At a Glance • Key Takeaways
- Automated Efficiency: Streamline online bookings, live availability scheduling, and customer communication without manual intervention.
- Live Capacity & Conflict Prevention: Prevent double-booking across staff, rooms, activity sessions, or rental fleet assets in real time.
- 0% Platform Booking Fees: SmartBookings does not charge transaction fees or take percentage cuts of your ticket sales or customer payments.
1. Why Sports Facilities Need Strict Cancellation Rules
Popular peak-time fitness classes (e.g. 18:00 Reformer Pilates or Monday night BJJ) frequently fill to maximum capacity days in advance. When an attendee fails to show up or cancels 10 minutes prior to class, another eager athlete is locked out, and the studio loses revenue.
Industry Best Practice: We recommend a 12-Hour Cancellation Window for morning and evening fitness classes. Cancellations made more than 12 hours before class automatically return the punchcard credit or class pass; late cancellations forfeit the credit.
2. Configuring Your Class Cancellation Policy in Admin
1 Navigate to Settings > Web content (MyContent.aspx).
2 Select Terms (or Cancellation Policy).
3 Specify your time boundaries clearly:
Example Policy:
"Early Cancellations: You may cancel your class booking online up to 12 hours before the scheduled start time to receive a full class credit back to your account or punchcard pass. Late Cancellations / No-Shows: Any booking cancelled within 12 hours of class start, or failing to attend, will forfeit the class fee or punchcard credit."
4 Click Save Content.
3. Processing Reschedules in Booking Summary
When an injured or unwell athlete calls reception in advance:
1 Search the customer's name in Clients (Clients.aspx) or enter their booking ID in Booking Summary (BookingSummary.aspx).
2 Click Reschedule Date / Time.
3 Select the replacement date — the system checks real-time mat capacity on the target class to ensure no overbooking.
4 Click Confirm Reschedule — the participant automatically receives an updated confirmation email!
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Frequently Asked Questions
Why do sports clubs and studios enforce a 12-hour class cancellation window?
Popular evening and weekend classes frequently hit maximum capacity. A strict 12-hour cancellation notice window ensures that if an athlete cannot attend, their spot is released early enough for a waitlisted student to book and train.
What happens to a punchcard credit when an athlete cancels early versus late?
If the athlete cancels more than 12 hours before class start, SmartBookings automatically returns the class credit to their punchcard pass. If cancelled inside the 12-hour window, the credit is forfeited to protect venue revenue.
How do reception staff process an injury reschedule in Booking Summary?
Open Booking Summary (BookingSummary.aspx) by searching the athlete's booking reference. Click 'Reschedule Date / Time', choose an alternative session with available capacity, and confirm. An updated confirmation is emailed immediately.
Can waitlisted athletes be notified automatically when a class spot opens up?
Yes. When an existing attendee cancels their reservation, the session spot reopens on the public booking timetable immediately, allowing waitlisted students to claim the newly opened place.
Where should our club's cancellation and no-show policy be displayed?
Your policy should be published in Settings > Web Content (MyContent.aspx) under 'Terms' so athletes tick their agreement before booking, and summarized in automated booking confirmation emails.
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