Why does the booking form show these times?

Example: why a free time on the chosen day is hidden

The customer picks a Tuesday. The form hides times that add more than 5 minutes of driving compared with the day's best time.

13:00 is still free in the calendar. It is hidden because it would send the resource on a longer detour than the form allows. The customer can pick 09:00, 11:00 or another day. If this is too strict, raise the Daily threshold or let customers choose all available times in the form's Intelligent booking settings.

Example: how the suggested times are found

A form with these highlighted times settings:

• Look max. days into future: 21 days
• Absolute transit threshold: 20 min
• Always suggest good transits: on
• Suggest different days: 5
• Suggest max. on the same day: 1

Hubhus searches up to 21 days ahead. A time with less than 20 minutes of driving counts as good, and the search continues until at least one good time is among the suggestions. The customer gets suggestions on up to 5 different days, one time per day: the one with the least driving. The suggestions only change the order. They do not change what is available.

Why the booking starts where it does

• If the form only allows the first time slot in a gap, a new booking starts right after the resource's previous booking plus the driving time. This keeps the resource's day packed without holes.
• On an empty day, the resource leaves the base when working hours start, and the booking starts on arrival. The start is moved forward to the next time on the Round times to nearest grid. Example: working hours start at 07:00, the drive takes 26 minutes and times are rounded to 10 minutes, so the booking starts at 07:30.
• A booking that stands alone in the middle of the day usually means that a booking before it was moved or deleted after the customer booked.

Troubleshooting

The customer cannot get a time tomorrow

• The form's Earliest rolling date (e.g. in 3 business days) decides the first bookable day. See How do I configure booking duration and time restrictions?.

A resource drives far to a booking

• The nearer resources were busy at the time the customer picked. Any resource within Max. driving from base can get the booking, so a resource 55 minutes away gets it if the limit is 60 minutes and nobody nearer is free.
• Lower the limit to prevent long drives. Customers then get fewer times, or have to pick a later date.

The customer cannot pick the afternoon, although the resource is free

• The afternoon adds more driving than the form allows compared with the day's best time (see the first example).
• The slot rules only allow the first time slot right after an existing booking.

A different resource than expected got the booking

• The booked resource had less driving from where it came from, or a higher weight. A resource that lives nearer may have been busy, or had a longer drive from its previous booking. See Randomizing resource weights in booking forms.

The customer sees no times at all

• No resource within the driving limits has a free gap in the bookable period. See Booking form shows no available time slots.
• Your team can book the customer through a booking form with a less strict transit profile, or directly in the calendar.

The rules were changed, but old bookings look the same

• Changes to a transit profile or booking form apply to new bookings right away. Existing bookings are not moved.

Checklist: review a booking that looks wrong

Look at the booking in the calendar as soon as possible after it was made. Then you see the resource's day as it was when the customer booked. If the booking is older, the calendar may have changed since. Go through these points:

1. When and how was it booked? Open the booking and scroll to the bottom. The creation line (e.g. "Booked Fri, Nov 21, 2025 09:30 using online booking") shows when and how it was made. The lead table filters Booking form, Booked by and Optimal time show which form was used, who booked, and whether a highlighted time was picked. A booking made by your team may come from another booking form with other limits. A booking made directly in the calendar does not follow a booking form's rules.
2. Has it changed since? Check the lead's History. Note the date and time of each change, especially a move to another date or another resource.
3. Are the address and duration correct? Driving is calculated from the booking's address. A wrong address or postal code gives wrong driving times and can send the booking to the wrong resource. A different duration gives different free times.
4. Does the start time fit? See "Why the booking starts where it does" above. A later start than expected means that something else was before it when the customer booked.
5. Was something removed from the resource's day? Look for bookings before or after it that are gone now. Deleted events are listed under Deleted events in the calendar sidebar. Events synced from an external system may have been moved there without it showing in Hubhus.
6. Did it follow the rules when it was booked? The driving shown in the calendar (turn on transit in View options) is calculated from the day as it looks now. If the booking before it was removed, the calendar shows driving from the base, although the resource came from another booking when the customer booked. Compare with the transit profile and booking form settings that applied at the time of booking, not only with today's.
7. Did the right resource get it? The booking goes to the resource with the least driving at the chosen time, counted from where that resource came from. A resource that lives nearer may have been busy or had a longer drive from its previous booking.

In short, note: the date and time of the booking, the date and time of any changes and what changed, whether the address and duration are correct, and which booking form and transit profile applied when the booking was made.