What to say

What to say when a client cancels last minute.

Thank her for telling you, state your policy in one calm sentence, and rebook her before the conversation ends. Then offer the opening to someone else straight away.

Copy the wording All of the library

8:05 AM

Glow Aesthetics

Text message

Hi, I'm so sorry but I can't make my 10:00 today

Thanks for letting us know, Kim. Since it's inside our 24 hour window I can't hold your deposit this time. I can move you to Friday at 10:00 AM or Monday at 1:00 PM. Which works?

Friday is great. Sorry again

You're all set for Friday at 10:00 AM. See you then!

Example thread. Names are made up.

Copy and adapt

Wording you can use today.

Replace the parts in [brackets] with your own details.

With a late-cancel fee

Thanks for letting us know, [Name]. Because this is inside our [24] hour window, the cancellation fee of [amount] applies. I'd love to get you rebooked: I have [time 1] or [time 2]. Which works better?

First time, no fee

Thanks for telling us, [Name]. Things happen, so I've waived the late cancellation fee this once. I can move you to [time 1] or [time 2]. Which would you like?

Filling the slot

Hi [Name], a [treatment] opening just came up today at [time] with [provider]. Would you like it? First reply gets it.

Do

Rebook her in the same message, with two real times.
Say the policy once, without apologizing for having one.
Offer the freed slot to your waitlist within minutes.

Don't

Don't write a paragraph about how cancellations hurt a small business.
Don't ask why she is cancelling.
Don't let it end at "no worries" with nothing booked.

Or let Bella do it

How Bella handles this for you.

Bella handles reschedules by call and text at any hour. She moves the appointment, the old slot opens back up in your calendar, and the conversation is on record in your dashboard.

See what gets recorded

Questions owners ask

What counts as last minute?

Whatever your policy says. Twenty-four hours is the most common window for single treatments, and longer for long or multi-provider bookings.

Should I waive the fee for a regular?

Many clinics waive it once and say so in the message. That keeps the goodwill and makes it clear the policy is real next time.

Other moments at the front desk.

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