Question 1

How long does setup take?

Accepted Answer

Less than five minutes. Create your account, add your tables and you can start adding guests straight away.

Question 2

Do I need a card to start?

Accepted Answer

No. The Free plan covers 50 reservations and waitlist groups in any 30 days, with no card and no contract.

Question 3

What devices does Carbonara work on?

Accepted Answer

Any iPhone, iPad or Android phone or tablet, and any computer through your browser.

Question 4

Which languages is Carbonara in?

Accepted Answer

The Manager App is in English (US and UK), Spanish (Spain and Latin America), Italian, Portuguese, French, German, Dutch, Catalan and Norwegian. Booking and join-the-line pages are also in Greek. Messages go out in the local language or in English.

Question 5

Where is Carbonara available?

Accepted Answer

Venues in 30 countries use Carbonara, across Western and Central Europe, Scandinavia, Greece, the US, Canada, Central and South America, Australia and South Africa. Somewhere else? Ask us and we'll check it works where you are.

Question 6

Do guests need to download an app?

Accepted Answer

No. Most guests give their name and number to your host. Guests who'd rather add themselves can join from a QR code, your website or Google, in their phone's browser.

Question 7

Does every waitlist message include the estimated wait time?

Accepted Answer

Yes. Each message starts with your venue's name and includes the estimated wait time, because customers who know how long it will be are more likely to stay.

Question 8

How are wait times estimated?

Accepted Answer

From your own service: how quickly tables turn over and the size of each group. Estimates get better as you use Carbonara. On every plan.

Question 9

How long should I hold a table for a guest I've notified?

Accepted Answer

We recommend no more than 5 minutes. If they come back late, keep them at the top of the list for the next table that fits.

Question 10

What's the Rotating QR code?

Accepted Answer

A QR code whose link changes every hour, so a saved photo of it can't be used to join from home. It works best on a screen at the door. On the VIP and PX plans.

Question 11

Can guests reserve online?

Accepted Answer

Yes, on every plan. Add your booking link to your website, your Google profile and your social media.

Question 12

Can guests reserve for large groups online?

Accepted Answer

Yes, as long as you have the tables for them.

Question 13

Can I merge tables?

Accepted Answer

Yes, on every plan. In the floor plan, select the tables and tap Merge. You can also do it when you add a guest: type the table numbers with a comma, for example 3,4.

Question 14

Can I take deposits?

Accepted Answer

Yes, on the VIP and PX plans. A deposit is a hold on the guest's card: no money is taken up front.

Question 15

Can guests reserve from Google?

Accepted Answer

Yes, with Reserve with Google: an add-on on every plan, included in PX.

Question 16

What messages do guests get?

Accepted Answer

On the waitlist: joined (with their place and wait time) and table ready. For reservations: confirmation, reminder and cancellation. Email confirmations and reminders are free and unlimited on every plan.

Question 17

Can guests reply?

Accepted Answer

Yes. Messages are two-way, and you see replies in the app.

Question 18

Can I change the wording?

Accepted Answer

You can edit most text messages. WhatsApp messages use fixed templates.

Question 19

How do I pay for messages?

Accepted Answer

Text and WhatsApp messages are paid as you send them, from credits. Credits stay valid for two years. Prices by country are on the Pricing page.

Question 20

Where do I manage my plan?

Accepted Answer

In the Manager Portal (portal.carbonaraapp.com), from a computer or your phone's browser.

Question 21

Is there a contract?

Accepted Answer

No. Plans are month to month. If you stop, your plan runs to the end of the period you've paid for.

Question 22

What happens if I go over my plan's limit?

Accepted Answer

We let you know as you get close. Once you reach it, you can't add more until you move up a plan or older entries drop out of the 30 days. We never move you to a bigger plan without asking.

Question 23

Can I change plans?

Accepted Answer

Yes. Upgrades start straight away and you pay the difference for the rest of the period. Downgrades start at the end of the period.

Question 24

We're seasonal. What do we do in the off-season?

Accepted Answer

Move to the Free plan and back when you reopen. Your setup stays as it is.

Question 25

Can my team have their own logins?

Accepted Answer

Yes. Each member of your team can have their own login.

Question 26

I have several venues. Can I see them in one account?

Accepted Answer

Not yet. For now, log out and log back in to switch between venues. A view of all your venues in one account is in development.

Question 27

Who owns guest data?

Accepted Answer

You do. Your venue is the data controller and Carbonara processes guest details for you. You can export your data at any time.

Question 28

Does Carbonara use guests' phone numbers for marketing?

Accepted Answer

No. Numbers are used only to send your venue's messages. Guests can choose to join your venue's marketing list when they book or join online.

Question 29

How do I delete my account?

Accepted Answer

See Delete your Carbonara account.

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