If the guest suggests that they have not received a booking confirmation email, here is what you should do

<aside> 💡 As a general rule of thumb, having the guest check their Junk\Spam folders and\or search for the string "Your reservation confirmation" will reveal the confirmation email that they are looking for

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Troubleshooting with the guest - Checklist

1. Reassure the guest.
2. Collect data from the guest as to
   1. Their booking method; Via a call to site\Via the website widget\Via the app widget
   2. Their booking specifics; Name of booking Party size Date\Time of booking
3. Lookup guest booking in Res
4. Check documentation audit status, is the confirmation marked as Sent? Pending? Failed?
5. If Sent, then the email has been sent to the guest. If Pending, then the email is queued to be sent. If Failed, then conf has failed to send, and the system has given up trying to send.
6. If Sent, tell guest to check their Junk\Spam and\or search for "Your reservation confirmation", as the email has indeed been sent from our system to theirs. If Pending, tell guest that the confirmation email is queued to be sent, but that you will raise this for investigation just in case - raise ticket for investigation on Byte.Support, providing the booking method and specifics If Failed, tell guest that a technical error has occurred and that you will raise this to the technical support team. Raise a ticket on Byte.Support for investigation, providing the booking method and specifics

Auditing a booking

Using Documentation Audit to track confirmation email status

1. First apologize to them for the inconvenience
2. Next, ask the guest for identifying details of their booking, and use Res to look up their booking
3. Once you have identified the correct booking for this guest, click the booking then click Audit The booking audit is shown, this shows a number of things including: Booking Audit history - all actions performed on this booking Documentation Audit history - all documents that have been selected to be sent to the guest, and their corresponding status
4. Look at their Documentation Audit, in this section is a Status field If Status = Sent, then the booking confirmation email has been successfully sent from Res. If Status = Pending, then the booking confirmation email has been queued to be sent. If Status = Failed, then the booking confirmation email has failed to be sent.
5. If the Status = Sent, then the email has indeed sent correctly - have the guest check their Junk/Spam and/or perform a search for the string "Your reservation confirmation", which will show the email regardless of it's location in their mailbox. If Status = Sent, then no need to raise this further to support, as there is no issue requiring investigation our end. If the status = Pending or Failed, please raise this to TLC Solutions for additional investigation.

Audit - what each field means

Audit - what each status means