Edit or cancel a reservation in the Backoffice

Click a reservation in the Backoffice to open Edit Reservation. You can change all booking details, manage payments, send a reconfirmation, and cancel the booking with or without an email to the guest.

Where to find it

Backoffice › Reservations › click a reservation row. Links from the Dashboard (for example from Today's Info) open the same window.

What it does

• Status dropdown at the top (Pending, Confirmed, Reconfirmed, Reconfirmation requested, Payment received, Awaiting payment, Seated, Completed, Cancelled, No-show).
• Date, time (search, Now, shift filters), party size, duration, table (Change).
• Guest Information: name, email, phone, whether the guest is In guestbook / Not in guestbook, Regular / New, Previous reservations, Open guest record or Create guest record.
• Guest Preferences & Dietary Information (allergies flagged ALLERGIES / CRITICAL – "Inform kitchen staff immediately"), additional information (children, accessibility, occasion).
• Special Requests, Internal Notes (staff only) and Reservation labels.
• Payment information: paid, deposit, refunds, payment links; Send payment request, Issue refund, cancel a pending payment link.
• Post-visit review, Guest Messages and Email History.
• Send Reconfirmation / Resend Reconfirmation.

How to edit a reservation

1. Open the reservation.
2. Change the fields you need.
3. Click Update Reservation.

How to cancel a reservation

1. Open the reservation.
2. In the status dropdown choose Cancelled. The Cancel Reservation window opens ("Confirm cancellation details").
3. Leave Send cancellation email ticked to email the guest ("Email will be sent to: …") and choose the Email Language, or untick it.
4. Click Confirm Cancellation. The booking is cancelled immediately and the window closes.

Good to know

• Cancelling a Pending request with the email sends a "request not accepted" message instead of a normal cancellation.
• Changing the date, time or party size of a booking that is not yet seated automatically emails the guest a "reservation updated" message (if they have an email address).
• Moving a booking from Pending to Confirmed emails the guest the confirmation automatically only for large-group requests from the widget. For other pending bookings no email is sent from this window: tick the booking on the Reservations page and use Communicate › Resend confirmation, or approve it in the Host App with Send confirmation email to guest.
• Send payment request is only possible when the status is, for example, Confirmed, Pending or Awaiting payment and the guest has an email.
• Cancelled bookings are shown under the Cancelled filter on the Reservations page and in the Host App Reservation bin.

Troubleshooting

"Selected table is not available for this time slot." The new time or table clashes with another booking. Pick another table or time.

"Party size cannot exceed … for this location" A Staff max party size is set in Location Settings. Raise it or split the booking.

"No email address is associated with this reservation. Email cannot be sent." The cancellation email option is unavailable. Add an email first, or cancel without email.

"Administration fee is not enabled for this location. Enable it under Settings → Widget." Turn the administration fee on in the widget settings, or send the payment request without it.

"Add a guest email on this reservation to send a payment link." Enter the guest's email and save, then send the payment request.

"Failed to cancel reservation. Please try again." The cancellation did not save; the status goes back to what it was. Try again or refresh.