No Phone Calls, No Problem: Should Public Golf Courses Go Online Tee Time Booking Only?
How Pacific Springs Golf Course went online booking only and cut phone calls by 100%, while revenue and customer service increased.
We often hear the topic: Should we eliminate phone reservations entirely and move to online-only tee time booking?
To understand this, we talked to Todd Anderson, General Manager at the popular public course Pacific Springs Golf Course in Omaha Nebraska - who went to 100% online tee time booking only last season, despite doing 300+ rounds a day in the spring.
Bit of Background: Pacific Springs is a beloved, high-traffic public course with a challenging yet fun layout, a loyal local community, and tee sheets that fill fast. As part of Landscapes Golf Management, the course traditionally prided itself on being accessible and welcoming to golfers of all ages and skill levels.
But during COVID, accessibility collided with unprecedented demand.
Todd Anderson, General Manager at Pacific Springs, remembers that time vividly:
- The phone never stopped ringing.
- Tee times disappeared instantly.
- Staff worked the counter with one hand and a phone with the other.
- Walk-ins collided with call-ins.
- No-shows soared because people were booking “just in case.”
- The golfer experience became unpredictable and sometimes chaotic.
“We were taking hundreds of calls a day. It just wasn’t sustainable, and golfers were frustrated. We had to change the way we operated.” — Todd Anderson
COVID forced Pacific Springs to rethink everything - from how golfers booked, to how the team managed time, to how they communicated. It was the beginning of a new philosophy: What if the course completely eliminated the booking phone call?
Why Go Online-Only? Todd’s Big Realization
Todd saw an undeniable pattern: The more golfers booked online during COVID distancing rules.. the fewer problems the staff had - fewer data errors, fewer no-shows, fewer angry customers.
“Every time we removed a phone call from the process, things got smoother. Since going online only, our phone volume is down 100%. It’s unbelievable.”
Backed by the data and their own experience, Pacific Springs made the bold move to go online-only for tee times.
The payoff?
- Call volume all but disappeared (over 100% drop in calls)
- Data Base and Contact Information Accuracy Increased
- Revenue increased through more reliable bookings
- No-shows dropped thanks to strong accountability policies
- Staff stress plummeted
- Golfer experience improved because online booking is faster and more accurate, and more time could be given in person
The transformation didn’t come from luck -it came from deliberate decisions. And those decisions form a repeatable playbook any golf operator can follow.
The Playbook Any Course Can Replicate: How Pacific Springs Went Online-Only
This is the exact system Todd used to change the culture, operations, and golfer behavior at his course.
1. Mandate a Credit Card for Every Reservation, ONLINE
For Pacific Springs, this was non-negotiable - and the most impactful move.
Why Todd insisted on it:
- Eliminates anonymous or “just in case” bookings
- Protects tee sheet integrity
- Reduces no-shows dramatically
- Streamlines check-in
- Holds golfers accountable without the staff becoming “the bad guy”
Todd’s message was simple: “No credit card, no tee time. It’s the only way to keep it fair for everyone.”
Pro Tip for Operators: Apply the rule to every golfer - yes, even members. Consistency is how you erase confusion and complaints.
2. Use a 1-Year Rain Check System for No-Shows and Short-Shows
Todd knew charging golfers without a customer-friendly solution could cause friction.
So he implemented a remarkably effective alternative:
If a golfer no-shows or shows short: They receive a rain check valid for one full year.
Why it works
- Prevents lost revenue
- Reduces disputes
- Gives golfers flexibility
- Encourages honest booking behavior
- Creates a predictable feedback loop for cancellations
Once golfers realized the policy was fair—and always enforced—the issues practically disappeared.
3. Educate Golfers Early, Often, and Kindly
Switching a municipal course to online-only can feel like changing the wheels on a moving car. Todd handled this masterfully with clear and consistent communication.
His education strategy included:
- A voicemail message directing golfers online
- Signage at the counter, clubhouse, and on the course
- Website banners explaining the new policies
- Email blasts and SMS updates
- Staff scripts (polite but firm)
The key narrative? “Booking online is faster for you and more accurate for us.”Golfers didn’t resist once they understood the benefits: speed, convenience, fairness, and transparency.
4. Use Technology to Pre-Confirm Reservations (This Reduces No-Shows Even More)
A critical part of the Pacific Springs model was using Noteefy to send automated pre-confirmation alerts.
These alerts help:
- Reduce no-shows
- Encourage earlier cancellations
- Resell cancelled tee times more efficiently
- Keep customers accurately informed
- Maintain a clean, predictable tee sheet
Todd emphasized that automation wasn’t a luxury - it was a necessity.
“Technology closes the loop. We don’t have to call people anymore. The system does it for us.”
Todd’s 5 Operator Rules for Going Online-Only
These came directly from Pacific Springs’ journey:
- Be consistent - no exceptions. When golfers know the rules don’t change, friction disappears.
- Shut off the old option (the phone). If you want to eliminate phone bookings, remove the booking line.
- Train your staff to own the policy. They must be confident and aligned.
- Always frame changes as golfer benefits. Convenience, speed, fairness—those messages resonate.
- Pair online booking with proactive communication tech. Online booking alone isn't enough; reminders complete the system.
Watch the full interviewhere: https://youtu.be/8eractaydDQ
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