How a reservation reaches the right guest

If you have booked Guest records, every reservation with a phone number or email ends up with a guest. If the guest does not exist yet, the Hub creates them.

The rule

• Phone number first, then email address. The name never counts: two Weber families stay two guests.
• There is no fuzzy search. The Hub does not merge similar entries.
• Online bookings and the phone AI link, but never change an existing record. If someone enters someone else's address online, it does not end up with your regular.
• A visit only counts once the reservation is Seated or was a walk-in. An upcoming booking is not a visit yet.

Before saving

As soon as the form has a phone number or email, you as the owner see, for example, that it will be linked to a named guest because of the same email.

• If that is wrong, for instance because a family shares one number, choose Don't link. The contact details still stay on the booking.
• Link after all takes that back.

If you know the guest, search for them right away under Guest with Search customer records …. The booking then shows that it comes from the records.

Linked to the wrong guest?

1. 011. Open the reservation and choose Edit.
2. 022. Choose Unlink.
3. 033. Search for the right guest, select them and save.

The visit then moves from the old record to the new one.

Good to know

Your team does not see Guest records, but every booking with a phone number or email that it creates still ends up with the right guest. A booking without contact details stays without a record until someone adds a phone number or email.