What you'll learn

1. How to verify package configuration parameters across Premier/EMS and the Ecommerce Platform.
2. How to diagnose and resolve complete, intermittent, or basket-addition availability issues for spa days.
3. How to identify server connection faults and gather key diagnostic information for technical escalations.

When should I use this?

Before you start

1. Confirm you have active administrative login credentials for both Premier/EMS and your Ecommerce Platform dashboard.
2. Identify the specific spa day package name and the exact dates or time ranges experiencing availability issues.
3. If running a local Premier server, ensure you can contact your internal IT administrator to assist with local network or server checks.

Step-by-step

1. Verify EMS or Premier package configuration

1. Access your system settings depending on the platform you use:
   
1. Option A: Premier: Navigate to Configuration > Packages.
2. Option B: EMS: Navigate to Settings > Packages and edit the package.
2. Verify that the package is flagged as Web-Bookable (in Premier) or set to Show Online (in EMS).
3. Check that the package start date is set in the past or left blank, and ensure there is no restrictive end date blocking future availability.
4. Ensure all treatments included within the package are set up as available and bookable online.
5. If the package includes a facility appointment code or group activity, confirm it is available within the package's configured time bands.
6. Verify that any non-stock extras included in the package have the Available in API option enabled (in Premier, navigate to Manager > Misc/Food & Drink).
7. Check that Package Time Bands and Package Time Band Limits are correctly configured for web bookings.
8. Confirm that the package time bands fall strictly within the overall opening hours configured on your Ecommerce Platform.
9. Ensure that promotional pricing has been assigned correctly to all individual elements of the package.
   

Important Notice: If your property recently went live on the Premier platform, verify that package availability has been validated in settings (Manager > Site Settings > Reservation Options).

2. Check Ecommerce Platform settings

1. Log in to your Ecommerce Platform administration dashboard.
2. Navigate to your product settings and confirm that the spa day is set to Published and visible to the public.
3. Check your Availability Rules menu to ensure no active rule is blocking out the specific days or times you are testing.

3. Configure package availability and web limits

1. Access the package availability settings:
   
1. Option A: Premier: Navigate to Configuration > Packages.
2. Option B: EMS: Navigate to Settings > Packages > Edit package.
2. Set a Booking Limit representing the total maximum number of clients that can book the package for a given day.
3. Set a Web Booking Limit representing the maximum number of clients that can book online.
   

Important Notice: The Web Booking Limit must be set to a number greater than 0 for availability to appear on your storefront. This value is a subsection of the total Booking Limit, not an additional amount on top of it

1. Tick the required time band slots. The start of the selected time band will be the arrival time shown to guests on your storefront.
   

Check Time Band Expiry/End Dates:

If availability disappears completely for all spa days after a specific future date, check the end date on your Package Time Band Limits in Premier -> Configuration or Settings -> Capacity in EMS. Ensure the time band validity range extends into the future (or is set without an expiry date) to avoid sudden drop-offs in future booking availability.

4. Resolve intermittent availability issues

1. Option A: Local Premier Server:
   
1. Ask your internal IT team to verify that your network speed and bandwidth meet platform requirements.
2. Check if heavy network traffic, automated backups, or background software operations are running during the day and consuming server processing power.
3. Confirm that your local server hardware meets current recommendations provided by Journey.
4. Have your IT team restart your proxy server connection or reboot your local server if processing power is constrained.
2. Option B: Cloud-Hosted Premier or EMS:
1. If your system is hosted in the Cloud and experiences intermittent drops, skip local network checks and contact the Journey Support Team immediately.
   

5. Resolve basket addition errors

1. Fix errors where availability displays on the storefront, but selecting an item displays a "something went wrong" message upon adding it to the basket.
2. Access your pricing setup depending on your system:
   
1. Option A: Premier: Navigate to Manager > Promotional Pricing for the failing spa day package.
2. Option B: EMS: Navigate to Settings > Discounts and open the relevant discount configuration for your ecommerce system (typically named ecommerce, onejourney, or revspa).
3. Confirm that Promotional Pricing has been explicitly defined and assigned to the package and every inclusion within the package.
4. Save any missing pricing fields and re-test adding the spa day to the basket on your storefront.
   

6. Resolve complete availability outages across all spa items

1. Address sudden total loss of online availability for all spa days and treatments.
2. Option A: Local Premier Server: Ask your IT team to restart your Premier API and IP Tunnel services to clear frozen socket connections or API refusal errors.
3. Option B: Cloud-Hosted Premier, EMS, or Persistent Outage: If your property uses Cloud-hosted Premier or EMS, escalate the outage directly to support.

Best practice

1. Gather Key Diagnostic Details Before Escalating: When raising an availability issue with support, note down the exact time of the outage, the specific URLs affected, and how frequently the issue occurs. This information helps us resolve the problem much faster for you.
2. Audit Lead Times and Maximum Advance Days: If an individual spa day fails to show availability, check that the booking lead time or maximum advance booking windows in platform site settings have not been set too high or too restrictively.
3. Reach Out for Support: If you need a hand, the Journey Support Team is available via live chat on our support portal or via email at support@journey.travel.