Self-reschedule is a switch per experience. You set how many hours before the start a guest can still move and whether a change fee applies. The guest picks another session with room and the seat moves in a single step, so the roster never shows them in two places. Weather closures handle every affected ticket in one pass.
What rules govern a guest move?
Two settings do most of the work: the hours-before cutoff and the change fee. Twelve hours before a dawn paddle means the roster settles the night before. Two hours means the guide finds out in the parking lot.
Inside the window, the guest moves themselves. Outside it, the move goes back to the office, where a staffer can still do it. The rule shapes who handles it, and there's still a person who can say yes.
What does the guest actually do?
They open the booking, see the sessions with room, and pick one. The swap happens as one action: the old slot is released as the new one is confirmed. There's no window where the seat is counted twice or lost entirely.
If a change fee applies, it posts before the swap commits. The guest sees the fee before they agree to it, which is the difference between a policy and a surprise.
What happens when weather closes the day?
Close the affected sessions and fix up every ticket in one action. Three outcomes are available: issue a rain check credit, move guests to another session, or refund them. Credits and refunds are tracked, and retries never double up, so pressing the button twice during a storm doesn't refund anyone twice.
A thunderstorm that takes out the 2 p.m. and the 4 p.m. is one pass over both sessions, not 140 individual conversations.
Where do the phone calls go?
Cancel, transfer and rebook requests from guests land in a queue staff work, rather than an inbox somebody might miss. The guide view carries the roster for the session and a place to log incidents by severity, from a note to an emergency. A twisted ankle on the trail reaches the office the same afternoon.
Rain forecast for Saturday. Four guests move themselves to the Sunday tour overnight from their phones. The Sunday roster is right when the guide picks it up at 8 a.m., and nobody at the office spent the morning on the phone rebuilding it.
Worth checking.
- The hours-before cutoff for each experience, since a dawn tour and an afternoon pool session are not the same problem
- Whether a change fee applies, and whether staff can waive it
- Which outcome you reach for first on a weather day: credit, move or refund
- Who works the guest request queue on a weekend