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Guest Booking Flow

The guest booking flow is the guest-facing path from selecting a facility or activity to completing a booking. Guests may open this flow directly from a property link or through Guest Experience Platform. Staff can use this guide to reproduce a guest issue and confirm whether setup, capacity, guest details, or payment is blocking completion.

Quick Reference​

StepGuest ActionStaff Check
BrowseGuest opens available facilities or activities.Facility is active and visible.
Facility detailGuest reviews description, images, pricing, terms, policy, opening hours, and availability.Facility setup is complete and translated where required.
Select date and timeGuest chooses an available date and slot.Date rules, capacity, and booking window are correct.
Enter quantityGuest selects the activity quantity, shown with the configured quantity label.Capacity is not exceeded and the quantity wording is clear.
LanguageGuest switches language where enabled.Required translations are complete.
Accept termsGuest accepts terms when the activity requires them.Terms are enabled only when needed and are readable.
Enter detailsGuest submits the guest information shown on the form.Email and Phone appear only when enabled; displayed fields can be optional or required.
Confirm or payGuest confirms booking or completes payment if required.Booking and payment status are visible to staff.
Result stateGuest sees success, failure, or payment status.Staff can find the booking if successful.

Before You Start​

  • Facility and category should be active.
  • Availability and capacity should be configured.
  • Duration limits should be configured when a duration-style activity must stay within a defined range.
  • Payment settings should be tested if payment is required.
  • Guest form fields should match the information staff need during operations.
  • Check whether Email and Phone are enabled for the guest form, and whether each displayed field is optional or required.
  • Terms and conditions should be configured before requiring guests to accept them.
  • If guests enter from GEP, the GEP menu or facility content should point to the intended Facility Booking category or activity.

Reproduce a Guest Booking​

  1. Open the guest Facility Booking link for the property.
  2. Confirm the app home or entry screen opens for the correct property.
  3. Browse the facility list.
  4. Select the facility or activity.
  5. Review description, images, pricing, policy, terms, opening hours, and availability on the detail page.
  6. Choose a date that should be available.
  7. Choose a slot or duration.
  8. Select the activity quantity or ticket group counts.
  9. Accept terms or policy if the activity displays them.
  10. Enter guest details when the guest form appears.
  11. Select Book Now.
  12. Complete payment if the guest is sent to a payment page.
  13. Open the staff booking list and confirm the booking appears.

Facility Detail​

The facility detail page shows the activity description, images, pricing, terms, policy, opening hours, and available booking options before the guest starts a booking.

Guest App Screens​

  • Home: Entry point for the property Facility Booking app.
  • Facility list: Guest browses active facilities and activities.
  • Facility detail: Guest reviews description, pricing, terms, policy, and available booking options.
  • Booking form: Guest selects date, slot or time range, quantity or ticket counts, room, and the guest fields enabled for the property. Email and Phone may be hidden, optional, or required.
  • Payment: Guest completes online payment when the facility requires it.

Language Switcher​

If the guest app offers a language switcher, test the flow in every required language. Check facility names, descriptions, category labels, pricing text, terms, policy, guest form labels, payment text, and result messages.

What Blocks Book Now​

The guest cannot book until the required booking information is valid:

  • Date is selected.
  • Quantity or pax is selected.
  • Slot or duration is selected and meets the configured duration limits when limits are enabled.
  • Activity is selected.
  • Terms are accepted when required.
  • Any displayed required guest fields are complete.
  • If Email is displayed and contains a value, it uses a valid email format.
  • Capacity is not exceeded.
  • The selected ticket type is available.
  • The activity is not disabled.
  • Booking limits by customer ID, room number, or time window are not exceeded.
  • Online payment setup is valid when payment is required.

Payment Result Behavior​

  • If payment is required and still pending, the guest is sent to the payment page for that booking.
  • If payment succeeds, the payment page shows a paid confirmation.
  • If payment fails, the payment page shows a failed state and retry guidance.
  • If payment is not required, the guest sees the booking success or failure state after confirmation.

Troubleshooting​

Guest cannot complete booking​

What you see: The guest flow stops before the booking is created.

Do this:

  1. Check whether the facility is active and visible.
  2. Check whether the date and slot are available.
  3. Check required guest fields.
  4. Check payment behavior if payment is required.
  5. Confirm staff can create a booking manually for the same facility and slot.

Guest cannot select a date, slot, or pax​

What you see: The guest can open the facility but cannot choose the expected booking option.

Do this:

  1. Confirm the activity is active and not disabled.
  2. Check restricted date range and booking window.
  3. Check slot type, slot capacity, operational time, capacity per time block, and duration limits.
  4. Check max pax per booking.
  5. Check booking limitation type and time limitation.
  6. Confirm existing bookings have not consumed capacity.

Guest is sent to payment but staff cannot confirm payment​

What you see: The booking exists, but the guest payment page remains pending or shows failed.

Do this:

  1. Search for the booking in the staff booking list.
  2. Check the booking payment status.
  3. Ask the guest whether they closed the payment page before completing payment.
  4. Retry payment if the page offers that action.
  5. Escalate with the booking ID if payment stays pending after the guest completes payment.

Email or Phone is missing or unexpectedly required​

What you see: The guest form does not show Email or Phone, or a displayed contact field blocks submission.

Do this:

  1. Check the Facility Booking guest form configuration for the Email and Phone enabled settings.
  2. Check whether the displayed field is configured as required.
  3. If Email is displayed and filled in, confirm the value uses a valid email format.
  4. Reopen the guest booking flow after the configuration has been saved and confirm the form matches the intended settings.