Your booking was unfortunately unsuccessful
Sometimes a booking can fail – for example due to a technical issue, an interrupted connection, or a payment error. Frustrating, but nothing to worry about. Additional reasons for booking failures include multiple users attempting to book the same slot simultaneously or the desired room/time slot already being occupied.
Important: Please wait 10–15 minutes
After a failed booking, your desired appointment slot is temporarily blocked for a short period. This happens automatically to prevent double bookings.
Please wait 10–15 minutes before trying to book the appointment again. After that, the slot should be available again and you can complete your booking as usual.
Step by step
Close the booking page and wait 10–15 minutes.
Reopen the booking page and select your desired appointment.
Complete the booking as usual.4. If the desired slot is still unavailable, consider choosing a different time or day for your booking.
For couples massages, you can book the massages at the same time in separate rooms as two individual bookings.
Still having issues?
If the appointment still can't be booked after the waiting period, or if an error occurs again, please reach out to our support team – we're happy to help.
👉 Contact support: Use the chat button on this page or send us a message directly.
FAQ:
How do I know if my booking was successful?
A successful booking will always trigger a confirmation email and a charge on your payment method. If neither arrives, the booking most likely didn't go through. In that case, please wait 10–15 minutes before trying again – the slot is briefly blocked and should become available again shortly after.To distinguish between failed and successful bookings, check the booking reference numbers in your confirmation email or Soulhouse account. Failed bookings will have a different reference than completed ones.
I used a voucher code during a failed booking attempt, and now it's showing as invalid – what should I do?
When a booking fails, both the appointment slot and the voucher used are automatically reserved for 15 minutes to prevent double bookings or system errors. During this time, the voucher may appear as "invalid" or "already redeemed." Please wait for 15 minutes and try again. If the voucher still shows as "expired" or "invalid" after the waiting period, ensure the code is entered manually, as it is case-sensitive and invisible spaces from copy-pasting can cause errors. If the issue persists after these steps, please contact our support team – we will investigate and ensure your balance is restored.