Go Book Booking and Cancellation Settings in Operator

Problem

Administrators need to set the Go Book rules for how close to the start customers can book and cancel online, what they can pay for online, and who they can book for, matching the site's terms and conditions.

Resolution

1. Open the settings

   • In Operator go to Configuration > Modules > Configure and search for each setting by name.

2. Set the booking settings

   Setting	Guidance
   Booking cut-off (minutes)	How close to the start online booking stops (default 10; e.g. 30 so registers can be printed).
   Cancellation cut-off (minutes)	How close to the start customers can no longer cancel online (e.g. 60 or 90, matching your terms and conditions). A long cut-off means late drop-outs just don't turn up and the alert list can't refill the space; 20–30 minutes is a common middle ground. Customers can still ask reception to cancel them after the online cut-off.
   Unpaid sales with future date (days)	Shows future-dated sales (e.g. block bookings or event bookings raised in advance) on the customer's online account so they can pay them, including in parts (e.g. 60 days ahead).
   Enable booking for others	Lets the primary member of a linked group book activities and classes for the linked members, up to a maximum number. It works one way only (primary to linked), so it may confuse groups such as students booking for friends.
   Enable linked memberships / maximum links	Lets customers send link invitations from their account (the other person accepts by email; matched on name, date of birth and email). Cap the number of links (e.g. 2 for a couple, 4–5 for a family).
   Join card images	Stock images shown on Go Join membership cards; they can't be customised.
   Single site mode	For one-site operators: turns off the site finder so customers go straight to the memberships.

3. Set the booking limits (if applicable)

   • How many bookings a member can make per day, per date and per activity is set with three separate settings. See Booking Restrictions in Go Book.

4. Save and test

   • Save, then test exact-time and partial overlaps, and limits across primary and linked accounts, on every customer-facing channel.

Notes

• Overlapping bookings: by default Go stops a customer booking two things that overlap, including joining a waiting list for a clashing class. What is allowed, and what to test, is in Booking Clashes on Go Book.
• No-show control: a three-strike rule (e.g. a one-week ban after three no-shows) is available as an optional bespoke (chargeable) script. Agree a no-show and late-cancellation policy before go-live (e.g. a warning email after the first, a short booking ban after the second, a longer ban after the third). Instructors can mark attendance on a tablet using the Access module class register, so no-shows are recorded accurately.
• Online cancellation: customers can currently cancel only bookings they haven't paid for (e.g. free via a price level override). Online cancellation of paid bookings and memberships is planned, driven by new legislation. Paid bookings (e.g. courts) therefore have to be cancelled and refunded by staff, so publish your cancellation rules (e.g. 24 hours' notice).
• Staff booking in Plus2 or 360 aren't bound by the online rules (see Booking Clashes on Go Book for clashes). Decide whether staff may override the rules and how that's authorised.
• Advance booking windows, prices, cancellation rules and the web tick are set per activity or reservation in Plus2. Members and non-members can be given different windows.
• Related: Configuring Booking Release Time for Classes and Activities in Go Book (look-ahead period and release time); Making a Price Level Visible in GoBook (web-bookable price levels); Enabling Party Bookings in Go Book; Enabling 'Book for Others' Feature; Gladstone Go – Joining Online, Pay-as-You-Go and Eligibility Checks; Gladstone Go Book – Sites and Activity Display; Testing Gladstone Go Before Go-Live.

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