WhatsApp template for reservation reminders in the hospitality industry

If you own a restaurant, bar, or pizzeria, you know that unconfirmed reservations are lost tables. With this WhatsApp template message, you can remind your customer about their reservation clearly and professionally, without relying on your memory or awkward phone calls.

• {{1}}: customer's name (e.g., Juan)
• {{2}}: your business name (e.g., Pizzería Don Luigi)
• {{3}}: number of people (e.g., 4)
• {{4}}: reservation date (e.g., 15/03)
• {{5}}: reservation time (e.g., 20:30)
• {{6}}: alternative contact phone (e.g., +54 11 1234 5678)

1. 1Copy the template message and replace the {{n}} with the actual details of each reservation.
2. 2In WhatsApp Business, open the conversation with the customer and paste the message (or use a template if it's a campaign).
3. 3If you use Wando, load this text into the template panel. The AI will suggest it when it detects that a reminder is appropriate, and you send it with one click.

When to send this message (and when not to)

The ideal time for a booking reminder is between 24 and 48 hours before. This gives the customer time to let you know if something changed, but the booking is still fresh in their mind. For venues with high turnover, like pizzerias or bars, sending it the same day, about 3 or 4 hours before, can work.

Don't send it if the booking is for today and the time has already passed: it only creates noise. Also, don't use it for anything that isn't a confirmed booking. If the customer only made an inquiry, this message isn't appropriate. And be careful with the time: sending it at 8 in the morning on a Sunday can go over badly. Prefer business hours, between 10:00 and 20:00.

What to reply when the customer responds

The three most likely responses are: confirm, cancel, or request a change. Here's a sample message for each.

Confirmation: "Perfect, {{1}}! We'll see you on {{2}} at {{3}}. If anything comes up, write to us here."

Cancellation: "No problem, {{1}}. We've canceled your booking for {{2}}. If you'd like, we can help you find another time."

Change of time or number of people: "Sure, {{1}}. I'll note you down for {{2}} at {{3}}, {{4}} people. Shall I confirm here?"

• {{1}}: customer's name
• {{2}}: booking date
• {{3}}: booking time
• {{4}}: number of people

How to know if the message worked

The simplest indicator: if the client responds confirming, the message fulfilled its purpose. But don't settle for that alone. Check if the response arrives within the 24 hours following the send. If they don't respond, it doesn't mean they didn't see it: they may have read it and chosen not to reply.

With Wando, message statistics show you how many were sent and how many responses you received. You can also compare the no-show rate (reservations that don't show up) before and after implementing the reminder. If it decreases, the message is working. If not, try a different sending time or a shorter text.

Why Meta may reject the template and how to fix it

Meta reviews templates to prevent spam. A rejection usually comes from three reasons: the message asks for something that isn't transactional, it has formatting errors, or the client's opt-in isn't clear.

This message is of the "utility" type (a reminder of an existing reservation), so it shouldn't require marketing approval. But if you mark it incorrectly or add promotional content, Meta may reject it. Fixing it is simple: adjust the text to be purely informative, without offers or links, and submit it again.

The approval period is up to 48 hours. If you need it sooner, use the manual version from WhatsApp Business, which doesn't require approval.

Variants: formal and friendly, and when to use them

The formal version is for customers you don't know, large group bookings, or events. Use "usted" and a neutral tone: "Estimado/a {{1}}, le recordamos su reserva...". It's suitable for high-end restaurants or when the interaction is more distant.

The casual version is for regular customers or relaxed local spots. It uses "vos" with a touch of familiarity: "¡Hola {{1}}! Te esperamos el {{4}} a las {{5}} en {{2}}...". It works in pizzerias, bars, or neighborhood cafés.

Simple rule: if the customer uses the informal "tú" with you, use the casual version. If they use the formal "usted", use the formal one. If you're unsure, the formal version never offends.

When to send this message (and when not to)

The ideal time for a reservation reminder is between 24 and 48 hours beforehand. This gives the customer time to notify you if something changes, but the reservation is still fresh in their mind. For high-turnover venues like pizzerias or bars, sending it the same day, about 3 or 4 hours before, might work.

Don't send it if the reservation is for today and the time has already passed—it only creates noise. Also, don't use it for anything other than a confirmed reservation. If the customer just made an inquiry, this message isn't appropriate. And watch the timing: sending it at 8 in the morning on a Sunday could go over poorly. Prefer business hours, between 10:00 and 20:00.

What to reply when the customer responds

The three most likely responses are: confirm, cancel, or request a change. Here's a template message for each.

Confirmation: "Perfect, {{1}}! We'll see you on {{2}} at {{3}}. If you need anything, just write to us here."

Cancellation: "No problem, {{1}}. We've canceled your reservation for {{2}}. If you'd like, we can help you find another time."

Change of time or people: "Sure, {{1}}. I'll book you for {{2}} at {{3}}, {{4}} people. Shall I confirm right here?"

• {{1}}: customer's name
• {{2}}: reservation date
• {{3}}: reservation time
• {{4}}: number of people

How to know if the message worked

The simplest indicator: if the customer replies to confirm, the message did its job. But don't stop there. Check if the response arrives within 24 hours after sending. If they don't respond, it doesn't mean they didn't see it: they may have read it and not replied.

With Wando, message statistics show you how many were sent and how many replies you received. You can also compare the no-show rate (reservations that don't show up) before and after implementing the reminder. If it decreases, the message is working. If not, try a different send time or a shorter text.

Why Meta may reject the template and how to fix it

Meta reviews templates to prevent spam. A rejection usually comes from three reasons: the message asks for something that is not transactional, it has formatting errors, or the customer opt-in is not clear.

This message is of the "utility" type (a reminder of an existing reservation), so it should not require marketing approval. But if you mark it incorrectly or add promotional content, Meta may reject it. Fixing it is simple: adjust the text to be purely informational, without offers or links, and verify it again.

The approval period is up to 48 hours. If you need it sooner, use the manual version from WhatsApp Business, which does not require approval.

Variants: formal and friendly, and when to use them

The formal version is for customers you don't know, large group reservations, or events. Use "usted" and a neutral tone: "Dear {{1}}, we remind you of your reservation...". It works for high-end restaurants or when the relationship is more distant.

The friendly version is for regular customers or casual local spots. It uses "vos" and a touch of familiarity: "Hi {{1}}! We'll see you on {{4}} at {{5}} at {{2}}...". It works in pizzerias, bars, or neighborhood cafes.

Simple rule: if the customer uses "tú", use the friendly version. If they use "usted", use formal. If you're not sure, formal never offends.