Overview

If tour booking slots aren't showing up on your calendar, or times are appearing unexpectedly, several configuration factors could be at play. This guide walks you through the most common causes and shows you how to fix them quickly.

Time slot visibility depends on multiple settings working together correctly. Issues typically come from:

  • Calendar configuration settings
  • Assigned staff members
  • Slot duration and interval setup
  • Buffer times between tours
  • External calendar conflicts
  • Timezone mismatches
  • Slot capacity limits (for group tour calendars)

Understanding how these settings interact will help you pinpoint and resolve booking issues fast.

Calendar Configuration Checks

Your calendar configuration is the foundation of availability logic. Start here first—it's the most common source of missing time slots.

Confirm You're Editing the Correct Calendar

Navigate to: Calendars → Calendar Settings

Find your calendar and click the Edit (pencil icon). Double-check you're editing the right:

  • Calendar Name
  • Calendar Type
  • Calendar Group

[SCREENSHOT: Calendar Settings page showing list of calendars with edit pencil icons highlighted]

Verify Working Hours and Date Overrides

Inside the calendar editor, open the Availability tab and confirm:

  • Weekly hours are set correctly for when you want tours available
  • No date-specific overrides are blocking availability

If you've set recurring availability patterns, date-specific hours may not apply.

[SCREENSHOT: Availability tab showing weekly hours grid and date override section]

Confirm Assigned Staff Members

Your calendar needs at least one staff member assigned to show available slots. Under Service Details, confirm at least one team member is selected.

If no staff member is assigned, no slots will appear—even if everything else is configured correctly.

[SCREENSHOT: Service Details section showing staff member assignment checkboxes]

Slot Duration, Interval, and Buffer Settings

How you configure these settings directly affects which booking times appear. Under the Availability tab, review:

  • Service interval — how frequently slots appear (e.g., every 30 minutes)
  • Service duration — how long each tour lasts
  • Post buffer time — gap after each tour before the next one can start

Improper combinations can create gaps or prevent expected time slots from showing up.

[SCREENSHOT: Availability settings showing service interval, duration, and buffer time fields]

Pro Tip: If your tours are 30 minutes with a 15-minute buffer, and you're showing slots every 30 minutes, you'll see gaps. Adjust your interval to 45 minutes to match your actual availability pattern.

Multiple Families Per Slot and Capacity Limits

If your calendar allows multiple families to book the same tour time—like group tours or open house events—slot visibility depends on capacity settings.

How Slot Capacity Works

Here's how Enrollio handles capacity for group bookings:

  • Each confirmed booking reduces slot capacity by 1
  • If a tour overlaps multiple time slots, each affected slot's capacity is reduced by 1
  • A slot disappears only when its defined capacity limit is fully reached
  • Overlapping bookings no longer block all affected slots prematurely

If a slot isn't appearing, check whether you've already reached the maximum number of bookings for that time.

[SCREENSHOT: Calendar settings showing slot capacity field and multiple bookings per slot option]

External Calendar Conflicts and Sync

Connected Google or Outlook calendars can block tour availability. If a synced event is marked Busy, it will prevent bookings during that time range.

Review your connected calendar events and confirm their availability status. External conflicts override your Enrollio availability settings.

[SCREENSHOT: Settings → Integrations showing connected Google Calendar with sync status]

Pro Tip: Personal appointments marked "Busy" on your Google Calendar will block tour bookings. Mark them "Free" if you want tour slots to remain available.

Timezone Alignment

Timezone mismatches cause slots to appear at unexpected times or not show up at all. Verify these timezone settings match:

  • Your user profile timezone
  • The calendar viewing timezone
  • Parent-facing timezone display

A time that appears available to you may not align with what parents see if timezones don't match.

[SCREENSHOT: User profile settings showing timezone dropdown selection]

Using the Calendar Troubleshooting Tool

Enrollio includes a built-in troubleshooting tool that shows exactly why specific slots are blocked or missing.

To access it:

  1. Go to Calendar Settings
  2. Locate your calendar
  3. Click the Troubleshoot (wrench icon)

The tool shows:

  • Capacity rules in effect
  • Buffer logic
  • Timezone checks
  • Staff assignment rules
  • External calendar conflicts

Use this tool to determine exactly why a specific slot is blocked.

[SCREENSHOT: Calendar Troubleshooting Tool interface showing diagnostic results for a specific date and time]

Frequently Asked Questions

Why does a staff member show available but isn't getting booked?

Round Robin logic, availability priority, or staff assignment configuration may prevent bookings from routing to them. Check your calendar's distribution settings.

Why are my booking slots not aligning with my working hours?

Check your slot interval, duration, buffer settings, and look for external calendar conflicts that might be blocking times.

Do overlapping tours block entire slots?

No. Overlapping bookings reduce slot capacity by 1. A slot only disappears when its capacity limit is fully reached.

Why do slots show differently across devices or browsers?

Browser cache or timezone mismatches may cause inconsistencies. Try clearing your cache or checking timezone settings.

Can parents choose a preferred staff member?

Yes. Enable staff selection in your calendar settings for Round Robin calendars, and parents will see a dropdown to pick their preferred tour guide.

What does the Troubleshooting Tool show?

It lists all rules affecting slot visibility, including capacity limits, buffer times, timezone logic, and staff assignment. It's your diagnostic tool for understanding exactly why slots appear or don't appear.

Related Articles

  • Setting Up Group Tour Calendars
  • Round Robin Calendar Setup Guide
  • Adjusting Staff Availability Settings
  • Troubleshooting Double Bookings