Booking policies: diaries, deposits, no-shows, reminders and waitlists
Keep a booking diary that works, explain deposits and cancellation terms before you take money, send reminders that help without exposing private details, apply no-show rules fairly and consistently, and run a waitlist that treats people in order. All examples and policies are fictional; your organization's booking terms govern.
- Level
- Beginner
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 3 Oct 2026
Skills you'll practise
- Read a booking diary to find clashes and the free slots that fit a booking's length
- Explain deposit and cancellation terms clearly before taking a deposit, and calculate a refund from stated terms
- Write or check a reminder that gives what the customer needs without sensitive details
- Apply a no-show or late-cancellation rule consistently, using waivers only within authority
- Offer freed slots from a waitlist in a fair, recorded order with a time-limited hold
Course outline
- 1.Booking policies: diaries, deposits, no-shows and remindersVideo · 2 min
- 2.A diary that worksLesson · 15 min
- 3.Deposits, cancellations and no-showsLesson · 15 min
- 4.Reminders that helpLesson · 15 min
- 5.Booking policies: diaries, deposits, no-shows, reminders and waitlists: knowledge checkKnowledge check · 17 questions
- 6.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Your organization's service procedures, policies, authority limits and escalation paths
- General customer service practice (starter content; needs subject review)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.