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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

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

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.

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

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.

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.

1. Add a family member

   Open your account settings and navigate to the family members section. Add each person’s name and details.

2. Book for family members

   When making a booking, select which family members are attending. Each person is tracked individually for attendance and waiver completion.

3. 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.

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.

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

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.

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.

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

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.

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.

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.

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

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

Joining a waitlist

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

1. Join the waitlist

   On the fully booked session, select Join waitlist and enter your details.

2. Wait for a notification

   If a spot opens up, you receive an email with a link to complete your booking.

3. 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Related guides

Your booking page

How the booking page works and what you can purchase.

Customer accounts

Account features, family members, and self-service options.