What to Do if Your Reservation Is Suspended

This article will assist renters with taking steps to reinstate a suspended event date.

Contents

Why Was My Reservation/Event Date Suspended?

Can My Reservation/Event Date Be Reinstated?

Reservation/Event Date Suspended for Insurance Concerns

Reservation/Event Date Suspended for Insufficient Payment

Can I Cancel My Suspended Reservation/Event Date?

Why Was My Reservation/Event Date Suspended?

A reservation or event date is usually suspended when you haven’t met a district’s insurance and payment policies in the days leading up to your event. If your reservation or event date was suspended due to missing payment or missing or invalid insurance, you will receive a notification via email that your dates have been suspended.

Please note: When an event date is suspended, the date and time slot is made available to other renters on the Facilitron marketplace to submit a reservation request for that same date and time and you may risk losing your spot for your event. Ideally you should rectify any issues prior to your date and time slot being suspended.

In addition to an email notification, you will also see the suspended dates in the "Reservation Suspended Timeslots" widget on the right hand side of your reservation details page.

A comment in the "Comment/History" widget will state the reason for suspension as well.

Please note that while usually the suspension feature is used to enforce district policy regarding payment and insurance requirements, at times a reservation date may be suspended due to inclement weather, or other cases as determined by the administrators.

If a reservation date is suspended due to inclement weather or another special case, either a member of Facilitron Support, or the administrator themselves, will leave a comment stating the reason for suspension.

Can My Reservation/Event Date Be Reinstated?

Districts have different reinstatement deadlines leading up to your event date to ensure that required personnel are still able to accommodate your request. Please see the information below regarding what requirements must be met before your event date may be evaluated for reinstatement, per district policy.

Reservation/Event Date Suspended for Insurance Concerns

If your reservation or event date is suspended due to invalid, expired, or missing insurance, you will be required to provide a current, verified Certificate of Insurance (COI) before your event date can be considered for reinstatement.

If only some of your reservation dates have been suspended, you will still have the option to upload your COI for review.

If all dates of your reservation have been suspended, you will be unable to upload your COI independently. If this is the case, please email a copy of your COI along with your reservation ID number to Facilitron Support at support@facilitron.com to have it uploaded to the reservation and verified.

Please note that if your COI is verified, either automatically or manually by a member of our support staff, your reservation event date(s) will not automatically be reinstated.

If your COI has been verified automatically, your event date(s) will not automatically be reinstated. Please reach out to Facilitron Support at (800) 272-2962 for assistance finding out if your event date(s) may be reinstated per district policy, or if the administrators will need to approve the reinstatement your event date(s).
If your COI has been provided to Facilitron Support for manual review, our support team will advise you at the time of verification if your event date(s) may be reinstated per district policy, or if the administrators will need to approve of reinstating your event date(s).

Reservation/Event Date Suspended for Insufficient Payment

If your reservation or event date is suspended due to insufficient payment, payment must be received before your event date can be considered for reinstatement.

Please note that once a reservation date has been suspended, the total for that date is deducted from your reservation total. If there is still an amount due on your reservation, even with a suspended date, you will only be able to submit payment for the reservation total that does not include the suspended date. Submitting this partial payment will not automatically reinstate your suspended date, nor does it indicate that the suspended date has been paid for. If a date(s) suspension results in a $0.00 or negative amount shown on your reservation details page, you will not be able to submit payment from your end for your suspended date. In either case, you will need to reach out to Facilitron Support at (800) 272-2962 to request for the date to be reinstated so that payment may be made.

Depending on district policy, our support team may be able to reinstate your date for a period of 2 hours to allow for payment to be made. If payment is made and district policy permits reinstatement, your event date will remain reinstated. If payment is not made within 2 hours, your event date will be suspended.
If district policy does not allow reinstatement without administrator approval, our support team will reach out to the administrators to confirm if your date may be reinstated. If the administrators confirm, you will again have 2 hours to submit payment before your date is suspended again.

Auto Reinstatement

If your reservation has been suspended for payment issues, you might have the option to reinstate dates and pay for them yourself, depending on if the facility owner from which your are renting allows for this. If the reinstatement must be approved by an administrator, you will not see an option to reinstate and can reach out to Facilitron Support to proceed with paying for the suspended date.

If there are past dates on the reservation that have not been paid for, you will need to pay for these in addition to the suspended dates in order to be eligible for reinstatement. If you see dates listed that you did not use, please reach out to Facilitron Support for assistance in this case as well.

Can I Cancel My Suspended Reservation/Event Date?

Cancellations for suspended dates must still adhere to the district’s stated cancellation policy. For more information on cancellations, please see Cancelling a Reservation.