How to Handle Pickleball Guest Fee Calls

Paying a guest fee does not reserve a court. A caller can understand the price and still arrive expecting court time that nobody booked.

Before quoting a number, separate three requests: joining a member’s reservation, buying a day pass, and attending an open-play session. Then use the written fee sheet to explain what that visit costs, what it includes, and what still needs to happen before check-in.

Keep access and booking separate throughout the call. A fee quote is not a payment, and a payment is not proof of a reservation.

Is the caller joining a reservation, buying a day pass, or attending open play?

Start with one question:

“Are you joining a member’s existing reservation, looking for a day pass, or coming for an open-play session?”

Use the club’s written definitions to choose the right fee category.

Visit type	Confirm before quoting	Explain before ending the call
Guest on a reservation	Whether the reservation exists and whether the guest is eligible to join it	How the guest is added, any member-present requirement, and what the guest fee covers
Day pass	What access the caller wants and what the pass includes	Whether court reservations or open-play registration are separate
Open-play drop-in	Which session the caller wants and its non-member rules	Whether registration is required and whether a place has actually been confirmed

Do not use an open-play rate for a private-court guest simply because both callers ask, “What does it cost to play?”

If none of these visit types fits, ask whether the caller needs a court reservation. When they need an hour on the board, move to the court booking playbook. Quoting a guest fee cannot resolve that booking request.

How should the desk handle a guest fee call?

The order matters: identify the visit before selecting the rate, then resolve payment and check-in requirements before reading everything back.

1. Confirm only the details that affect the visit

Once the visit type is clear, ask for the day, time, session, or membership category only when those details affect eligibility or the fee.

For a guest joining an existing reservation, follow the club’s process for locating that booking. Do not rebuild the reservation just to answer the guest fee question.

2. Quote from the written fee sheet

Use the current, approved sheet rather than memory. State the applicable rate and its unit: per guest, per visit, or per session.

A useful quote structure is:

“For that visit type, the written fee sheet lists [applicable rate] per [guest, visit, or session]. It covers [listed access]. Court time is [confirmed booking status or next booking step].”

Fill those fields only with verified information. Explain separate charges when the written fee sheet lists them; do not imply that a pass includes access the policy does not name.

3. Confirm who pays and when

Explain the permitted payment options, then confirm whether the member or guest will pay.

If prepayment is required, explain the approved payment process. Only collect payment when authorized to do so. Otherwise, provide the next step or hand the caller to someone with the necessary access.

Keep “quoted,” “payment pending,” and “paid” separate. A caller agreeing to a fee does not make it a completed transaction.

4. Cover requirements that could prevent check-in

Explain the rules that apply to this visit, including any:

• Waiver requirement and approved completion method.
• ID or age requirement.
• Member-present requirement.
• Guest eligibility or visit limit.
• Open-play registration requirement.

Sending a waiver link does not mean the waiver is complete. Likewise, explaining how to register for open play does not confirm a place in the session.

5. Read back the visit and leave a usable note

Before ending, confirm the visit type, quoted fee, payer, payment status, and anything still required. State the court or session status explicitly.

For example:

“We’ve covered the guest fee for joining the member’s reservation. Payment is still due at check-in, and the waiver still needs to be completed.”

Use that wording only when those statuses are accurate. If no court is booked, say so plainly.

What should the check-in note include?

The note should let the next person see what is settled and what remains without reconstructing the call.

Record:

• Visit: Guest on reservation, day pass, or open-play drop-in.
• Applicable details: Day, time, session, or membership category when relevant.
• Fee: Rate quoted from the written fee sheet and what it covers.
• Payment: Who will pay, when payment is due, and verified payment status.
• Check-in: Waiver status and any unresolved requirements.
• Court or session: Existing reservation reference or verified registration status, where applicable.
• Follow-up: Any unresolved question, who will handle it, and the next step.

Record guest additions or reservation changes only if they actually happened. If access was unavailable and someone else must make the change, leave it as an outstanding task.

Never put card details in a free-text desk note.

What if the written fee sheet does not give a clear answer?

Do not substitute a familiar rate for an unclear one.

A sheet may distinguish peak and off-peak visits without explaining whether the boundary follows arrival time or session start time. A membership category may have different guest rules. Two documents may show conflicting rates.

In each case:

• Identify the specific rule that needs clarification.
• Route it to the designated policy contact.
• Tell the caller which part remains unconfirmed.
• Leave a follow-up task rather than recording a guessed quote.

Keep one current, approved fee sheet available to both the desk and member services, with an effective date and a clear route for exceptions. The same ambiguity should not require a fresh decision on every call.

FAQ

Can a guest pay now and choose a court when they arrive?

Payment alone does not reserve a court. Check what the written policy allows, explain whether a separate reservation is needed, and avoid promising walk-in availability that has not been verified.

Does a day pass include open play?

Only if the written policy says it does. Confirm whether open play is included, requires separate registration, or carries a separate charge listed on the written fee sheet. Pass access and session availability are different questions.

Does the member have to stay with the guest?

Follow the club’s guest policy. Distinguish between a member who must accompany the guest at check-in and one who must remain present throughout the visit. Do not treat those as interchangeable requirements.

Can the guest pay instead of charging the member?

Use the payment options allowed by the club. If guest payment is permitted, confirm when and how it will happen. Do not charge a member account merely because the guest is joining that member’s reservation.

What if the caller says they paid a different fee last time?

Check the visit type and current written fee sheet before explaining the rate. The earlier visit may have followed different rules, but do not assume that is the reason. If the caller disputes a previous charge or requests an exception, use the authorized handoff process.

What happens to the guest fee if the reservation is canceled?

Check the written cancellation and refund policy for both the reservation and the guest fee. Do not assume canceling one automatically cancels or refunds the other. If a refund requires authorization, record the request and route it without promising approval.