Export or erase a guest’s data

Find the guest

Both are done from a tablet in Office mode, on every plan.

• On Pro and Enterprise, open the guest’s record from Guests: Export what we hold about this guest and Erase this person are at its foot.
• On Free and Starter, open Guests and use the card When a guest asks about their data. Type the email address or phone number they booked with under Email or phone number, and press Find. Each record that holds it appears, with the same two buttons. A name is not searched: only an exact email or phone finds a guest here.

Export what you hold

Press Export what we hold about this guest. A file named after the guest and the day downloads at once, and the record says what went into it. It holds their name, contact details and language, their seating preferences, the consents they gave and when, their visit and cancellation counts, their tags, their allergies and dietary needs, every booking with the request they wrote, their waiting-list entries and table alerts, the ratings and comments they left after a visit, and their no-show record.

Staff notes are not in it: they are your restaurant’s own observations. Send the file to the guest yourself, the way they asked for it.

Erase a guest

1. Press Erase this person.
2. Read the question: it names the guest and your account, and says what will happen.
3. Press Erase this person again to confirm, or Keep the record to stop. There is no way back.

What erasing removes

Every booking they have coming is cancelled, at every restaurant on your account, and those tables go back into service. They leave the waiting list, and their table alerts are cancelled. Their name, email, phone, seating preferences, tags, allergies and staff notes are removed, along with every word they typed: requests, comments, reasons for cancelling. If they have a guest account, it is no longer linked to the record.

The erasure sends no email of its own. A booking it cancels sends the usual cancellation email, if those emails are switched on in Settings › Messaging.

What it keeps

Your restaurant keeps its history: the times, the party sizes and how each booking ended, with no name on them. The record then reads Erased. A no-show stays on record until it is twelve months old, so erasing someone does not wipe a strike; until then, their email or phone cannot be used to add a guest by hand.

If they had asked to stop some emails, or their address bounced, that instruction is kept too, without their name, so it still holds if they book again. A record that the erasure was done is also kept, with none of their details in it.