Skip to main content

How to move a Booking

Move bookings to different events of the same experience. Includes guidance for locked event times and bulk moves.

Moving a booking in Understory allows you to change a guest's reservation to a different date and time within the same experience. This is helpful if your guest requests a change, or if you need to adjust bookings due to availability. Moving bookings keeps all guest details and payments with the new date, and notifies the guest of the update.

If the event time is locked

If an event already has bookings, Understory locks the event's start time to protect those reservations. You will see the time field greyed out and cannot edit it directly.

What to do instead:

  1. Create a new event with the correct time

  2. Move each booking individually to the new event using the steps below

Please note that there is no bulk move function — bookings must be moved one at a time. If you have many bookings to move, we recommend reaching out to our support team for assistance.

How to move a booking

From the Homepage

  1. Click "Search" (on the Home dashboard) – Opens the search field ("Search bookings and gift cards...")
    ​

  2. Enter details (guest name, email, or experience) – See matching bookings
    ​

  3. Click the booking you want to move – Booking details open
    ​

  4. Click "Move" (top right of booking page) – Move booking window appears
    ​

  5. Choose a new date and time – Select from available slots
    ​

  6. Click "Move" to confirm – The booking should then be rescheduled, and the guest notified

From Sales

  1. Click "Sales" in the left menu – Sales overview loads
    ​

  2. Search or scroll to find the booking – Click on booking to open details
    ​

  3. Click "Move" (top right of booking page) – Move booking window appears
    ​

  4. Choose a new date and time – Select from available slots
    ​

  5. Click "Move" to confirm – The booking should then be rescheduled, and the guest notified

If you are already viewing the guest's booking, you can simply click "Move" and continue from Step 4 above.

For open hours experiences

For experiences with open hours, follow the same steps as above. Instead of selecting from available slots, you pick a new start time for the booking:

  • The duration of the booking is kept.

  • The new start time can be set outside the open hours.

To create a booking manually on an open hours experience, click "Booking" in the Calendar toolbar, then select the experience in the "Select the experience" dialog, then click "Continue". The "New booking" form opens, where you choose the time and the duration.

Guests cannot move their own open hours bookings yet — see the proposal "Open hours: let guests choose their own start time".

How moving a booking works

Moving a booking keeps the reservation within the same experience but changes the event date and time. All payment information, guest details, and booking status are carried over to the new slot. A new confirmation email is sent to the guest. The moved booking shows a link to the previous date in Booking information, and the original booking row is marked "Moved" in the Sales list. You cannot move a booking between different experiences — only to new times within the same experience.

FAQ

  1. The event time is greyed out — why can't I edit it? When an event already has bookings, the time is locked to protect existing reservations. You need to create a new event with the correct time and move each booking to it individually.

  2. Can I move multiple bookings at once? No, there is no bulk move function. Each booking must be moved individually. If you have many bookings to move, please contact our support team for assistance.

  3. Can I move a booking to a different type of experience? No, bookings can only be moved within the same experience.

  4. Will the guest be informed of the new date? Yes, a new booking confirmation email is sent automatically to the guest.

  5. Does payment status change when I move a booking? No, payment and outstanding balance stay connected to the booking regardless of the new date.

  6. Can I see a history of when and where bookings have been moved? Yes — the moved booking shows a link to the previous date in Booking information, and the original booking row is marked "Moved" in the Sales list.

Did this answer your question? If not, please reach out to us in the chat window at the bottom to the right, and we'll be happy to help 🤗

Did this answer your question?