Everything you need for day-to-day booking management lives in two tabs: a calendar for seeing your schedule, and a bookings list for finding and acting on individual bookings. From either one you can book on a customer's behalf, move someone to a different session, or cancel — with credits, refunds and the waitlist handled for you.
Where to Find This
Services → Bookings → View Calendar tab (your schedule) and Services → Bookings → All Bookings tab (the full list).
Both tabs unlock once your Google Calendar is connected — see Connecting Google Calendar.
Seeing Your Bookings
The Calendar
The View Calendar tab shows your open availability and your confirmed bookings side by side:
- Booked sessions stand out with a ✓ tick in front of the name — open availability slots have no tick.
- Each location gets its own colour, and the same location always uses the same colour, so you can scan a busy week at a glance.
- Use the calendar picker above the calendar to show or hide individual locations.
Switch views with the buttons in the toolbar, and move through time with ◀ Previous, Today and Next ▶:
- Week — your day-to-day schedule, best for planning the week ahead. Click any day to list its bookings below the calendar.
- Month — the big picture. Click any date to see that day's bookings in a list below the calendar; click Clear to hide it.
- Day — a single day, hour by hour, with that day's bookings always listed below the calendar.
The list below the calendar shows each session's time, event and location; click a row to open its details.
The All Bookings Tab
The All Bookings tab lists every booking across all your sessions — the view that answers "show me all of Alice's bookings" or "who's in on Thursday?". It has two views, switched with the Sessions / Packs buttons at the top:
- Sessions (the default) — one row per booking. It opens showing Upcoming, Confirmed bookings. Each row shows the session's date and time (with its location underneath), who's attending (with their email underneath), the service, when it was booked, and its status with a funding badge underneath (Plan, Credit, Admin, Comp or Trial).
- Packs — one row per pack sold, with the sessions it covers. See Viewing Packs below.
Click View on any row to open its full details — the session, who's attending, when and how it was booked, what funded it, and its move/cancel history — with Move and Cancel buttons at the bottom of that window.
Narrow the list with the controls along the top:
- A date range dropdown — Upcoming, Today, Next 7 days, Past 30 days or All dates
- A status dropdown — Confirmed, Cancelled or All statuses
- A service dropdown
- A location dropdown
- A search box (search by attendee, customer, plan or location)
- More filters — a Booked from / Booked to range for when the booking was made (not the session date)
Click Reset filters to clear everything back to the defaults. Long lists are split into pages — use the arrows below the table to move through them.
A booking that has been moved to a different session shows a Moved badge — hover over it to see the reason. Past sessions are history: their Move and Cancel buttons are switched off once the session has started.
Viewing Packs
Switch to the Packs view to see every pack you've sold rather than individual sessions — useful for questions like "how many sessions does Alice have left on her pack?" It opens showing Active packs with upcoming sessions. Each row shows the pack's name, its season and when it was bought, who it's for (with the customer who bought it beneath, when that's someone else), the service and location, how many of its sessions are confirmed (e.g. "4 of 6 confirmed") with the next upcoming session, and its status.
Click the arrow at the end of a row to expand it and see the individual sessions the pack has booked, each with its own View button.
The Packs view has its own filters in place of the Sessions ones:
- A Sessions between dropdown (the same date-range options, but relabelled for packs — for example Upcoming reads With upcoming sessions), filtering by when the pack's sessions fall, not when it was bought
- A Pack status dropdown — Active packs, Refunded, Part refunded, Expired or All packs
- Purchased from / Purchased to under More filters, for when the pack was bought
The search box also switches to searching by pack, customer or attendee instead.
If a date range matches too many packs to count exactly, you'll see a note asking you to narrow it for a complete list.
Opening a Session's Details
Click any session in the calendar to open its details. For a group session you'll see:
- Start and end time, location and the services it offers
- Capacity — available spots, maximum capacity and current bookings, plus a Fully Booked badge when it's full
- Bookings — everyone booked on, one row per attendee, each with how they paid and its own Move and Cancel buttons, plus an Add attendee button to book someone straight into this session
- Waitlist — the queue for this session, if anyone is waiting
- A View in Google Calendar link
This is where family bookings shine: if two profiles are booked by the same account holder, each has its own row, so you can move or cancel just one of them.
Booking on a Customer's Behalf
Take phone bookings, walk-ins and goodwill make-ups without asking the customer to do anything. Start from either place:
- On the All Bookings tab, click Add booking.
- In a session's details, click Add attendee to book straight into that session.
- 1
Find the customer
Search by name or email, then pick the customer. If they have profiles set up (children, pets, students), a Who is this for? choice appears — pick who's attending.
Can't find them? Click Customer not found? Add them to create an account on the spot — first name, email and phone are required; last name, an optional Address (optional) section and any account-holder details your business asks for (see Account Profiles) are all optional, since a phone caller may not have every answer to hand. Your customer can fill in the rest themselves under My Details later.
- 2
Choose the session
Pick a session from the list — use the from and to dates to narrow it. If you run more than one location, a dropdown appears above the list so you can filter to one; each session shows its date, time, location (when you're viewing all locations) and how many spots are left. For appointment-style services, choose the service first, then the location (shown even when you only have one) and a free time slot.
- 3
Choose how it's paid
Under Billing, pick one of three:
- Use their plan or credits — counts against the customer's normal allowance, exactly as if they'd booked it themselves.
- Complimentary — books the session free without using any of their allowance (make-ups, goodwill).
- Free trial — books their free trial for this service. It uses their trial allowance and shows a Trial badge in the Paid via column on the All Bookings tab and in the session's Bookings list, and the service has to offer trials. Choosing it reveals a tick box, Allow beyond their trial allowance, for when you want to let someone try one more session than their allowance permits.
- 4
Add a note and confirm
Add an optional Note (for example, "booked by phone"), then click Add booking. The customer receives a booking confirmation email.
The session list only shows sessions the chosen attendee is eligible for. Tick Override eligibility rules to book outside a session's rules — for example putting a younger sibling into an older age group. The choice is recorded on the booking. Full sessions can't be overbooked this way — you'll see a message that the session is full.
Booking a Series of Sessions
Book several sessions of one service in one go instead of one at a time, for example catching a customer up on the rest of a pack or plan they already hold. Start from Add booking as above: a series can't be booked from a session's own Add attendee button, since that already books one specific session.
- 1
Choose a series
Find the customer and pick who it's for, then under What to book choose A series of sessions instead of One session.
- 2
Pick the class, day and time
Choose the Service, then its Day & time. If you run more than one location, a dropdown filters the list to one. The list only shows series the attendee is eligible for; tick Override eligibility rules under it to include the rest, for example moving a child up an age group. The choice is recorded on each booking.
- 3
Choose which sessions to book
Under Sessions to book, every upcoming session is ticked by default. Untick any you don't want, or use Select all or Clear to start over.
- 4
Check their cover
Before anything books, the dialog checks what the customer's plan or pack covers. If it covers everything you ticked, you'll see something like "This will book all 6 sessions using Family Plan." If cover runs out partway, you'll see "Family Plan covers 4 of 6 sessions" instead, plus a tick box, Book the remaining 2 sessions complimentary. The button to book stays disabled until you tick it, or you go back and untick sessions so their cover stretches to all of them. If nothing at all is covered, Billing switches to Complimentary for you and the dialog says so; switch it back if you meant to book against their plan. Confirmation emails are off by default: tick Email the customer a confirmation for each session to send one for each session booked.
- 5
Choose how it's paid, and confirm
Under Billing, choose Use their plan or credits or Complimentary (there's no free trial in series mode). Add an optional Note, then click Book 6 sessions.
Each session books on its own, so the outcome can be mixed: the results list shows every session as Booked, Failed (for example, a session that's since filled up) or Not booked (not covered by their plan or pack).
Nothing is sold here. A series only books sessions against the plan or pack the customer already holds, so to sell them a pack first, use Assisted Checkout. When there's a shortfall, the button to book stays disabled until you either tick the complimentary tick box or untick sessions until the shortfall disappears, so a session can never be given away for free by accident.
Moving a Booking
To move someone to another session, whether that's a swap, a make-up, or now a different service entirely:
- Find the booking on the All Bookings tab, click View, then Move — or open the session in your calendar and move them from its Bookings section.
- Pick the Target session. The from date opens on the booking's own date rather than today, so nearby sessions show straight away. Adjust the from and to dates to widen the search. If you run more than one location, a dropdown above the list lets you filter to one, and each session shows its date, time, location (when you're viewing all locations) and how many spots are left.
- To move them into a different service, tick Allow moving to a different service. Sessions of other services then appear in the list too. The move only goes ahead if the customer's plan or pack already covers the new service: if it doesn't, you'll see a message and nothing changes. Book a Complimentary session instead, or have the customer change plan. For a booking paid from a pack, the move is also refused if the pack's cancellation policy differs between the two services.
- If the booking is paid from a pack or plan, you can also tick Also move their remaining sessions of this pack. Every later session the customer holds from the same pack or plan moves to the same weekly session of the new service, week by week. Only the session you picked above gets an email, the rest move silently. If any of them could not follow (a full session, or a week with no matching session), the dialog stays open and lists them, so you can move those by hand.
- Leave Notify the customer on to send a "your session has moved" email for the session you picked, and add an optional Reason (for example, "make-up for missed session").
- Click Move booking.
The booking itself is simply updated: no new charge is made and no credit is used, and if anyone was waiting for the session they left, the freed spot is offered to the waitlist automatically. The booking then shows a Moved badge in the list. Move someone to a different service and their cancellation and refund policy follows the new service from then on.
The target list is filtered to sessions the attendee is eligible for, and Override eligibility rules works here too, but only within the same service, for example moving a child up an age band in the same service. To move someone into a different service altogether, use Allow moving to a different service instead. If you move a booking into a different week, you'll see a note that a weekly plan allowance counts it in the new week.
Rescheduling a Whole Session
If an entire session needs to shift — a location change, a coach off sick — drag the session block to its new time in the View Calendar tab. Everything moves together: every booking follows the session, reminders are updated, and each attendee gets one reschedule email.
Only whole sessions can be dragged this way; individual bookings snap back (move those with the Move button instead).
Cancelling Bookings
One Booking
Click View on the booking on the All Bookings tab, then Cancel — or click Cancel directly on their row in the session's details — and confirm. The dialog gives you two choices:
- Notify the customer (on by default) — sends a cancellation email.
- Return the session credit — shown for credit-funded bookings only; adds the credit back to the customer's pack so they can rebook. Plan bookings refund their allowance automatically, so there's nothing to choose.
Cancelling frees the spot, stops any queued reminders, and offers the freed spot to the waitlist automatically.
Several at Once
On the All Bookings tab, tick the bookings you want, then click Cancel selected…. You get the same notify and credit choices, applied to every ticked booking.
When Customers Cancel
Your customers can cancel their own bookings too, and the same machinery runs: the spot is freed and offered to the waitlist.
- A single session — no money is refunded for a single session. Whether the customer gets a rebookable credit back is your choice per price: the Reissue credit when a single session is cancelled switch, in each price's Cancellation settings (below).
- A whole pack they paid for once — every remaining session is cancelled at once, any reserved-but-unbooked spots are released, and a refund is issued automatically according to the price's Whole-season refund policy: No refund, All remaining sessions, or Remaining outside the cancellation window — priced at the same per-session rate they paid. No per-session credits are handed back; the refund settles it.
- A season they subscribe to — a season sold as a subscription works differently: there's no one-off payment to refund, so there's no refund policy at all. What you set instead is When customers cancel — the point at which a leaver's subscription actually ends: At the end of the billing period, After a notice period (with a Notice period (days) box that appears below it), or At the end of the season. Customers cancel these from the Subscriptions tab in their own account, and they keep their booked sessions until the end date.
These settings live in the Cancellation section of each price — open the service from the Booking Management Overview and go to its Pricing & access section — see Plans & Booking Quotas.
Running the Waitlist
When a group session is full, customers can join a waitlist so they're first in line if a spot opens up. The waitlist is available on the Standard and Pro plans, and it's on by default for group services — you can switch it per service with Offer a waitlist when sessions are full in the service's booking settings. One-to-one services don't use it.
What Happens Automatically
On your booking page, a full session shows a Join waitlist button instead of a booking button, and customers are told their place in the queue. Whenever a spot frees up — any cancellation, yours or the customer's — the next person in the queue is emailed a link to claim it. If the session needs payment, they're taken to checkout first; if they decline or the offer expires, the spot passes to the next person.
Each offer is held for 12 hours by default. You can change this per plan with the Waitlist hold setting in your plan's booking rules.
Keeping an Eye on It
You can see who's waiting in two places:
- Whole calendar: a Waitlist panel below the calendar in the View Calendar tab lists everyone waiting, grouped by session.
- One session: the Waitlist section in a session's details shows just that session's queue.
For each person you'll see their position, name and email, how many spots they want, and their status (waiting, offered with its expiry time, claimed, and so on).
Offering a Spot Manually
You don't have to wait for a cancellation. Next to anyone with a waiting status, click Offer spot to email them a claim link straight away — handy if you decide to add capacity to a session. If the session doesn't have enough space for their request, you'll be asked to confirm before overbooking it.
Spots are offered automatically whenever a booking is cancelled, so you usually don't need to do anything. Use Offer spot only when you want to invite someone in early.
Managing in Google Calendar
Every booking also appears in your connected Google Calendar — each location has its own calendar there — so you can see appointments alongside your personal schedule and get reminders. Changes you make directly in Google Calendar flow back:
- Drag an event to a new time — the booking is updated and the customers are emailed about the change.
- Delete an event — the bookings on it are cancelled and the customers are emailed.
- Add or remove an existing customer's email in an event's guest list — they're booked in or cancelled accordingly. The email must belong to someone with a customer account on your site; unknown addresses are ignored.
Google Calendar works well for quick changes, but some things only the All Bookings tab and session details can do: moving or cancelling one child from a family booking (siblings share a single guest entry in Google Calendar), complimentary bookings, returning credits, eligibility overrides, and the waitlist. For anything beyond a simple time change, work in the app.
If your Google Calendar connection expires, new bookings won't appear there until you reconnect — go to Services → Integrations tab and reconnect Google Calendar.
Tips for Managing Bookings
Check the calendar each morning Open the View Calendar tab in Week view to see the day's sessions and how full each one is.
Work from the All Bookings tab for individual customers When a customer emails about one booking, the search box finds it faster than scanning the calendar.
Handle cancellations promptly The sooner you cancel, the sooner the spot is offered to the waitlist or opens up for new bookings.
Use Complimentary for goodwill A free make-up session books in seconds and never touches the customer's allowance.
Related Articles
- Taking the Session Register - See who's expected at each session and mark attendance from your phone
- Using Calendar Preview - Check your availability schedule before going live
- Connecting Google Calendar - Setup and troubleshooting
- Plans & Booking Quotas - Which plans can book each service, session allowances, refresh cycles, shared quota pools, plus cancellation and refund settings
- Account Profiles - Child, pet and student profiles and eligibility rules