How guests join the waitlist and claim a table

This article follows a guest from joining the waitlist in the booking widget to claiming a table that opened up.

Where to find it

Guest-facing: the booking widget, the waitlist emails, and the guest's waitlist status page (link in the email).

What it does

Joining in the widget – depending on your settings the guest sees:

• On a full day: "This date is fully booked, but you can join our waitlist and we'll notify you if a table becomes available." with Join Waitlist.
• On a day closed for online booking: Waitlist Only – "Online reservations are closed for this date, but you can join our waitlist…".
• On a full service or time: Join waitlist for that time.
• On a full experience: Join Waitlist on the experience card.

The guest gives a preferred time, their details, and reviews them ("Review your details before joining the waitlist"). If claiming a table will need a deposit, they read: "If a table frees up, a deposit is asked when you claim it. Your table is only confirmed once it is paid." The last screen says "You've been added to the waitlist!" with a Waitlist ID.

The status page – from the email link the guest sees:

• You are on the waitlist – they can come back any time.
• A table is available / A table is being held for you – with a countdown ("This table is held for you until …"). If the offered time differs from their wish: "You asked for … Does … work for you?", with Show other times.
• Claim your table (or Confirm … and pay … when a deposit is due) → Reservation confirmed, with Manage reservation.
• Leave the waitlist at any time.

Good to know

• Ignoring an offer keeps the guest's place: "Can't make it? You keep your place on the waitlist if you ignore this offer."
• A claimed waitlist entry becomes a normal reservation, with the experience if they joined from one.
• When a deposit is due, the table is held while they pay and confirmed once payment arrives.

Troubleshooting

"This offer has expired" The hold ran out and the table went to the next guest. They stay on the list at their original spot.

"This table is no longer available" Someone else booked it. The guest stays on the waitlist.

"That time was just taken. Please pick another." Another guest claimed that time first. They can pick another free time.

"We notified you, but no bookable time is on file. Please contact the restaurant to complete your booking." The offer has no time attached. Book the guest by hand.

"Failed to join waitlist. Please try again." Too many attempts from the same email or connection in a short time, or a connection problem. Try again later.

"This waitlist entry is inactive" The entry was cancelled or already turned into a reservation.