Admin Edits a Reservation

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

Overview

Club staff can edit a Customer's Reservation in the Dashboard by opening a Reservation and clicking on the More actions button. This button is in the bottom left of the side panel.

Cancellations

When a Reservation is booked, it can be canceled by either the Customer who booked or an Admin in the Dashboard. Any cancellations for a Reservation will be impacted by the environment's cancellation policy.

When a Customer cancels a Reservation, your App's cancellation policy will apply.

When an Admin cancels a Reservation from the Dashboard, the system presumes the Admin knows what is best and no cancellation policy is applied (meaning, it is free of charge).

Customer Cancels a Reservation

For a Customer to cancel their Reservation, they can:

1. Open the Club's App
2. Navigate to the Reservations/My Bookings tab (could have different names based on Club's configuration)
3. Locate the specific Reservation card
4. Click on the Cancel reservation link
5. Notice the pop-up window with any listed cancellation fees
6. Click on the Yes, cancel button

If the Customer was invited to the Reservation, they can click on the Leave booking link and they are removed from that booking.

For a Customer to cancel their participation in an Event, the same flow applies.

When a cancellation fee is charged, it appears as a separate Cancellation Fee purchase on the Customer's profile (Purchases tab) — useful when a Customer calls asking about the charge.

Admin Cancels a Reservation

For a Club employee to cancel a Customer's Reservation, they can:

1. Open the Overview page in the Dashboard
2. Click on the specific Reservation to cancel
3. Press on the More actions button in the bottom left of the side panel
4. Click on the Cancel option
5. Choose a cancellation Reason in the pop-up window
6. Notice any messages provided by the system based on your Club's cancellation policy
7. Click on the Cancel reservation button to complete the cancellation

When a Reservation is canceled in the Dashboard, there is NO cancellation fee. The system presumes the Admin in the Dashboard knows what is best. If a cancellation fee should be applied, the Customer should cancel from the front side of the App.

For staff to cancel an Event from the Dashboard, the same process applies.

Rescheduling

Club employees in the Dashboard can move a Reservation (and Events) in two ways:

1. Reschedule to another day or time
2. Move from court to court

Using the Reschedule feature is not a retroactive change, it only moves the booking from one day or time to another day or time. Meaning, if a Reservation is on Off-peak hours and is moved to Peak hours, the price charged to Customers is not updated.

Club staff can use the Reschedule feature to update the time or day of a Reservation. To do so:

1. Locate and select the Reservation
2. Click on the three vertical dots in the bottom left corner
3. Choose the Reschedule option
4. Select the new date, start time, and end time
5. Click on the Save button in the pop-up window

Human Error

If a Customer arrives at the Club on a different day than their scheduled Reservation (for example, arrives on Tuesday and has a Reservation for Thursday), staff can decide how to handle the situation.

• Club is full: If the Club is fully booked and cannot accommodate the Customer, ask the Customer to return at their scheduled Reservation time
• Club has availability: If the Club is not fully booked, staff can update the Reservation from the day it was booked to the current day and time

Extend a Reservation

By using the Reschedule feature, staff can also extend a Reservation in length. This is not a retroactive update, meaning the price paid by the Customers will remain the same, and the employee who extended the Reservation should charge the Customers more within the Purchase tab.

Customers like to game the system. If a Customer is asking for a Reservation to be Rescheduled to another day, is it an honest mistake or are they asking you to Reschedule the Reservation so they can cancel without a cancellation fee? If the Customer asks to cancel first, then Reschedule when staff says they can cancel from the App, this is a good tell the Customer is seeking a loophole.

Move a Reservation to another Court

This is a drag-and-drop feature in the Overview page. To move from one court to another:

1. Click and hold the specific Reservation (or Event)
2. Drag the Reservation vertically to another court
3. Accept the system query pop-up asking if you want to change the court
4. Verify that the Reservation has changed courts

Resolve Double-booked Courts

If you move the Reservation onto a court that already has a booking, the system will show an error message indicating further action is required. To resolve the issue:

1. Observe the indicators

   1. System error message at the top of the page
   2. Increased height of the court short name on the left side of the Overview page
   3. Highlighted times that cannot be booked until the error is resolved
2. Select and move one of the two Reservations (or Events) that are overlapping on the same court
3. Confirm the conflict is resolved and the error message disappears