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Reservations

Reservations are bookings that give users access to studios and other resources. They come in different types—hourly sessions, tours, and monthly subscriptions—each with different workflows. This guide covers finding reservations, understanding the detail page, and handling common tasks.

Finding Reservations

Go to Staff → Reservations to see all bookings across locations.

Quick search: Press ⌘K and type a user's name to jump to their reservations.

From the list:

  1. Use the search bar to find specific bookings
  2. Use filters to narrow down:
  3. Status — Active, Cancelled, or All
  4. Resource Type — Hourly studios, monthly studios, equipment, tours
  5. Location — Filter to a specific facility
  6. Resource — Filter to a specific studio

Click any row to open the reservation detail page.

List vs Schedule View

The page has two views, switched via tabs at the top:

  • List View (default) — Table showing all reservations with sorting and pagination. Best for searching and filtering.
  • Schedule View — Calendar showing reservations as events on a timeline. Best for seeing availability and conflicts.

Viewing a Reservation

Click any reservation to open its detail page. The form has two tabs.

Details Tab

Core information about the booking.

  • User — Who made the reservation. Links to their profile.
  • Location — Which facility. Links to the location page.
  • Resource — Which studio or equipment. Links to the resource page.
  • When — Start and end time, displayed in the location's timezone. Monthly reservations show only a start date (no end).
  • Status — Active or Cancelled
  • Notes — Internal notes only staff can see. This is editable.

Payment Tab

How the reservation was paid for.

  • Payment Method — Credits or Free
  • Amount Paid — For card payments, shows the dollar amount charged
  • Credits Used — For credit payments, shows how many credits were spent
  • Credit Balance Used — If credits came from a specific balance (like a credit pack), shows which one with a link to the transaction
  • Acuity Appointment ID — For hourly reservations synced with Acuity, shows the appointment ID

Reservation Types

Different types of reservations have different capabilities and workflows.

Hourly Reservations

Time-limited bookings with a specific start and end time. Customers pay per session with credits or a card. These integrate with Acuity for scheduling.

On the list: Shows full date and time in the location's timezone.

What staff can do:

  • View any hourly reservation
  • Cancel upcoming reservations (restores credits automatically)
  • Mark past or current reservations as no-show
  • Edit the notes field
  • Reassign to a different resource if needed

What staff cannot do:

  • Create hourly reservations — Only customers can book hourly sessions through checkout
  • Change the time — Start and end times come from Acuity and are read-only
  • Modify the payment — Amount and method are fixed after booking

Cancelling an hourly reservation:

  1. Find the reservation
  2. Click Cancel (from the row menu or detail page)
  3. Confirm the cancellation

The system automatically restores any credits spent, processes Stripe refunds for card payments, and syncs the cancellation with Acuity.

You can only cancel upcoming reservations. Completed or already-cancelled reservations can't be cancelled again.

Marking as no-show:

  1. Find a past or current hourly reservation
  2. Click No Show (from the row menu or the detail page header)
  3. Confirm when prompted

No-show is informational only — it records that the customer didn't show up but does not trigger a refund or credit restoration. Once marked, a red No Show badge replaces the normal status.

Tours

Facility walkthroughs. Tours are free and don't assign a specific resource—they cover the whole facility.

On the list: Shows "Tour" in the resource column instead of a studio name.

How tours work:

Customers can book tours through the public website. The booking syncs with Acuity, which manages scheduling and sends calendar invites. Staff can also log tours directly—see below.

When a tour is booked by a customer:

  • Customer receives a confirmation email with location details
  • The location's designated staff contact receives a notification
  • An ICS calendar invite is generated

What staff can do:

  • Log tours for existing or new customers
  • View tour details and customer information
  • Cancel upcoming tours
  • Mark past or current tours as no-show
  • Add notes for internal reference

What staff cannot do:

  • Reschedule tours — Changes must go through Acuity

If a customer reschedules or cancels through Acuity, the system automatically updates the reservation.

Logging a tour:

Staff can record tours directly from the reservations page—useful for walk-ins, past visits that were never formally booked, or scheduling a tour on a customer's behalf.

  1. Go to Staff → Reservations
  2. Click the Add dropdown (top right) and select Tour
  3. Choose a customer:
  4. Select User — Search for an existing customer by name or email
  5. Invite User — Enter email, first name, last name, and optionally a phone number to create a new account
  6. Fill in tour details:
  7. Location — Which facility (times display in that location's timezone)
  8. Date and Time — When the tour happened or will happen
  9. Notes — Optional internal notes
  10. Click Log Tour

Past tours are recorded without creating an Acuity appointment or sending confirmation emails. Future tours create an Acuity appointment if the location has calendar integration set up.

Marking as no-show:

  1. Find a past or current tour
  2. Click No Show (from the row menu or the detail page header)
  3. Confirm when prompted

No-show is informational only — it records that the customer didn't show up. Once marked, a red No Show badge replaces the normal status.

Tours on the dashboard:

The staff dashboard has a Tours quicklink under Inventory that filters the reservations list to show only tours. The dashboard also shows a Tours Goal gauge tracking scheduled tours against a weekly target.

Monthly Reservations (Lockouts)

Ongoing studio subscriptions billed through Stripe. These don't have an end time—access continues as long as the subscription is active.

On the list: Shows just the start date (no time).

Monthly reservations are managed differently than hourly ones. See the Lockouts guide for creating, updating, and canceling monthly subscriptions.

Status Meanings

Status What It Means
Upcoming Reservation is scheduled for the future
Active Reservation is currently in progress
Completed Reservation time has passed
No Show Customer didn't show up (tours and hourly only)
Cancelled Reservation was cancelled
Pending Approval A migration submission is awaiting staff review

For monthly reservations, "Active" means the subscription is running. "Upcoming" means it's scheduled to start on a future date.

Pending Migration Approval

When a tenant submits a migration form, their reservation shows Pending Approval in the list instead of the normal status. This appears as a warning badge so it stands out.

On the reservation detail page, staff see a banner with one of two messages:

  • "Ready for Approval" — The tenant's bank payment has been verified and the submission is ready to review
  • "Waiting for Bank Verification" — The tenant paid with a bank account and the transfer hasn't cleared yet

Both banners include a Review Submission link that goes directly to the migration submission for approval. See Migrations for the approval workflow.