A reservation should tell everyone the same story: which location and room, when it starts, how many people are coming and what remains to be done. Keep that story intact when changing it.
Follow the booking journey
The guest chooses a room and available time, provides the required booking details and completes the offered payment path. Confirmation is the result of a successful booking workflow; clicking a button or seeing a temporary hold is not by itself proof of payment.
In Bookings, find the reservation using its booking number, customer details or date. Check the room, local start time, player count, booking state, payment state and waiver progress. Read staff notes before promising a change. Use only information needed for the operational task.
- 1Choose the period you mean to review.
- 2Search for the intended reservation before making a change.
Reschedule with a complete handover
- Confirm the guest’s intended date, time, room and location.
- Check actual availability and any price difference or policy that applies.
- Use the booking’s supported change action with an authorized staff account.
- Reopen the booking and verify its new values. Check the old slot and the new slot so staff know what is now available.
- Confirm what notification the workflow produced before manually contacting the guest. Avoid duplicate or contradictory messages.
Do not delete a booking and create a replacement merely to move it. That can separate the reservation from its payments, waivers and history.
Cancel and refund deliberately
Review the venue’s published policy and the staff permissions required. Explain whether cancellation releases the slot, whether a refund is due and who will perform it. A cancellation email may describe a refund amount, but the payment provider record is the place to verify the financial outcome.
After the action, check both booking and payment status. Escalate an uncertain provider response before retrying. Tell the guest what is confirmed and what is still being checked.
Fix details without changing the wrong guest
Confirm the booking number before editing contact information or player count. An existing customer with a similar name is not proof of identity. A change in player count can affect capacity and total price; verify those consequences before saving.
For arrival-day changes, keep the front desk and game master informed so the room is prepared for the updated group.
Want us to set this up for you?
If you’re a Skape client, just tell us what you need configured. Call, email, or send a request here, and we’ll set it up for you.
That includes things like hours, prices, booking options, emails, party packages, and feature settings.
We handle system configuration remotely. Your team handles physical onsite work, such as mounting screens, running cables, and installing equipment.