Change or cancel a reservation
Bonnie can look up, change and cancel reservations over the phone. Here is what she can do, what she transfers to a person, and how to handle the edge cases.
What Bonnie can do
- Change the date or time of a booking, when there is availability on the new slot.
- Change the number of guests, within the limits your reservation system allows.
- Cancel a reservation, confirmed by the caller.
- Look up a reservation by phone number or name (depends on your system, see Reservation systems).
- Resend a confirmation on supported systems (Formitable, Zenchef, Guestplan).
What Bonnie transfers to a person
- Adding or changing a comment or special request after a booking is already confirmed. (She can add notes at the time of booking, but not modify an existing one afterwards.)
- Changing the reservation type, for example moving from a standard dinner to a set menu package.
- Moving between dining areas, for example from a terrace booking to an indoor table.
- Modifying a booking made through Social Deal. See Social Deal reservations.
- Modifying a deposit booking in a way that changes the amount, for example adding guests.
For anything Bonnie cannot handle, she transfers the caller or offers a callback. Make sure your transfer rules cover these cases. See Transfers & working schedule.
Deposit bookings: what changes are allowed
| Change | What Bonnie does |
|---|---|
| Fewer guests | Allowed. Bonnie notes it for the venue. The deposit is settled later. |
| More guests | Transfers to your venue, since this affects the deposit amount. |
| Cancel within the refund period | Transfers to your venue. Bonnie does not handle refunds over the phone. |
| Cancel outside the refund period | Bonnie can cancel, with a note that the deposit is non-refundable. |
For anything about refund amounts or contracts, your team handles it personally. See Get help and Deposit bookings.
The caller cannot find their confirmation
This is usually because the booking required a deposit and the guest never completed payment, so the reservation expired and no confirmation was sent. Ask the caller to check their spam folder first. If nothing is there, the booking likely no longer exists, and your team can check the system and rebook if needed.
If the caller does have a confirmation but the booking is not in your system, this can happen after switching reservation systems (for example from Formitable to Guestplan). The booking existed in the old system and was not migrated. Check the old system. See Integration connected but something is wrong.
Make sure Bonnie always saves special requests
If callers report that dietary notes or special requests are not appearing in your system, add this to your prompt: "After saying you will note something, you MUST add it to the booking before ending the call. Never just say you noted it without actually adding it." See Writing good instructions.