Troubleshooting: Booking Conflicts & Capacity Issues

Scheduling problems can frustrate both your staff and your members. This guide helps you diagnose and resolve the most common booking and capacity issues in GymPoint.

Overbooking Prevention

GymPoint enforces capacity limits in real time, but there are scenarios where overbooking can occur.

Why Overbooking Happens

• Manual front-desk bookings — Staff with admin permissions can override capacity limits when adding members to a class from the admin panel. This is by design for special circumstances, but it can lead to overbooking if used carelessly.
• Race condition — In rare cases, two members may click "Book Now" at nearly the same time when only one spot remains. GymPoint handles this at the database level, but if you notice it happening, contact support.

How to Prevent It

1. Go to Settings > Bookings > General.
2. Enable Strict Capacity Enforcement. When this is on, even admin users cannot exceed the capacity limit without explicitly acknowledging an override warning.
3. Review your per-session capacity overrides. A session may have been manually set to a higher capacity than the room supports. Check under Schedule, click the session, and verify the capacity field.

Resolving an Overbooked Class

If a class is already overbooked:

1. Open the session on the calendar and click the Roster tab.
2. Identify how many members are over capacity.
3. Contact the extra members to offer alternatives (a different time slot or a waitlist spot for the next session).
4. Remove their bookings from the roster and, if appropriate, waive any cancellation fees through Members > [Member Name] > Billing > Adjustments.

Time Zone Mismatches

Time zone issues typically affect gyms with members who travel or live in different time zones.

Symptoms

• Members report that classes appear at the wrong time in the portal.
• Booking confirmations show a different time than what the member expected.

How to Fix

1. Check your gym's time zone. Go to Settings > Organization > Locale and confirm it matches your physical location.
2. Check the member's portal settings. The member portal displays class times in the gym's time zone by default. If a member's browser or device is set to a different time zone, they may misread the times. Remind members that all times shown are in your local time zone.
3. Verify server time. If you recently migrated or changed settings, class sessions created before the change may have stored incorrect timestamps. Review recent sessions on the calendar to confirm they display at the expected times.

Daylight Saving Time

GymPoint automatically adjusts for daylight saving time (DST) based on your configured time zone. However, if you applied schedule templates before a DST change, sessions near the transition date may be off by one hour. Delete and re-apply the template for the affected week to correct this.

Conflicting Class Times

A conflict occurs when two classes are scheduled in the same room at overlapping times, or when an instructor is double-booked.

Room Conflicts

1. Go to Schedule and switch to the Room View (toggle at the top of the calendar).
2. Look for overlapping blocks in the same row (room). Conflicting sessions are highlighted with a warning icon.
3. To resolve, click one of the conflicting sessions and either change the time, change the room, or delete the session.

Instructor Conflicts

1. Go to Schedule and switch to the Instructor View.
2. Look for overlapping blocks in the same row (instructor).
3. Resolve by changing the instructor on one session or adjusting the time.

Preventing Conflicts

Under Settings > Bookings, enable:

• Room Conflict Warning — Alerts you when scheduling a class in a room that already has a session at that time.
• Instructor Conflict Warning — Alerts you when assigning an instructor who is already teaching at that time.
• Buffer Time — Set a buffer (e.g., 15 minutes) between classes in the same room to allow for cleanup and setup. GymPoint will treat any session within the buffer window as a conflict.

Resolving Double Bookings (Members)

If a member has been booked into two overlapping classes:

1. Go to Members > [Member Name] > Bookings.
2. Review their upcoming bookings for time overlaps.
3. Contact the member to determine which class they want to keep.
4. Cancel the other booking from this screen.

Preventing Member Double Bookings

Under Settings > Bookings > General, enable Prevent Overlapping Bookings. When active, a member cannot book a class that overlaps with another class they are already booked into. They will see a message explaining the conflict and suggesting they cancel one booking first.

Still Having Issues?

If you have worked through these steps and the problem persists:

• Check the booking history on the Schedule session detail panel for a record of booking and scheduling changes, including who made them and when.
• Contact GymPoint support with the session ID (found in the session detail panel) and a description of the issue.