My Experience Shows No Availability

There are several conditions that can cause your experience to show no availability to guests online.

Here are some troubleshooting steps to help identify and resolve the issue before contacting technical support for assistance as it's typically caused by a recent configuration change made to your experiences:

1. Verify the Search Criteria
   • Make sure the users are providing the correct experience, location, dates, and other relevant search parameters.
   • NOTE: The number of guests, date and experience to be booked can have a significant impact on availability results.
     
     
2. Calendar Capacity Capacity Overrides
   • Review the event calendar for the date, time and experience (aka timeslot) to make sure it was not manually closed. Closed timeslots will appear as not available to guests, but admins can continue to book into these times.
   • If not manually closed, check the details of the capacity for the event to see if there are one-time adjustments made to the timeslot. This is done by double-clicking on the timeslot nd reviewing the capacity field. If the capacity was lowered for the timeslot, then this can impact availability.
     
     
3. Experience Configuration
   • Review the configuration of each available option on an experience.
     • Edit the Event and check the following:
       • Event Start Date
       • Event End Date
   • Review the event's schedule configuration for limitations.
     
     • Edit the Event, then select the Schedule tab for the following:
       
       • Min (minimum party size)
       • Group (max number of people in a reservation)
       • Max Orders (max number of orders per timeslot)
       • Capacity (Total max number of guests for the timeslot)
       • Days of the Week (make sure the day of the week you are searching is checked)
         
         
4. Floor Plans (optional)
   
   • If your CellarPass account is on an inventory mode that is restricted by floor plans, you'll need to complete some additional research.
     • Check the floor plan(s) that are assigned to the event.
     • Is there enough seats at a single table? If not, then you would need to have "Combine Tables" feature enabled on that floor plan to book the party.
     • Using TablePro app and the Seating Reports is also a great way to view your availability based on your floor plans.
       
       
5. Reset Stored Schedule Data
   
   • If all the above checks out, there are rare occurences when you've made a lot of configuration changes and the availability data needs a refresh:
     • Edit the experience, change the publishing status from Active to Inactive, then click Save.
     • Then re-publish the event back to Active-Public or Active-Private, then click Save.
     • Then check your search again.
       
       
6. Alternative Dates or Locations
   • Suggest users try different dates or nearby locations to see if availability changes.
   • Provide instructions on how to modify search criteria to broaden the range of available options.
     
     
7. Clear Browser Cache and Cookies
   • Instruct users to clear their browser cache and cookies, as outdated data can sometimes interfere with the search results.
   • Provide step-by-step instructions on how to clear cache and cookies for different browsers.
     
     
8. Test on Different Devices
   • Ask users to try accessing the reservations platform on a different device or browser to check if the issue is specific to their current setup.
   • Provide guidance on how to access the platform from alternative devices.
     
     
9. Contact Support
   • If the issue persists, we recommend submitting a support ticket.
   • Ask users to provide detailed information about their search criteria and any error messages received, to assist the support team in troubleshooting.

Remember, this troubleshooting document serves as a general guide. The specific steps may vary depending on your account's setup, using schedule to limit capacity or you are using floor plans.