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Troubleshoot Facility Booking

Use this page when guests cannot see or book a facility, staff cannot find or update a booking, payment is unclear, or notifications/logs do not match expected activity.

Symptom Table​

SymptomFirst Checks
Guests cannot see a facilityActive state, disabled activity setting, category, subcategory, visibility, language, date rules, and slots.
Date or time is unavailableRestricted date range, booking window, slot type, slot capacity, operational time, capacity per time block, and existing bookings.
Pax or quantity is blockedMaximum capacity per booking, ticket group settings, current capacity, and booking limitation rules.
Booking cannot be confirmedRequired fields, policy acceptance, status, hold expiry, capacity, and payment state.
Guest contact field is missing or blocks submissionGuest form enabled and required settings for Email and Phone, plus Email format when a value is entered.
Payment state is unclearBooking payment status, transaction ID, gateway, guest payment result, and shared payment troubleshooting.
Staff do not receive notificationsBrowser permission, Facility Booking access, notification list, date filters, and booking visibility.
Logs are missingDate range, search text, pagination, booking logs modal, and facility logs list.

Guest Availability Checks​

  1. Open the same guest Facility Booking link.
  2. Confirm the app home and facility list show the expected property.
  3. Open the facility detail page.
  4. Confirm the facility is active, visible, and not disabled.
  5. Check category and subcategory active state.
  6. Check slot, capacity, restricted date range, booking limitation, and max pax settings.
  7. Check payment requirement if payment blocks booking.

Guest Form Checks​

  1. Check whether Email and Phone are enabled in the Facility Booking guest form configuration.
  2. Check whether each displayed contact field is optional or required.
  3. If Email is displayed and the guest entered a value, confirm the value uses a valid email format.
  4. Reopen the guest booking form after saving configuration and confirm hidden fields no longer appear.

Staff Booking Checks​

  1. Search the booking list by date, facility, guest, or booking details.
  2. Check calendar, daily, summary, and card view filters.
  3. Open the booking and review status, payment, channel, ticket groups, remarks, and logs.
  4. Check whether the booking is locked, deleted, or final before editing.

Escalation Details​

When escalating, include:

  • Property and facility/activity name.
  • Guest URL or staff page.
  • Booking ID or hold ID if available.
  • Date, time, slot, pax, ticket group, or quantity.
  • Payment status and transaction ID if payment is involved.
  • Screenshot of guest blocker or staff booking detail.
  • Relevant logs or notification timestamps.