Handling No-Shows on Bookings: Administrator Playbook
Handling No-Shows on Bookings: Administrator Playbook
Section titled “Handling No-Shows on Bookings: Administrator Playbook”A no-show is when a client booked a PC but did not show up. Without a clear procedure, this leads to losses: the PC sits idle while other clients wait, or the administrator holds the spot too long out of courtesy.
Why a Standard Matters
Section titled “Why a Standard Matters”Without a defined wait time, every administrator decides differently: one holds the PC for an hour, another releases it in 5 minutes. This creates unpredictability for clients and lost revenue for the club.
A standard solves three things:
- The administrator knows what to do without calling the manager
- The client understands the terms at booking time
- The PC is released on time for walk-ins or another booking
Playbook: Step by Step
Section titled “Playbook: Step by Step”Step 1. Booking Start Time Has Passed — Client Is Not Here
Section titled “Step 1. Booking Start Time Has Passed — Client Is Not Here”Check the booking on the hall map. The PC is marked as booked, the time has come, the client is not here. Do not release the PC immediately.
Call the client (if a phone number is in the booking profile). One call — no more. If there is no answer — move to step 2.
Step 2. Wait by Timer
Section titled “Step 2. Wait by Timer”Count down the wait time established by the club. Recommended guidelines:
| Booking Type | Wait Time |
|---|---|
| Standard booking without prepayment | 10–15 minutes |
| Booking with deposit / prepayment | 20–30 minutes |
| VIP seat or group booking | 20–30 minutes |
While waiting — the PC is unavailable to other clients. For walk-in clients, explain the situation and offer another seat or ask them to wait.
Step 3. Contact the Client (optional)
Section titled “Step 3. Contact the Client (optional)”If the club sends reminders — 5–10 minutes before the no-show mark, send the client a message: via the IZI app or by phone through the administrator. This gives a last chance for a late arrival.
Step 4. Log the No-Show in IZI
Section titled “Step 4. Log the No-Show in IZI”Once the wait time is up:
- Click the booked PC on the Hall map
- In the side panel, click Mark No-Show (or Cancel Booking → No-Show)
- Confirm
The system:
- Releases the PC — it turns green and becomes available
- Records the no-show status in client history
- Applies the deposit policy (if configured)
Step 5. Decide on the Deposit
Section titled “Step 5. Decide on the Deposit”If a deposit was taken at booking time:
| Policy | Action |
|---|---|
| Full refund | Funds remain on the client’s balance unchanged |
| Partial retention | Deduct the booking fee (balance deduction), return the remainder |
| Full retention | The entire deposit is charged as payment for the reserved slot |
The client must know the policy in advance — at booking time, not when the situation arises.
Step 6. Convert to Walk-In
Section titled “Step 6. Convert to Walk-In”The released PC is immediately available:
- Offer it to waiting walk-in clients
- Or accept a new booking if a call has come in
- Or leave it free if load is low
If the no-show client shows up later — explain the situation, start a new session as walk-in (no booking, on a free PC). The deposit is applied per the established policy.
Client History and Managing Repeat Bookings
Section titled “Client History and Managing Repeat Bookings”No-shows are recorded in the client profile in IZI. This allows:
- Seeing on the next contact that the client has missed bookings before
- Deciding: require prepayment for unreliable clients
- For repeat no-shows — decline to book or require 100% prepayment
Response script for a repeat no-show client:
“We can see you missed your booking on [date]. For your next booking we will need a deposit — this reserves the PC specifically for you. Without a deposit we only accept walk-ins.”
This is not a penalty — it is protecting the club’s resource. A client who repeatedly no-shows creates operational load with no return.
How to Reduce No-Shows
Section titled “How to Reduce No-Shows”Day-before reminder. If IZI is configured to send push notifications — a reminder 24 hours and 1 hour before the booking reduces no-shows.
Prepayment or deposit. A client who has paid something shows up at a significantly higher rate.
Easy cancellation. If a booking is easy to cancel (via the app, no phone call required), the client will cancel rather than disappear silently. The PC is freed in advance, not at the booking start time.
Short wait interval. The shorter the wait standard, the faster the PC returns to circulation. For high-load clubs, 10 minutes is better than 30.
Related Pages
Section titled “Related Pages”- Manage Bookings in IZI — create, modify, cancel a booking
- Start a Paid Session in IZI — start a walk-in session after a no-show
- Hall Real-Time Overview — hall map and booking statuses
Frequently asked questions
How long should you wait for a client on a booking?
There is no universal standard — the club owner decides. Common practice: 10–15 minutes for standard bookings, 20–30 minutes for VIP or prepaid bookings. After that, the booking is closed as a no-show and the PC is released.
Can a deposit be taken for a booking in IZI?
Yes. If the client has a topped-up balance in IZI, an amount can be reserved. The deposit is applied when the session starts. No-show retention policy is at the club's discretion.
What happens to the deposit if the client doesn't show up?
Depends on club policy. Options: full refund to the client's balance, partial retention (booking fee), full retention. The policy must be communicated to the client at the time of booking.
How do I log a no-show so it affects future bookings?
Mark the no-show via the booking cancellation function with the no-show status. The no-show status is recorded in client history — on the next booking, administrators can see the client has missed before.
Can the no-show PC be given to another client?
Yes, after closing the booking as a no-show the PC becomes free and can be taken by a walk-in client or new booking.