Guide
How to handle a late or changed booking
Plans change. Guests ring to say they are running late, there are two more of them, or they cannot come after all. Here is what to press for each.
Watch: Handle a Late or Changed Booking
What to press when guests are running late, change their plans or cannot come. 58 sec
They are running late
- Open Floor plan and tap the booked table.
- Press Running late. The booking gets a Running late tag so everyone on shift can see it.
This only adds the tag. It does not message the guest and it does not move the booking. If they will be very late, ask a manager whether to hold the table, then use Edit booking to move the time if needed.
They want a different time, day or number of people
- Find the booking on Today or Bookings (you can search by name, phone or reference). Press Open.
- Press Edit booking.
- Change the Date, Time or Party size. You can also fix a name, number, request or allergy.
- Leave Email the customer if the time or party changed ticked if they gave an email.
- Press Save changes.
Tablez checks the new time against your tables. If nothing fits, it says so. Offer another time, or ask a manager before you tick Book anyway, even if no table is free.
They want to move table
On the floor plan, tap the table, then use Move to and pick a free one. To seat a bigger group, use Join with to push two tables together.
They cannot come
Open the booking and press Cancel booking, then confirm. The guest is emailed and the table is freed. Cancelling a booking that has a deposit does not give the money back. Tell a manager so the refund can be sorted out.
Watch the video
Prefer to see it done? Watch Your bookings, day to day on our video guides page. You may also like arrived and no show and turn times and joining tables. Plans and prices are on the pricing page.
FAQ
Questions fréquentes
Does Running late text the guest?
No. It adds a tag so your team can see it. If you need to reach the guest, press Call on the booking.
Can I cancel for a guest?
Yes. Any staff login can press Cancel booking. Say the guest asked for it, so the owner knows.
What if the guest wants a time we are not open?
Staff bookings skip the usual online rules, but tables are still checked. Ask a manager before you book outside your hours.
Will the guest get a message if I change the time?
Yes, if they have an email address and the email box is ticked on the edit page.