A guest says they booked, but there is no booking

They did not finish booking

While a guest books, the page holds the table with a countdown: Holding your table for. If they stop, or the time runs out, they see Your hold has expired and nothing is booked. That includes a guest who stopped at the card details step.

Ask whether they got a confirmation email. No email usually means no booking, so take the booking for them. See take a phone booking.

It is on another date or area

1. Go to Bookings › Day Planner, then choose your venue.
2. Click the search button in the header, choose Any date and type the guest's name.
3. Not on the grid? Its table may be in a hidden area. See a booking is missing from the Day Planner.

Their details are different

1. Search Customers by the guest's full email or phone. See find a guest.
2. Go to Bookings › Charges and search their name, to see whether any payment came through.

They have a confirmation email

A confirmation means the booking was made, so we can trace it.

Email support at agent@stampede.ai with:

• The guest's name and the email they booked with.
• The date and time they booked for.
• A screenshot of their confirmation.

Check it worked

You have found the booking, or the guest is booked in again on the right date.

Good to know

• Payment links go to the email on the booking, so check it is there and spelt right.
• If they paid and then lost the booking, check Charges before you take any money again.
• FOH, Marketing and IT cannot see Charges.