Using the Reservation Wait List Manager

This article covers the steps on how to properly use the Reservation Wait List Manager

Now that you have setup your reservation-based events to accept wait list requests, now's a good time to understand how you will be processing the requests. If you have not already set up your wait list configurations, you'll want to read this article first.

Accessing the Wait List Manager

1. Log into the CellarPass backoffice by going to http://www.cellarpass.com/manage
2. From the left-hand navigation menu, select Experiences.
3. Next select Wait List Manager from the Events submenu.

This will then show the Wait List Manager. If you don't have any requests yet, you can follow this article on how to generate some test requests.

Understanding the Available Wait List Statuses

1. Pending- this is the initial status assigned to a wait list when it's first been requested by the guest.
2. Approved- Using the Wait List Manager, you can Approve a wait list request. Doing so will send an email to the Guest to confirm their request and complete the booking.
3. No Response- The guest has yet to confirm their booking. They have received the email to convert, but they have made no action since.
4. Expired- When you approved a request, you gave them a certain amount of time. Once that time has passed, the request status will be displayed as Expired. IT will also show as Expired if the requested reservation's event start date & time is found to be in the past.
5. Converted- When you approved a request or converted the request via the backoffice, this will update the wait list request so you know there's no other steps to take. The guest has been confirmed with a reservation.
6. Canceled- Either the guest or you as an admin have canceled their request. This will send the Wait List Request Cancellation email to the email address on file with the request.

Processing Wait List Requests

Approving Wait List Requests- If you can indeed accept the guest's wait list request, simply click the blue checkbox. This will require you to select the amount of time the guest will have to confirm their booking. This will also immediately send the guest an email with a link to book their reservation. Once the guest completes the reservation, the wait list dashboard will update the wait list record to converted and the guest will receive their reservation confirmation email.

You also have the option to immediately book the guest by converting their wait list request into a reservation. To do so, click the green shopping cart icon. Doing so will move all the data, including the requested event, date, time and party's contact details into the reservation booking form. Complete the reservation as you would any other reservation. Once booked, the wait list dashboard will update the wait list record to converted and the guest will receive their reservation confirmation email.

Canceling Wait List Requests- If you cannot accommodate the request, we recommend you cancel their request immediately so that they can make other plans. Click the red circle icon. Doing so will immediately update the wait list dashboard and send the wait list request canceled email message.

Handling No Response or Expired Guests- Unless you have had alternative communications with guests that have been placed on a wait list, we do not recommend reaching out to guests that haven't responded as there's a good chance that they have made other plans and may only lead to confusion. By sending the Canceled message, this provides a prompt update to the guest, allowing them to adjust their plans as our email template recommends that they try booking with your property on another date, or select some other available event that they can secure by booking a reservation.