A therapist cannot be confirmed into two overlapping treatments.

Agree which treatments need prepayment or a deposit. Set the cancellation window and the no-show policy. Decide how couples’ and group bookings are recorded. Agree who may override a full session.

A member calls to book a couples’ massage for her anniversary on Saturday at 14:00. The couples’ session has capacity two and the front desk confirms two places. The treatment requires prepayment, so one pending payment is raised for the couples’ price.

A second caller asks for the same therapist at 14:30 for a solo massage. That session overlaps the couples’ treatment, so confirmation is refused. The coordinator offers 15:30 with the same therapist or 14:30 with another, and the caller takes 15:30.

During the pilot, confirm a full day of bookings and try three refusals on purpose: a paused member, a full session and an overlapping therapist. Check that each refusal leaves the booking Requested with no charge raised.

• Bookings Board — Every booking grouped by Requested, Confirmed, Attended, no show and Cancelled.
• Bookings List — Bookings in the order they were made, with member, session and places.

• Booking to treatment: Confirm, check in and complete.
• Cancellations and refunds: What happens when plans change.

Check permissions before inviting the front desk team.