How guests view, change or cancel their booking
Every reservation gets a personal link to the guest app. From there the guest can see their booking, update details, share it with their party and, if you allow it, change or cancel it. No account or password is needed.
Where to find it
Guests open the link from their confirmation email, or tap Open in guest app on the widget's success screen. You control what they can do in Backoffice › Settings › Guest App Settings.
What it does
The guest sees your logo, the status (for example "Confirmed"), "Booked for" their name, the date, time and "Table for" the party size, plus your phone number and email. Depending on your settings they can:
- Change time – pick another date or time from the times that are really free. If they booked an experience, only times that experience runs are shown.
- Change party – choose a new party size and Check availability before saving.
- Change experience – switch to another experience that fits the same date, time and party size.
- Edit Special Requests.
- Add allergies and preferences for themselves and their guests.
- Message the restaurant (chat).
- Share with your guests – a link where the other guests add their own details. "Only you can change or cancel the booking."
- Add the booking to Apple Wallet or Google Wallet, and Resend email.
- Cancel Reservation – after confirming "Yes, Cancel".
Good to know
- Each change option has its own cut-off (for example "no changes less than 24 hours before"). After the cut-off the option disappears or shows "Cutoff passed".
- Bookings with a deposit cannot change party size or experience in the app. The guest sees "This booking has a deposit. To change the number of guests or the experience, please contact the restaurant." A booking for an experience with an exact party size cannot change its party size either.
- A guest can never switch to an experience that requires a deposit, or switch back to a regular booking, from the app.
- Someone who opened a shared link can add their details, but cannot change or cancel the booking.
- Bookings that are past, seated, completed or cancelled cannot be cancelled in the app.
Troubleshooting
The guest has no "Change time" or "Change party" button These need the Advanced Guest App add-on and the matching switch in Guest App Settings. Also check the change cut-off and whether the booking has a deposit.
The guest says the link shows "Invalid Link" or "Link Expired" The link was copied incompletely, or the reservation was removed. Ask them to open the link straight from the button in their confirmation email, not a copied address.
The guest wants to cancel but is told to call In-app cancellation is off, or the cancellation cut-off has passed. See the article on call-to-cancel.
"No availability for this party size." There is no table for the new size at that time. The guest can try another time, or call you.
The guest cannot find "Message the restaurant" Chat needs the Guest Chat or Advanced Guest App add-on.