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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.
Select date and timeGuest chooses an available date and slot.Date rules, capacity, and booking window are correct.
Enter quantityGuest selects pax or quantity.Capacity is not exceeded and ticket type is available.
Accept termsGuest accepts terms when the activity requires them.Terms are enabled only when needed and are readable.
Enter detailsGuest submits required guest information.Required name, room, phone, and email rules match staff needs.
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.
  • Payment settings should be tested if payment is required.
  • Guest form fields should match the information staff need during operations.
  • 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. Select the facility or activity.
  3. Choose a date that should be available.
  4. Choose a slot or duration.
  5. Select pax or quantity.
  6. Accept terms if the activity displays them.
  7. Enter guest details when the guest form appears.
  8. Select Book Now.
  9. Complete payment if the guest is sent to a payment page.
  10. Open the staff booking list and confirm the booking appears.

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.
  • Activity is selected.
  • Terms are accepted when required.
  • Required guest email rules pass.
  • Capacity is not exceeded.
  • The selected ticket type is available.

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 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.