What your customers see and do. Written so you can send a customer straight to it, and so your staff can answer "how does my customer do that?" without guessing.
Making a booking
Guests book in one of three places, and all three are the same booking:
- On the venue's own website — the Book now button, or a booking form in the page.
- On the venue's BookMyVenue page —
bookmyvenue.com.au/book/<venue>. - By phoning the venue, who books it for them.
What booking asks for
Depending on the venue: the service, the practitioner, the date and time, party size, and contact details. Some venues ask for a deposit; some ask you to complete a short questionnaire before your first appointment.
Confirmed or pending?
- Confirmed — you are booked. A confirmation arrives by email, and by text if the venue sends them.
- Pending — the venue confirms bookings by hand, and yours is waiting on them. You will hear back. This is normal for tattoo studios and for treatments that need checking.
If a deposit was required, the booking is confirmed once the deposit is paid. If you close the payment page without paying, the time is released so someone else can have it — the booking is not held on an unpaid promise.
Changing or cancelling
Phone the venue. Their number is in your confirmation, and they can move or cancel your booking while you are on the call.
There is also a self-service manage page, personal to your booking, where you can:
- Move your appointment — pick a new time from what is actually free.
- Cancel — if the venue allows online cancellation.
⚠ Most confirmations do not currently include the link to that page. The stock confirmation wording asks you to phone the venue instead. If your confirmation has a manage link, use it; if it does not, phone. This is a known gap, not something you have done wrong.
Venues set their own cancellation policy and notice period. Cancelling inside the notice window may still be possible in the app but may still cost you the deposit — that is between you and the venue.
Your account
A guest account is optional. It pulls all your bookings with a venue into one place.
bookmyvenue.com.au/account
Signing in
There is no password. You enter your email address or mobile number, and a code is sent to it. Enter the code and you are in.
This is deliberate: no password to forget, no password to leak, and a code proves you own the contact details the bookings were made against.
What is in there
| Section | What it holds |
|---|---|
| Details | Your name and contact details |
| History | Every booking, past and upcoming, per venue |
| Health | Answers to any health/intake questionnaire you have completed |
| Per booking | Move, cancel, or rebook the same thing again |
Adding another email or mobile
If you booked once with a work email and once with a personal one, add the second address to your account and both sets of bookings come together. Each addition is verified with a code before it is attached.
"I can see a booking that isn't mine"
Remove that venue from your account. Nothing is deleted at the venue — the link between it and your account is simply cut.
Missing bookings
If a booking is not showing, it was almost certainly made against a different email or mobile. Add that contact detail to your account and it will appear.
Failing that, your account has a "Confirmation or manage link" box — paste the link from the original confirmation email into it and the booking is attached to your account.
Deposits, payments and refunds
- Payments go to the venue, not to BookMyVenue. Your bank statement shows the venue's name — that is why it will look familiar rather than confusing.
- Card details are handled by Stripe. The venue never sees your card number and neither does BookMyVenue.
- If a venue rejects an order you have paid for, the money comes back automatically.
- Any other refund is the venue's decision, under the venue's policy. Contact the venue.
Gift cards
Bought from bookmyvenue.com.au/gift-card/<venue>. The recipient gets a code, which is redeemed at the venue. Partial use is normal — spending $64 of a $100 card leaves $36 on it.
Event tickets
Bought from the venue's event page. You get a ticket code. Show it at the door — on your phone screen is fine.
One code, one entry. If it says ALREADY CHECKED IN, someone has come in on that code already; talk to the venue.
Waitlists
If the time you wanted is gone, you can join the venue's waitlist. If a slot frees up you will be sent an offer. Offers expire — take it promptly or it goes to the next person.
Being on a waitlist does not hold a time.
Privacy
- Your details belong to the venue you booked with. Each venue sees only its own guests.
- Health and intake answers are visible to the practitioners at that venue and nobody else.
- Manage links and calendar links are credentials. Do not forward them.
Something is wrong
- Check the spam folder first — this is the answer most of the time for a missing confirmation.
- Check for a typo in the email address you booked with.
- Phone the venue. They can see your booking and fix it in seconds.
- If it is BookMyVenue itself that is broken, the venue can escalate to
[email protected]on your behalf.
Still stuck? Email [email protected] with your venue name, what you were doing and what happened instead. Please don't send passwords — we will never ask for one.