Managing Bookings in Gladstone 360

Problem

Front of house staff need to book classes and activities from Check-in or the till, cancel or move bookings, and fix sessions that don't show or can't be booked in Gladstone360.

Resolution

1. Open the customer's record

   • Open the customer's record in Check-in.
   • Book against the customer's own record, not the non-member record, so the booking can be found later.

2. Choose the sessions

   • In Make bookings, choose Classes daily, Classes weekly, Classes by type, Activities (by location or by type) or Courses. Classes daily loads fastest.
   • Select the sessions you want and click Add all to basket.

3. Check the basket

   • Check the summary of which items are free and which need paying for.

4. Pay or confirm

   • Click Pay now to take payment, or confirm free bookings. Free bookings (for example covered by a membership) must still be confirmed from the basket.

5. Book several people onto one session (if applicable)

   • Use Party bookings. These are set up on reservations (classes) in Plus2, not activities.
   • Party booking limits per price level are set in GMC > Configuration > Member Facing Global > Class Party Booking Price Levels.

6. Move an activity booking (if applicable)

   • Open the booking from the record (Bookings or Upcoming bookings) and choose Options.
   • Choose Move booking to see available dates and times. Any price difference is charged or refunded.

7. Cancel and rebook a class (if applicable)

   • Open the booking from the record (Bookings or Upcoming bookings) and choose Options. Classes have no Move option.
   • Choose Cancel, then refund or no refund, and book the new class.
   • If you cancel without a refund, you can book the new class without taking another payment.

Notes

• Before you start: you need permission to make bookings. Cancelling and moving bookings is often limited to supervisors.
• The basket is shared across Plus2, Gladstone360 and the customer's Gladstone Go account. An unpaid item in the basket stops the customer booking on Gladstone Go until it's paid or removed. Customers can't remove items themselves.
• Stale unpaid online bookings and sales are removed by two automated processes, the Unverified Bookings Manager and the Unverified Sales Manager (sometimes called the Unpaid Booking Manager), so someone else can book the space. By default they run every 20 minutes, and this can be changed.
• How long after a session starts it can still be booked is set by Activity Start Tolerance Time (GMC > Configuration Manager > Gladstone360 CheckIn POS > General Settings). There's no pro-rata price for late bookings.
• How far ahead front of house staff can see scheduled reservations and activities is set by Advance Booking Period in the same place. There's no single default: your site sets it (for example 120 days). The Plus2 restriction on each reservation or activity (how far ahead members and non-members can book) still applies. Go Operator separately controls how far ahead sessions can be viewed online.
• A credit to use later isn't possible. Refund the payment, or cancel and rebook the sessions.
• Activity booking time slots only show present and future sessions.
• The class booking sheet only shows today's classes. To see who has booked a court, search for the member on Check-in.
• Bookings paid online are refunded through Gladstone Pay, not the till.
• Don't add activity products (for example one-to-one lessons) as till product buttons. Selling them there skips the booking sheet, so the slot can be double-booked.
• Booking two half-hour slots as one booking in Plus2 creates only one sale. Book each slot separately, or use the activity grid in Gladstone360, which creates a sale per slot.
• Changes on the Plus2 booking sheet show in Gladstone360 straight away.
• Troubleshooting:
  • A class is greyed out or says "purchase not allowed" though it has spaces: a calendar exception starts immediately after the session ends. Leave a 1–5 minute gap between the session end time and the start of the exception. Amend future exceptions the same way.
  • New activity group sessions don't show (for example under Classes by type): the group isn't ticked in GMC, or the site isn't allowed. In GMC > Configuration > Gladstone360 Front of House > Activity Settings > Front of House Activity Groups, tick the group. Check the site is ticked under Gladstone360 CheckIn POS > General Settings > Allowed sites.
  • You want to remove an old activity from Gladstone360: it's still in a ticked activity group. Move it to another activity group that isn't ticked in GMC.
  • A member can't book anything at all: there's an unpaid sale on the account. Settle or clear the unpaid sale, then try again.
  • Staff can't see sessions far enough ahead: Advance Booking Period in GMC, or the reservation's or activity's Plus2 restriction, is too short. Check Advance Booking Period in GMC > Configuration Manager > Gladstone360 CheckIn POS > General Settings and the Plus2 restriction.
  • A member can't book online but can at reception: they're not signed in, their price level isn't allowed, or booking restrictions apply. See Booking Restrictions in Go Book.
  • Staff can't make party bookings at the staff price level: the price level isn't set up for party bookings. Add it in GMC > Configuration > Member Facing Global > Class Party Booking Price Levels. If the STAFF price level is Members only, also allow non-members.
  • A new member is still charged for classes: their membership starts in the future. Delete and re-add the subscription with the correct start date.
  • Two customers' bookings won't pay together in the till: Produce one sale isn't ticked on the reservation item. Compare with a reservation item that works and tick Produce one sale. Don't keep retrying the payment.
  • The weekly class view is slow: old booking types are on the sheet. Move unused types into a "do not use" group that isn't ticked in GMC.
• Common questions:
  • Can members book a class after it has started? Only within the Activity Start Tolerance Time your site sets in GMC.
  • How long do unpaid bookings stay in the basket? The Unverified Bookings Manager (sometimes called the Unpaid Booking Manager) removes stale unpaid bookings. It runs every 20 minutes by default, and this can be changed.
  • Can we put money on account instead of refunding? No. Refund, or cancel and rebook.
  • Can we see yesterday's sessions in the booking time slots? No, only present and future sessions show. You can submit a feature enhancement request.
• When to contact Gladstone support:
  • A setting is correct but behaviour doesn't change: include the setting, the activity and an example booking.
  • Two items still won't pay together after checking Produce one sale: include the reservation items and member ID.
  • Deleted or archived reservations still appear in Gladstone360.
• Related: How to Cancel or Amend a Member's Existing Booking; Gladstone 360 CheckIn POS General Settings; Price Level Override (PLO).

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