Tours

A tour is a free, in-person facility walkthrough for prospective members considering a monthly studio subscription. Tours are a sales and discovery interaction — not a studio booking. They don't assign a specific studio and don't require payment.

Who Can Book

Tours can be booked by anyone — no account required. Guests provide their name, email, and phone number during booking. If the guest doesn't already have an account, one is created automatically when the tour is booked. Signed-in members have their contact details pre-filled. No approval is required. Scheduling availability is managed by Acuity — each location has an Acuity calendar for tours, and available time slots come from that calendar.

Some locations use an email-only capture form on their marketing landing page rather than direct calendar booking. Submitting that form creates an Email Capture inquiry, immediately sends the prospect an acknowledgment email signed by the location's community manager, and sends a staff notification to the CM. The CM then follows up to schedule the tour manually. These leads appear in Staff → Inquiries with type Email Capture, not as scheduled tours.

Scheduling

Tours are scheduled through Acuity and typically run 15–30 minutes depending on the location. There are no overlap constraints since tours don't occupy a specific studio. The only constraint is Acuity calendar availability — a tour must be scheduled for a future time slot.

Staff can also log past tours for record-keeping (e.g., walk-ins). Past tours bypass Acuity and send no emails.

Notifications

For future tours only:

• On booking: member receives a confirmation email with location details; community manager receives a booking notification
• On cancellation: both member and community manager receive cancellation emails

Past tours logged by staff generate no emails.

Cancellation

Tours can be cancelled by the member or by staff. Since tours are free, there is no refund involved. There are no time-window restrictions on cancellation. If the tour was synced with Acuity, the Acuity appointment is cancelled as well.

No-Shows

Staff can mark a tour as a no-show after the scheduled time. This is an informational flag for analytics — it does not trigger any other action or notification.

Conversion Tracking

Tour-to-lockout conversion is tracked analytically. A tour is considered "converted" if the same member books a monthly lockout at the same location within 30 days of the tour, and the member had no prior active monthly reservation — only first-time or reactivated members count as conversions. There is no automated follow-up or CRM integration — conversion tracking is passive.

What Tours Are Not

Tours do not assign a specific studio, do not provision access codes, do not involve payment, and do not create any ongoing billing relationship. They exist purely as a scheduling and tracking mechanism for the sales process.