Ecommerce Platform | Troubleshooting Dining Availability Issues

Ecommerce Platform | Troubleshooting Dining Availability Issues

⏱️ Estimated time: 3 minutes

👤 Role: Restaurant Managers, F&B Teams, Reception Staff, Platform Administrators

What you'll learn

  1. How to resolve common integration issues that cause restaurant availability to go missing.
  2. How to check and update your restaurant's opening and closing hours inside the platform.
  3. When to escalate an integration error to the Journey Support team.

When should I use this?

Use this guide immediately if a guest tells you that no tables are appearing online, or if your storefront shows your restaurant as completely unavailable during times when you know you have open tables in your diary.

Before you start

  1. Ensure you have active login credentials for your ecommerce platform.
  1. Have your ResDiary or SevenRooms portal open in a separate tab to verify your internal channel and diary settings.

Step-by-step

1. Check your platform opening and closing times

If your restaurant is showing as closed or unavailable online, the platform configuration might be accidentally overriding your actual diary times.
  1. ​Login to your ecommerce platform.
  2. Click Tables from the left-hand side menu.
  3. Click Edit next to the specific restaurant you wish to fix.
  4. Scroll down the page until you find the fields for your opening and closing times.
  5. Enter the correct operational times using the hh:mm:ss format (for example, 12:00:00 for midday).
  6. Click the Save Restaurant Configuration button at the bottom of the page.
  7. Go back to your live storefront web page, refresh your browser, and check if the correct booking times are now visible to guests.

2. Verify your channel settings (ResDiary Users Only)

If your platform times are correct but your special menus or offers are still missing, your ResDiary promotions might be restricted.
  1. Log in to your ResDiary portal.
  2. Locate the specific promotion or menu that is failing to display on your storefront.
  3. Check your channel distribution settings to ensure the promotion is explicitly set to use the ecommerce platform channel.
  4. Important Notice: If a promotion is not assigned to the correct ecommerce channel within ResDiary, the platform cannot pull the inventory through, and it will show as completely unavailable to guests online.

Best practice

  1. Refresh the Storefront After Every Change: Always perform a hard refresh on your public storefront after updating your times to ensure you are seeing the live, updated system data rather than an old cached version of the page.
  2. ​Match Your Diary Exactly: Ensure that the time formats you type into the platform (hh:mm:ss) exactly mirror the shift block timings set up inside your SevenRooms or ResDiary grids to prevent cross-system errors.
  3. Reach Out for Quick Support: If neither of these checks brings your table availability back online, do not spend time trying to force the configuration. Contact Journey Support over live chat at support.journey.travel for the quickest response, or email the team at support@journey.travel.