Change experience allows you to move a booking from one experience to another. It transfers booking and guest information between experiences and can charge or refund price differences to the original card on the booking, or use a new payment method.
When a booking is changed to a new experience, the following information from the original booking is transferred to the new booking, if it exists:
Booking & additional guest information - name, email, phone, address
Booking & additional guest checkout question answers
Private notes
Affiliates
Original payment method
The following information is not automatically transferred:
Discount codes - however, you can see the previous discount code and easily apply it
Add-ons - you need to choose new add-ons on the new experience
This feature is currently available only through FrontDesk.
How it works
When previewing a booking on FrontDesk, tap on the ...More button at the bottom of the screen and then select Change experience.
Next, select the experience you want to switch the booking to.
After selecting an experience, you are prompted to assign the existing tickets to the new tickets. If the same tickets from the initial experience exist in the new one, then the system will assign them by default.
If the new experience has a different ticket structure, then you have to assign the tickets manually. During the transfer, you cannot add or remove tickets from the booking.
Assigning tickets individually
Each individual ticket on the current booking can be assigned to the associated ticket on the new experience to which the booking will be transferred.
From left to right, you have the guest's name on the ticket (if applicable), the ticket type originally assigned, and then the option to assign to the ticket of your choice in the new experience.
Group tickets by type
Alternatively, you can assign tickets in groups. To do so, tap on the Group tickets by type button:
Once all tickets are assigned, the Done button becomes available, and you will be directed to the next page with a summary of the new booking.
At this stage, you will be able to select the new date and time.
A few things to note about this page:
The text above the Total button explains that the previous booking will be refunded and the new one charged
On the left, below the new subtotal, you see the amount that will be refunded on the original booking, along with the card on file it will be refunded to. This amount will always be the full amount of the previous booking.
If the booking was in cash, it will indicate “cash”
If the booking was unpaid, it will indicate “unpaid” and the refund amount will be 0.
When tapping the guest selection button, the pop-up window to assign the tickets will appear.
Affiliates and Private Notes
If there were affiliates or private notes on the previous booking, the text on the left sidebar will say Private Note added or Affiliate added.
Clicking into either button will show the data from the previous booking, which can be edited.
Discount codes
If there was a discount code on the original booking, it will not be automatically applied to the new booking. However, you can click on Apply Promo code / Discounts, and the pop-up shows you the previous discount code. Press Apply to add it to the new booking or type in the new discount code you want to use.
Once a code has been used, the Apply Promo code / Discounts on the left sidebar will now show Discount applied.
Payment
If you need to collect payment for the difference in the pricing between the two experiences, you will be directed to the payment page where you can charge the original credit card if that was used on the booking.
You can switch to A different card, which activates the payment terminal (if connected) and allows manual entry of a new card. You can also switch to Cash or Unpaid.
If payment was in cash or unpaid, the payment screen appears exactly like add a booking, with options for credit card, cash or unpaid.
Guest Information
The Guest Information screen pre-fills the booking guest information (which can be edited).
Booking Details
Once you have changed the experience, the original booking will be cancelled, and the new booking will be confirmed.
When viewing the booking from the Dashboard via a browser, you see the details of the original booking at the top and the details of the new booking below.
If you have any additional questions, you can contact our Customer Experience team via chat or at [email protected].