Field note
Waitlists that count a ghost as a full class
Reception in Skudai already knew the room felt thin. The member app did not. Every Saturday 9:00 showed a waitlist of eight. The policy released a bike only if the cancelling member tapped a red button. Most cancelled by WhatsApp. The button was never tapped. The waitlist never moved. People on the list stopped opening the calendar.
A calendar reading in this shop is mostly walking that path with a dummy member, then sitting through one peak hour. We write down the minute the WhatsApp message arrives and the minute the app still claims the bike is taken. Those two clocks should be in the same paragraph of your house rules. If they are not, the analytics you think you have about “demand” are a record of politeness on chat, not of people who wanted to ride.