A guest confirmation screen is not always a completed booking
A guest may have submitted a request, received a pending confirmation or been sent to a payment step. Establish the actual outcome and reference before promising a reserved table.
Recheck the record in the right scope
Select the authorized venue and location in Manager. Search the relevant date, time, party size and guest details, including pending or cancelled records where your role permits.
- Which channel did the guest use?
- Does the guest see “requested”, “pending” or “confirmed”?
- Could a venue or date filter be hiding the record?
Verify the channel hand-off
For channels such as Google, confirm the business-profile mapping and whether the booking was completed in the channel or redirected to another page. Not every displayed reference means the same stage of the reservation process.
Avoid creating duplicates
Before making a replacement booking, reconcile the channel reference with the Manager record and, if relevant, the provider payment result. Only create a new booking after checking actual capacity and the venue policy.
Related guidance
Use the booking status guide and Manager for the supported workflow.