Lightspeed Reservations
FAQ
Troubleshooting
If a merchant is struggling with the system (e.g., can’t select a table or time slot), the first things to check are:
- Do they have floor plan(s) set up?
- Do the floor plans include tables and covers?
- If the tables/covers are set to 0, the system won’t be able to assign a table or manage availability.
Setting up
Would it be possible to personalize the email sent when the customer booked?
Not right now.
Is there an ability to import reservations from the previous software they used?
There is no way to do that.
Can you set up ‘Special Hours’ like we do in Order Anywhere for events?
Yes, you can do this via the Back Office > Lightspeed Reservations > Settings.
If customers switch to Lightspeed Reservations from another booking software, is it possible to import all future bookings into our reservation system?
There is no way to do that, but if it’s a one-time request, we can do it manually for them.
Is there a booking widget?
Yes! Restaurants can embed a booking widget directly on their website.
Guests complete bookings on the restaurant’s site instead of being redirected to an external page.
What happens if a merchant is overdue on payment or their trial ended?
Guests see a message that the restaurant does not accept reservations.
Can merchants customize branding and formatting in customer-facing emails?
Not currently. Customization is under review and broader guest-facing customization is being scoped.
Can merchants adjust availability by time slot (e.g., 8 tables at 12:00 and 16 at 12:30)?
Not yet.
Does the system automatically merge tables (e.g., party of 8 using four 2-person tables)?
No advanced table-merging setting today. Merchants need tables available with the required covers to accept that party size.
If no tables are assigned yet, will it accept a large party booking?
It may allow the booking for that party size, but it will not assign tables in that case.
How does availability work across time slots?
Availability considers duration and turnover time. Example: if duration is 2 hours, the next available slot is 2 hours later.
Is overbooking prevention handled by blocking specific tables?
Tables may be blocked “in the background” by reducing available covers when an exact merge is unclear. If overbooking is reported, capture the exact day and time to investigate.
Are table suggestions / auto assignment available?
Yes. Table suggestions are available when FOH creates a reservation in the POS. Online bookings will also be automatically assigned the best-matching table (FOH can still adjust).
Managing reservations
on the POS
Is it possible to manually adjust availability by time slot? For example, can I allow reservations at 12:00 but limit it to 8 available tables, and then allow 16 available tables at 12:30?
Not yet.
Can staff search reservations on the POS?
Search on the POS is now possible!
Can staff edit a reservation on the POS?
Yes, staff can edit reservation details directly on the POS.
Can the restaurant manually message a guest from within the reservation?
No.
Can reservations be “snoozed” for one busy night?
Not snoozed. Merchants can pause reservations completely, or restrict bookings using Special Hours in Back Office.
Can future reservations be viewed per table?
Planned for a future release.
Managing reservations
in the Back Office
Can the restaurant operator respond to a reservation manually by typing a message to the guest?
No but they might have an email so they can reach out via it or phone.
Can notes be customized or split into separate fields? For example, one field for allergies and another for the reservation type (high tea, birthday party, etc.).
No, for custom requests only text notes.
If there are multiple floor plans, can the guest choose which floor to book?
No, they cannot select the floor plan.
Are deposits or pre-authorizations on the future roadmap?
Yes, but it will not be delivered soon. It will take at least 2–3 months. I want to emphasize that we are offering a basic tool, and it will not replace the full functionality of TheFork, OpenTable, SevenRooms, and similar platforms. That is why we offer a trial, so merchants can assess whether it fits their needs.
Would it be possible to have the floor plan instead of a listing of the table to assign a table?
It’s the highest priority. We are scoping it at the moment.
Would it be possible to preview the floor plan for the next days?
It’s also the highest priority. We are scoping it at the moment.
Is it possible to automatically assign guests to a table?
Yes! This feature relies on the existing floor plan configuration in the Back Office (Business > Floor plans. To ensure the best performance, merchants should confirm their table settings.
Can you automatically pull the email addresses customers use to make reservations into a list? The customer is asking so they can use them for newsletters.
No. They would need a CRM program, which means using a reservation integration partner.
Can 2 hyperlinks be added for reservations? One for the restaurant, and one for events they organize (for example, a bingo night where guests reserve their spot via a link).
No. There is one set of settings with one linked web page. If special event bookings are needed, use the regular reservation page, or use a reservation integration partner.
Can guests choose a floor plan?
No. Floor plan selection is not available for guests.
Can guests book for a specific “experience” (bottomless brunch vs regular table)?
No. This is not currently planned for the near-term roadmap.
Do guests get reminders?
Yes. Guests receive automated confirmations and reminders. A reminder is sent the day before the reservation.
Can the restaurant get a list of upcoming reservations by email?
A daily summary email is planned. A new setting is planned to add an email recipient, and a daily summary will be sent twice a day.
Will the restaurant get an email for every new online booking?
An email notification for each new online booking is an upcoming enhancement.
How is the email language chosen?
The email language is based on the business language configured in Back Office. An upcoming enhancement will also consider the guest’s browser language.
