When you change a booking, NomNom tells the guest about some changes and not others. In short: a new date or time gets a fresh confirmation email and text, a cancellation gets an email, a restored booking gets its confirmation again, and everything else is up to you.
Moving the date or time
Change a booking’s date or time, even by a few minutes, and NomNom:
- emails the guest their booking confirmation again, showing the new details, if the booking has an email address and the new time is still ahead;
- texts them again with the new details, if you send confirmation texts;
- sends their reminder text before the new date instead, if you send reminders.
If you move a booking a few times in quick succession, the guest gets one email with the final details, not one for each move. The text also waits a few minutes, so a quick correction doesn’t send two. It’s the same in NomNom Web and the phone app. See Changing a booking’s date, time, party size or table and When NomNom sends confirmation and reminder texts.
Changes that send nothing
These don’t send the guest anything on their own:
- changing the party size, the table or the area — including dragging on the chart, Move to table and Swap tables;
- changing the status, such as Arrived or Seated;
- editing their name, contact details, notes or allergies.
If you’ve changed something the guest should know about — they’re now a party of six, say — send the confirmation yourself. Open the booking, go to Messages, click Send email and choose Reservation confirmation. It shows the booking as it is now.
In NomNom Web: open the booking → Messages → Send email → Reservation confirmation. In the phone app: open the booking → Messages tab → Send Email → Reservation Confirmation.
Cancelling and restoring
- Cancelling emails the guest a cancellation, including when your team cancels it, as long as Email the customer is on under WHEN A RESERVATION IS CANCELLED (Settings → Cancellations & No-shows). It’s on unless you’ve turned it off. If the deposit is refunded, the email says so. No text is sent. See Cancelling a booking and marking a no-show.
- Restoring a cancelled booking emails the guest their confirmation again, if it’s still ahead. See Restoring a cancelled booking.
When the guest changes it themselves
If guests can change their own booking online, what they’re sent is set by the Email the customer switch under ONLINE CHANGES, not by the rules above. See Letting guests change their own booking online.
Good to know
- Check what went. Every email and text is listed under the booking’s Messages. See Checking what was sent to a guest: the Messages section.
- Texts need confirmation texts switched on, a UK mobile number and SMS credits, and only go between 7am and 10pm. See Texts aren’t reaching your guests: what to check.
- Moving a booking into the past, or one with no email address, sends no email.
- Payments are separate. Charges and refunds send their own receipts. See Every email and text NomNom sends, and who gets it.