My booking failed or isn't showing – what should I do?

 My booking failed or isn't showing – what should I do?

Occasionally, a booking may not complete or display as expected. You may hear our Customer Services team refer to this as a“ghost booking”.

This can happen when information doesn't synchronise correctly between PlayMoreGolf and the systems used to process a booking. Depending on where the booking process was interrupted, the result isn't always the same. Internal cases include bookings appearing on a club's tee sheet despite not appearing correctly in the member's PlayMoreGolf account, as well as attempts that did not reach the club.

How do I know if my booking may have been affected?

You might notice that:

• you received a booking failed message but points were deducted;
• the booking doesn't appear in your PlayMoreGolf account;
• the club can see your booking, but you cannot;
• the same or similar booking appears to have been processed more than once;
• your points balance doesn't look right after attempting a booking;
• you've tried again after receiving an error and are unsure which booking was successful.

These behaviours have been seen in previous booking incidents, including duplicate booking conflicts and cases where the club's tee sheet contained a booking that wasn't displaying correctly to the member. 

What should I do if this happens?

Please don't immediately make the same booking several more times.

If the first attempt has reached the golf club but hasn't yet displayed correctly in your PlayMoreGolf account, making further attempts can make it harder to identify which booking is genuine. Previous support cases have involved multiple bookings being created while a member was attempting to secure one tee time.

First, check:

1. Your PlayMoreGolf booking history
2. Your current points balance
3. Any booking confirmation you've received

If you're still unsure whether your booking has been confirmed, please contact our Customer Services team.

What information should I send?

To help us investigate as quickly as possible, please provide:

• your full name and email address;
• the golf club you were trying to book;
• the date of play;
• the tee time;
• the number of golfers;
• whether you were booking 9 or 18 holes, where relevant;
• whether you intended to use Home or Flexi Points, if known;
• any booking reference you received;
• a short explanation of what happened, including any error message you saw.

This information is important because where data is missing, PlayMoreGolf may need to establish which booking was genuinely intended or played before the account can be corrected. You and the wider team have specifically used the club, date, tee time and booking details to resolve affected accounts.

Screenshots are also helpful if something on your account doesn't look right.

What happens next?

Our Customer Services team will investigate the information available for your booking.

Depending on what happened, we may need to:

• confirm whether the booking reached the golf club;
• identify and correct duplicate or unsuccessful booking attempts;
• correct incorrectly deducted points;
• ensure a genuine booking is correctly recorded where appropriate.

In some circumstances, we may also need to verify the booking with the golf club before making a correction.

Have I lost my points?

If points have been deducted incorrectly because of a booking error, we can investigate the transaction and correct the account where appropriate. 

So an unexpected deduction doesn't necessarily mean those points have been lost permanently.

The club says they have my booking, but I can't see it

Please don't make another booking for the same tee time.

Contact Customer Services with the booking details and let us know that the club has confirmed the booking.

My booking says it failed. Should I just try again?

Before repeatedly retrying, check whether your points have changed and whether the booking has appeared in your account.

A failed or delayed response doesn't always mean that nothing happened behind the scenes. In previous incidents, retrying has sometimes resulted in duplicate booking records or multiple point deductions.

If you're unsure, contact us rather than continuing to retry the same tee time.

How do I contact you?

Email customerservices@playmore.golf with as much of the booking information above as possible.

Providing the club, date, tee time and number of players in your first message will help our team investigate without needing to come back to you for additional information.