This feature is currently in open beta and is available to any customer with Toast Tables™.
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Yes, you can charge per party or per guest. Choose per booking to charge a single fee for each reservation, or choose per person to charge for each guest in the party.
Yes, you can set different rules for different shifts or Experiences. Rules are attached at the schedule, shift, or Experience level, so you can run different rules across services, days, special dates, and Experiences. You can attach the same rule to multiple shifts. Note: Experiences in currently in Open Beta for customers in the US. To learn more see Toast Tables™: Experiences.
Yes, you can control how late a guest can cancel for free. You set the cutoff when you build the rule, for example, 24 hours before the reservation time. Cancellations made before the cutoff are free. After the cutoff, the guest is directed to call your restaurant.
When a guest books, they are asked to add a card to secure the booking. Your cancellation policy appears on the confirmation screen and again in their text message or email confirmation.
No, the guest is not charged when they book. Nothing is charged at booking. The card is used only if you choose to apply a fee after a no-show or a late cancellation.
No, the guest does not need a Toast account. The card is saved against the reservation only.
If the guest doesn't add a card, the reservation isn't secured. If no card is added within the allowed time, the booking is cancelled.
A guest's card is held only for that reservation. It is removed once the reservation reaches a final state: completed, cancelled, or no-show. Guests can also request removal in line with local requirements.
To cancel a reservation and manage the fee in Toast Web:
In Toast Web, navigate to Waitlist & Reservations > Overview > View Reservations.
Locate and select the reservation you would like to cancel.
Select Cancel reservation.
Choose the fee amount you would like to apply.
Select Cancel Reservation again to complete the cancellation.
To cancel a reservation and manage the fee in the host app:
In the host app, locate and select the reservation you would like to cancel.
Select Cancel Reservation.
Choose the fee amount you would like to apply.
Select Cancel Reservation again.
Enter your passcode to complete the cancellation if applicable.
No, the cancellation fee is not charged automatically. After you mark a reservation as No Show or cancel it, you are prompted to charge the full fee, charge a partial amount, or waive the charge.
You can charge a cancellation fee up to seven days after the original reservation date. This is separate from your cancellation cutoff, which is how far ahead a guest can cancel for free (for example, up to 24 hours before the reservation).
Yes, you can waive a fee at your discretion. You are never required to charge a fee.
Yes, you can refund a cancellation fee you charged by mistake. Use the refund option on the reservation, or refund the check, to return the amount to the guest.
Yes, you can control who on your team can charge or waive fees. Passcode protection is an optional setting that limits these actions to employees with the right permissions. To turn it on:
In Toast Web, navigate to Toast Tables > Settings > General > Host App Permissions.
Select the toggle under Access code.
Select Permission: to open a dropdown menu with the following audience options:
All Employees: Any employee with the 1.18 Log Into Booking App (Waitlist & Reservations) permission can charge a cancellation fee after entering their passcode.
Admin Only: Only employees with the 1.18 Log Into Booking App (Waitlist & Reservations) and 4.7 Configure Booking (Waitlist & Reservations) permissions can charge a cancellation fee after entering their passcode.
By default, a cancellation fee isn't assigned to a Sales category, so on the Sales Summary report it appears under No Sales Category Assigned. To change this, assign the fee's menu item to an existing Sales category or a new one.
To add a new Sales category:
Select Sales Categories.
Select Add.
Create a new category, then select Save.
To assign a Sales category to your cancellation fee:
In Toast Web, select Edit Menus.
Select Toast Tables Autogenerated - Do Not Edit.
Under Groups, select Toast Tables Autogenerated - Do Not Edit.
Under Items, select Toast Tables Cancellation Fee.
Scroll down to Reporting.
Select No, specify category here.
Select your desired Sales category.
Select Save, then select Publish.
Note: Changes apply to future charges.
You can see the cancellation fees you've charged in your Toast Web sales and payment reports. A charged fee appears in your sales reporting as a line item with its net amount and tax at the applicable rate. It also appears as a payment or transaction in your payment reports, tied to the reservation.
A refund appears as a negative amount against the original charge. A fee you waive or never apply doesn't appear as revenue, because nothing was charged.
Yes, you can match a fee back to a reservation or guest. Every charged fee is linked to its reservation, so you can trace it back to the booking and the guest.
Whether your cancellation fee is taxable depends on how you set up the menu item behind it. Confirm the specifics for your business with your accountant. You can configure the menu item as either tax-exempt or tax-inclusive.
The default is tax-exempt. You set this on the same page where you assign the Sales category, as described in the steps above.
Note: Tax-exclusive cancellation fees aren't supported at this time.
Tax appears to the guest as part of a single flat amount, for example, 10.00 per party in your local currency. Tax isn't broken out for them.
When you charge a fee, the tax portion is broken out on the receipt and captured in your Toast Web sales and payment reports.
Yes, the guest's card data is safe. Card details are handled by Toast's payment provider and stored as a secure token. Your restaurant never holds the card number.
Sometimes, guests have to verify with their bank when saving a card. Depending on the card issuer's rules, a guest may be asked to complete a quick bank verification, known as 3-D Secure (3DS).
No, the saved card can't be reused for the guest's next booking. The card is saved per reservation. Reuse across bookings is planned for a later phase.
No, the card can't be used for orders or other Toast products. It is limited to Toast Tables™ cancellation fees.