Current issues and solutions are listed below . Spa Space is actively working to resolve.
Issue |
Detail |
Solution |
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| 5.01 | Guest search during booking a new service | Guest search loading will begin after typing the first three letters of guest name. No longer do you have to wait for the wheel to stop before searching. | ||
| 5.02 | Pending appointments booked from the provider search page are not falling off after 60 minutes. | Support is aware of this new development. They are going in daily to remove the appointments. You are able to delete the appointments after 60 minutes if they are interfering with your schedule. | ||
| 4.03 | Providers that have been removed from the books are getting booked online. Will show as a null provider in online booking. | The providers schedule was not removed prior to removing the facility. Call Support and we can remove the schedule of the provider. All appointments can be viewed on room view. | ||
| 4.04 | Host guest's names are not on confirmations | If a specific itinerary is needed for linked appointments, manual confirmations can be used to give a more specific details. | ||
| 4.05 |
Provider missing from lower booking form on schedule page. |
The provider is still listed on the appointment and it will check out. Check if there is any conflict in the provider's services or times. If there is not, click into the appointment and back out again. This will refresh the provider's name. | ||
| 4.06 |
Provider missing from appointment or Asst. Unaffiliated showing on schedule |
View the appointments from the room view. Add provider back to the appointment, instructions HERE. If you have any issues contact support. |
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| 4.07 |
Provider with multiple locations will show unavailable if they have a cancelled or deleted appointment at another location. |
You are able to override to book the provider manually. The provider will not be able to be booked online. You will need to check the other locations for cancellations and deleted appointments for providers that have multiple locations listed at the same day and time. |
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| 4.08 |
Providers booked online, if appointment is canceled or deleted, schedule will be blocked. |
Facility managers can use "ignore errors and conflicts" to book these providers. |
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| 4.09 |
The incorrect email has been used to book. |
There is no way to edit emails in Spa Space at this time. Support can update the email in Stripe and Hubspot. |
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| 4.10 |
No Show appointments do not show up on the schedule. |
These appointments can be viewed in the Facility Manager report. If a no-show needs to be refunded and you cannot pull up the appointment, please reach out to Support to refund on the back end. |
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| 4.11 |
Refunded room charges, gift cards charges or promotions or discounts are not compensating providers correctly. |
Call Support or open a Support ticket to ensure the provider is paid correctly. |
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| 4.12 |
Linked appointments that receive a partial refund or cancellation remove the full amount from the provider and the customer is not charged correctly. |
Unlink appointments before cancellations. Refunds can no longer be unlinked. Please reach out to support to ensure the provider is paid correctly. |
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| 4.13 |
Linked appointment with a failed credit card or 3D authorization puts guest (child ) appointment in partial complete, but turns the appointment green. The host appointment remains blue, neither appointment is paid. |
When an CC fails or has a 3-D authentication the child appointment will need to be unlinked and refunded at 100% to close out the appointment and rectify the provider's compensation report. When a new card is obtained a replacement appointment will need to be booked and added back to the host (which should still be blue) and then checked out. |
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| 4.14 |
Appointments using Gift Cards with Promotion codes are charging guest's credit card for the service charge of the appointment. |
To avoid charging the guest's card please use the markdown feature to apply the discount or reach out to support to create a special promotion code that bypasses this issue by charging the service charge to the facility. |
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| 4.15 |
Gift card link is not accurate on all but the Spa Space homepage (prior to logging in or navigating away). |
Please use the following link: |
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| 4.16 |
Large groups charged out to room charges are reporting incorrectly that partial appointments are charging to the guest credit card. The guest's card are not being charged, this is an error in the cost summary and on the facility manager report. |
For you assurance, please contact Support to verify the guest card is not charged. |
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| 4.17 | Only the host's gender preference will save on an appointment. | If there is a linked appointment only the gender preference for the host is noted in the appointment. If this gets changed it will also change the host gender preference. Please refer to notes for specific gender preference for guests. |