> ## Documentation Index
> Fetch the complete documentation index at: https://sailia-mintlify-refund-reserve-1778070886.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer booking guide

> How to browse activities, make bookings, manage your account, and use discounts on a Sailia booking page.

This guide is for customers using a Sailia-powered booking page. It covers how to find and book activities, manage your account, and use memberships, passes, gift cards, and discount codes at checkout.

## Browse and book activities

<Steps>
  <Step title="Find an activity">
    Open the booking page and browse the available activities. Each listing shows a description, images, pricing, and available dates. Use the calendar view to find sessions that fit your schedule.
  </Step>

  <Step title="Select sessions and tickets">
    Choose the session you want to attend and select your ticket type. If you are booking for multiple people, select the number of tickets you need. The page shows real-time availability so you can see how many spots remain.
  </Step>

  <Step title="Add items to your basket">
    Add your selections to the basket. You can continue browsing and add more activities, shop products, or gift cards before checking out.
  </Step>

  <Step title="Enter attendee details">
    Provide the required information for each attendee. If the activity requires a waiver, you are prompted to complete it during this step.
  </Step>

  <Step title="Apply discounts and pay">
    Enter any discount codes or gift card codes, then complete payment by card. You receive a confirmation email with your booking details and a PDF receipt.
  </Step>
</Steps>

## Creating an account vs booking as a guest

You can book as a guest without creating an account. However, creating an account gives you access to additional features:

|                                          | Guest      | Account holder    |
| ---------------------------------------- | ---------- | ----------------- |
| Book activities and purchase products    | Yes        | Yes               |
| View upcoming and past bookings          | No         | Yes               |
| Download receipts                        | Email only | Account dashboard |
| Complete waivers before the booking date | No         | Yes               |
| Save details for faster future checkout  | No         | Yes               |
| Manage memberships and activity passes   | No         | Yes               |
| Add family members                       | No         | Yes               |

<Tip>
  If you plan to book again in the future, creating an account saves time. Your details are stored so you do not need to re-enter them at checkout.
</Tip>

To create an account, select the sign-up option on the booking page and enter your name, email address, and a password.

## Managing your bookings

Once you have an account, you can view and manage your bookings from your account dashboard.

* **Upcoming bookings** — see the activity name, date, time, and location for each booking
* **Past bookings** — review your booking history
* **Receipts** — download PDF receipts for any completed purchase
* **Memberships and passes** — view active memberships and remaining activity pass redemptions

<Note>
  If you booked as a guest and later create an account using the same email address, contact the activity provider to link your previous bookings to your new account.
</Note>

## Family accounts

Family accounts let you group family members — such as children, partners, or dependents — under a single account. This means you can book for everyone from one login.

<Steps>
  <Step title="Add a family member">
    Open your account settings and navigate to the family members section. Add each person's name and details.
  </Step>

  <Step title="Book for family members">
    When making a booking, select which family members are attending. Each person is tracked individually for attendance and waiver completion.
  </Step>

  <Step title="Manage memberships and passes per person">
    Memberships and activity passes are assigned to individual family members. When you purchase a membership or pass, choose which family member it belongs to. Their discount or pass redemptions apply only to their bookings.
  </Step>
</Steps>

## Completing waivers

Some activities require you to complete a waiver before attending. A waiver may include text to acknowledge, checkboxes to confirm, a digital signature field, or a file upload for supporting documents.

You are prompted to complete required waivers during checkout. If you have an account, you can also complete waivers ahead of time from your account dashboard.

<Note>
  Each attendee needs their own waiver completed. If you are booking for family members, complete a waiver for each person who is attending.
</Note>

## Using memberships, activity passes, and gift cards

### Memberships

If you hold an active membership, sign in to your account before checking out. Membership discounts are applied automatically to eligible items in your basket.

### Activity passes

Activity passes are prepaid session bundles. If you have a pass with remaining redemptions, it is applied during checkout when you book an eligible activity. Each redemption uses one session from your pass balance.

### Gift cards

To use a gift card, enter the gift card code at checkout. The card balance is applied to your order total. If your order costs less than the card balance, the remaining value stays on the card for future use.

<Tip>
  You can combine a gift card with other payment methods. If the gift card does not cover the full amount, you pay the difference by card.
</Tip>

## Using discount codes

If you have a discount code, enter it at checkout in the discount code field. The discount is applied to eligible items in your basket. Some things to keep in mind:

* A discount code may apply to specific activities or product types only
* Some codes have expiry dates or usage limits
* Certain discounts are applied automatically and do not require a code

<Note>
  If a discount code is not working, check that the items in your basket are eligible and that the code has not expired. Contact the activity provider if you need help.
</Note>

## Paying in instalments

Some activities offer instalment plans that let you split the total cost into scheduled payments. When an instalment plan is available:

1. Select the instalment option at checkout.
2. Pay the first instalment to confirm your booking.
3. Subsequent payments are charged automatically to your card on the scheduled dates.

You can view your instalment schedule and payment status from your account dashboard. If a payment fails, you receive an email from Stripe with instructions to update your payment method.

<Note>
  Your booking is confirmed after the first instalment payment. If a later payment fails and is not resolved, the activity provider may cancel your booking according to their policy.
</Note>

## Payments and receipts

All card payments are processed securely through Stripe. Sailia does not store your card details.

* **Confirmation email** — sent immediately after a successful booking with your booking details and a PDF receipt
* **Receipts** — if you have an account, download receipts anytime from your account dashboard
* **Refunds** — if you receive a refund, it is returned to your original payment method (card refunds take 5-10 business days) or issued as store credit that you can use on future purchases

<Tip>
  If you paid with a gift card and receive a refund, the balance is returned to the gift card rather than your bank account.
</Tip>

## Joining a waitlist

If a session is fully booked and the activity provider has enabled waitlists, you can join the waitlist for that session.

<Steps>
  <Step title="Join the waitlist">
    On the fully booked session, select **Join waitlist** and enter your details.
  </Step>

  <Step title="Wait for a notification">
    If a spot opens up, you receive an email with a link to complete your booking.
  </Step>

  <Step title="Book before the deadline">
    Follow the link in the email and complete your booking before the deadline. If you do not book in time, the spot is offered to the next person on the waitlist.
  </Step>
</Steps>

## Getting help

If you have questions about a booking, need to make a change, or are experiencing an issue, contact the activity provider directly. You can usually find their contact details on the booking page or in your confirmation email.

<AccordionGroup>
  <Accordion title="I did not receive a confirmation email">
    Check your spam or junk folder. If the email is not there, verify that the email address you entered during checkout is correct. Contact the activity provider to resend the confirmation.
  </Accordion>

  <Accordion title="I need to cancel or change my booking">
    Cancellation and change policies are set by the activity provider. Contact them directly to request a cancellation or modification. Some providers allow self-service cancellations from your account dashboard.
  </Accordion>

  <Accordion title="I was charged but did not receive a booking">
    Contact the activity provider with your payment details. They can verify the transaction and confirm or correct your booking.
  </Accordion>

  <Accordion title="My discount code is not working">
    Verify the code is entered correctly and has not expired. Some codes are restricted to specific activities or product types. Contact the activity provider if the issue persists.
  </Accordion>

  <Accordion title="I missed the waitlist booking deadline">
    Once a waitlist deadline passes, the spot is offered to the next person. Contact the activity provider to check if additional spots are available or to rejoin the waitlist.
  </Accordion>

  <Accordion title="My refund has not arrived">
    Card refunds typically take 5-10 business days to appear in your bank account. If it has been longer than 10 business days, contact the activity provider — they can check the refund status in their system. Store credit refunds are available immediately as a gift card balance.
  </Accordion>

  <Accordion title="I forgot my password">
    On the booking page, select **Log in** and then **Forgot password**. Enter your email address, and a password reset link is sent to your inbox. Check your spam folder if the email does not arrive within a few minutes.
  </Accordion>

  <Accordion title="I cannot see my membership discount at checkout">
    Make sure you are signed in to your account before adding items to your basket. Membership discounts are applied automatically only when you are logged in. If the discount still does not appear, check with the activity provider that your membership is active and covers the items in your basket.
  </Accordion>

  <Accordion title="An instalment payment failed">
    If an automatic payment fails, Stripe sends you an email with a link to update your payment method. Update your card details as soon as possible to avoid disruption. If you are unsure about the status, contact the activity provider.
  </Accordion>
</AccordionGroup>

## Related guides

<Columns cols={2}>
  <Card title="Your booking page" icon="browser" href="/getting-started/booking-page">
    How the booking page works and what you can purchase.
  </Card>

  <Card title="Customer accounts" icon="user-check" href="/customers/customer-accounts">
    Account features, family members, and self-service options.
  </Card>
</Columns>