Play Pass Overview

Overview

Play Passes are a unique feature that allows a Customer to join an Event or book a Reservation without using their credit card, Credits, or a Promo Code. It's like a token for the Customer to bypass or zero-out the cost of their signup/booking.

If a Customer is signing up for an Event and the Event costs $10, the Customer can leverage their

Play Passes are currently used in conjunction with Memberships and are available as Standalone Packages.

Passes are a valuable perk of any Membership subscription. For any Customer who purchases a Membership, they will be provided with a package of Passes every month.

Pass for an Event

Customers can sign-up for an Event and when on the Order Summary page, any available passes will automatically apply. There's nothing a Customer needs to do as the system does it all for them.

Event Guest Pass

Using a Guest Pass is very simple for Customers. When a Customer signs up for an Event, they'll see a dropdown to add Guests. Once they select how many Guests they'd like to bring, the Guest Pass will automatically apply, and any extra fees on the checkout page are reduced to zero.

Event Guest Pass from the Dashboard

When an Admin creates an Event and wants to allow Customers to bring a Guest, the Admin will leave a value of 1 or higher in the Max Guests per Person section of the Event settings, during Event creation. By doing so, the Admin is allowing a Customer to sign up for the Event and bring a Guest.

If an Admin wants to add a Customer to the Event and assign the Guest's spot, they can do so inside the Dashboard.

It’s important to note that the use of a Guest Pass or Play Pass might have restrictions inside the environment. Some of these requirements might be:

• Event settings do not allow for Guests
• Play Passes or Guest Passes can only be used on Events with a specific tag

Learn more about Creating and Managing Packages.

Reservation Passes

This is the booking flow for the Per Player pricing model.

As with Events, Passes for Reservations apply automatically. What is different?

• Play Pass — for Event sign-ups and applies to the total cost of the Event admission rate (Guest Play Passes work the same way)
• Hour Resv Pass — for Reservation booking and applies to an hour of time in the Reservation (Resv Hour Guest Passes work the same way)

When a Customer books a Reservation, their Pass will apply to their "share" of the Reservation booking. If the Customer has a Membership and receives a discount, the Hour Resv Pass applies to the remaining balance of the Customer's "share" for the booking.

When a Customer then invites a friend to their booking, the Hour Resv Guest Spot Pass will apply automatically. At any time, the Reservation Holder can review if their Passes are applying by clicking on the Manage booking button in the Book tab of their App.

Customers Reviewing Their Passes

Play Passes are visible to the Customer in the More tab of the App.

When a Customer clicks on the Play Passes button in the More tab, they will see the different Play Pass cards available to them. Below is an example with a 10-session pass for a Corporate Membership.

The card details:

• How many (unique) Passes remain available for use
• Which type of Membership the package of Passes is connected to
• When the package of Passes will expire

Play Passes as a Membership Perk

When the Club is setting up the Play Passes as a perk for Memberships, the Club can choose to have a Play Pass that is usable for:

• Any type of Event (Open Plays, Clinics, Tournaments, Leagues, custom Event types, etc.)
• Multiple types of Events (not recommended, though possible)
• Guest Passes for Events (for Events)
• Private Reservation time (during specific Off-peak, Reduced, or Peak hours)

  • By default, one Reservation Pass covers 1 hour. Clubs can configure longer durations in 30-minute steps (for example, 1.5 or 2 hours). See Set Reservation Pass Duration.
  • On Court pricing: the Reservation Pass covers the configured duration (it does not cover any additional Non-member Day Pass fee)
  • On Spot pricing: the Reservation Pass covers the Member's spot for the configured duration on private or coaching reservations
• Lesson Passes for coaching lessons with selected coaches or a coach tier. See Set Up Lesson Passes.

To learn more, read How to view how many Play Passes a Customer has remaining and How a Guest Pass Works

Cancellations with Play Passes

Depending on the Club's Cancellation Policy, a Customer canceling their booking/signup will have different outcomes:

1. Canceling outside the cancellation window: If a Customer cancels before the cancellation window, their Pass will be returned to them.
2. Canceling inside the cancellation window: If a Customer cancels within the cancellation window, their Pass is NOT returned to them.
3. Canceling outside the cancellation window, beyond the expiration of the package: If a Customer cancels before the cancellation window, yet their package of Passes has expired, they will not receive their Pass back.

   1. As an example, if Member-A has a package that expires on April 20th, and they sign up for an Event on April 25th, their Pass will apply. If then Member-A cancels their signup on April 22nd, well before a 24-hour cancellation window, they will not receive their Pass back since it was part of a package of Pass that would have expired on April 20th.

FAQs

How can Customers purchase a Play Pass?

Customers can either receive a Package of Passes when they buy a Membership or when they purchase a Standalone Package.

How can a Customer use their Play Passes?

It’s very easy for Customers to use a Play Pass when signing up or booking. Any available Passes will automatically apply. If the Customer does not have a Pass available, the Customer's card will be charged during booking/signup.

Why are there two packages on a Member's Profile?

For Membership Package:

Each Play Pass package is valid for 32 days to cover months with 31 days,

Packages are granted on the same calendar day each month based on when the Membership started (for example, the 1st, the 5th, or the 29th) and expire exactly 32 days later. In 30-day months, a one-day overlap appears between the expiring package and the newly granted one, before the previous one expires. The overlap clears as soon as the older package hits its 32-day expiration. The below is an example of such a situation, where it shows two valid packages at the same time. The Customer is not getting extra benefits, both packages are simply visible on the Profile during that one-day window.

For Standalone Package:

Customers can hold as many Standalone Packages as they want to purchase. There's no limit to the number of Packages a Customer's Profile can hold at one time.