Rebooking a customer
Last updated: December 11, 2023
Heads up! You might not have access to perform this action.
Depending on your permissions, your rebooking options may vary. See the FAQs section below for more information.
The rebook option allows you to reschedule a customer to a new date, time, or item while retaining all of their contact and payment information. When rebooking a customer, their previous booking will be cancelled and a new, updated reservation will be created.
When rebooking to another availability for the same item, usually there will not be a change in price. However, if rebooking will require you to add payment or issue a refund, see Rebooking with price changes below.
Rebooking with no price change
Watch a short demo video or follow the steps below.
- Find and open the booking you want to change.
- Under Booking actions, click the Rebook button.
- You’ll be taken to a rebooking screen containing your calendar of availability.
- Select the availability you want to rebook to, then click Rebook to here.
- Review the booking information and click Rebook now.
You will be taken to the new booking, which will have a new ID and a note in the activity log with the original booking ID.
Note: If you are rebooking to a different item than what was originally booked, make sure to also fill out any required fields or customer preferences for the new item.
Rebooking with price changes
To rebook with price changes, first follow the steps outlined above. Once the customer has been rebooked, you’ll be taken to their new booking, which will tell you whether additional payment is due or if the customer has overpaid.
If needed, add payment or issue a refund under Booking actions. Once this has been completed, the payment summary on the booking will read Paid in full.
Frequently Asked Questions
What happens to the original booking?
The original booking will still be available in FareHarbor if you need to reference it. You can find it by searching for the customer’s name or the original booking ID.
You can also get to the original booking by going to the Activity History at the bottom of the new booking.
Why am I seeing the message “X customers could not be automatically filled in”?
You’ll see this message if you’re rebooking to a different item with different customer types. For example, if the original item used “Tickets” as a customer type, and you’re rebooking to an item that uses “Adult” and “Child” customer types instead, the system won’t know which option to use. You’ll need to manually select the customer types in order to complete the booking.
Why isn’t all of the information carrying over to the new booking?
In order for custom field information to carry over from the original booking, there needs to be a matching field on the new booking. This means if you’re rebooking to a different item with different custom fields, some information may not carry over.
You can always reference the original booking for this information, but if you want to include it on the new booking, we recommend adding it using a booking note. You can also include priced add-ons (like retail purchases, etc.) using the Add expense or discount option.
Who can rebook a booking?
By default, all company users have the ability to rebook. The only exception are those with the “guide” permission group, who do not have the ability to manage bookings.
By default, affiliates do not have the ability to rebook. To allow affiliates to rebook, make sure that your affiliate permission groups have the “Cancel or rebook bookings eligible by cancellation policy” permission enabled.
Note: If you’ve made changes to your permission groups, the above rules might not apply. You can always view the details of your permission groups to see what each group allows.
See also: Managing permission groups
I’m a company employee. Why don’t I see the option to rebook?
Your permissions may only allow you to cancel and rebook bookings according to the cancellation policy applied to the booking. You will need to have the “Cancel or rebook bookings at any time” option enabled on your permission group in order to override any cancellation policies. Learn how to check your permissions.
I want to give a customer a gift card for a cancelled or overpaid booking. Can I rebook to a gift card?
Yes! You can find instructions on how to rebook to a gift card here.