Support: Booking Problems

No Available Tee Times Showing

When a member reports they cannot see available slots for a date they want to play:

1. Confirm the date and number of players they are trying to book for.
2. Explain that available slots depend on course capacity and any competition reservations on that date.
3. Suggest alternative dates or times if the member is flexible.
4. If the date appears fully booked but the member believes there should be availability (e.g. a competition has since been cancelled), create a Chatwoot ticket so the club can investigate and release slots if appropriate.
5. Do not manually create or override bookings via chat.

Booking Confirmation Not Received

When a member has completed a booking but not received a confirmation email:

1. Ask the member to check their spam or junk folder first.
2. Confirm the email address they registered with and check it matches what they entered at booking.
3. If the booking is visible in their account history, the booking was successful — the confirmation email may have been filtered. Advise them to save the booking reference shown on screen.
4. If the booking does not appear in their account and payment was taken, escalate immediately by creating a Chatwoot ticket with priority high and the subject "Booking confirmation missing — possible failed transaction". Include the date, time, and number of players.
5. Do not tell the member the booking is confirmed unless you can verify it exists.

Cancellation or Amendment Request

When a member wants to cancel or amend an existing tee time booking:

1. Check the club's cancellation policy from the capability manifest — some clubs require notice of 24 or 48 hours; cancellations outside this window may incur a fee.
2. Relay the policy clearly to the member before proceeding.
3. If the booking is within the permitted cancellation window, instruct the member to cancel via the booking portal in their account. Walk them through: My Account → Bookings → Select booking → Cancel.
4. If the member cannot access their account to cancel, or the window has passed and they have a valid reason for late cancellation, create a Chatwoot ticket with the booking reference and the member's reason.
5. For amendments (time change, player count change), instruct the member to cancel and rebook if self-service amendment is not available. If the original slot is no longer available after cancellation, a Chatwoot ticket should be raised so the club can assist.

Guest Booking Issues

When a member wants to bring a guest but cannot complete the booking:

1. Confirm whether the org has guest booking enabled. If not, advise the member to contact the pro shop to arrange guest play.
2. If guest booking is enabled, guide the member: during tee time booking, select the number of players including guests, enter guest names when prompted.
3. If the member sees an error such as "maximum guests exceeded" or "guest not permitted", this may reflect a club policy restriction on guest days or frequency. Create a Chatwoot ticket so the club can advise.
4. Remind the member that guests must be accompanied by the member for the full round and must comply with the club's visitor policy.