Late arrival policy
When the client’s 20 minutes late
Late arrivals are the most common operational stress for solo artists. A predictable policy + a kind SMS template turns it from a daily improv into a 30-second decision.
Grace periods by service
The grace period is how late a client can arrive before you start enforcing the policy. Set per- service in goldenhour (Settings → Services → Advanced → Grace minutes).
- Spray tan (25 min): 10-min grace. Service is short; can’t recover time.
- Lash fill (45-60 min): 10-min grace.
- Hair color (2-3 hr): 15-min grace. Long services often have processing-time flexibility.
- Massage (60-90 min): 15-min grace. Beyond that the room can’t reset before the next.
- Bridal (3+ hr): Day-of grace doesn’t apply: show up early or you lose the slot. Wedding-day-late = wedding-day- problem.
Decision tree
Three choices when they’re late
Option A: Squeeze them in
When: Less than grace period, no back-to-back booking after them.
How: Do the full service. Lengthen your buffer for the next client by the lateness amount (you’re catching up at your own pace).
Option B: Shorten the service
When: Past grace period BUT there’s still enough time for a reduced service before the next booking starts.
How: Say so on arrival: “I want to make sure you get a great result + my next client’s on time. Let’s do a focused version today.” Charge full price (the slot cost the same). Repeat: NEVER discount for lateness: that trains the behavior.
Option C: Reschedule + charge no-show fee
When: Past grace + not enough time left for a meaningful service.
How: Goldenhour’s no-show fee applies automatically. Send the reschedule link in the same conversation. First-time-ever-late customers: consider waiving the fee + a private note in their profile that they used their freebie.
SMS templates
Copy-paste, low-stress
When you notice they’re late
Hi {firstName}: checking in. Are you still on your way? I have you booked at {time}. Let me know your ETA so I can plan!Send at T+5 if they haven’t arrived. Soft + blameless.
When you have to shorten the service
Got it! Since we have less time today I'll focus on the priority areas to make sure you still leave looking great. Same full price applies: see you when you arrive!Sets expectations BEFORE arrival: easier than the in-person conversation.
When you have to reschedule
Hi {firstName}: I can't keep the slot any longer since I have another client at {nextTime}. Let's reschedule: here's my next opening: {bookingUrl}. The $25 late fee applies per my policy. See you soon!Firm but warm. The fee + the rebook link in the same message. Don’t apologize for enforcing your policy.
Common pitfalls
- Discounting to “keep them happy.” Trains repeat lateness. Never discount; shorten + charge full.
- Running 20+ min late yourself trying to fit them in. The on-time client becomes the new problem; you compound the day.
- No SMS, just stew silently. The T+5 check-in resolves 80% of lateness: often they’re just stuck in traffic + reading the message lets them plan.
- Different rules for “regulars.” By all means be kinder to repeat clients, but use the same DECISION FRAME so you’re consistent.