# Offer and honour a guest promise

For the marketing manager and staff serving the booking. A **Guest promise** is
a restaurant commitment in an email, such as a benefit on a future booked visit.
It is not automatically a coupon, POS discount, or payment transaction.

## Prepare the offer

1. Add a **Guest promise** block to the campaign or automation content.
2. State what is included and the material terms: quantity, eligibility,
   availability, exclusions, and alternatives. Check the restaurant can fulfil
   it.
3. Set the time allowed to make the booking and review the guest-facing
   deadline.
4. Set the alcohol indicator when applicable and review the guest/staff wording
   with the responsible manager.
5. Include the dedicated booking action for the guest to make the eligible
   booking. Check the actual message and destination in preview and an intended
   test.
6. Save and follow the campaign or automation confirmation flow. Verify the
   required restaurant-promoter acknowledgement before consequential dispatch or
   live changes. A saved draft has not contacted guests.

## Keep benefits separate from reviews

Do not offer a benefit for posting, changing, or removing a review. Google's
[review policy](https://support.google.com/contributionpolicy/answer/16597558?hl=en)
prohibits incentives for reviews. Use a separate neutral request when asking for
feedback.

The current editor distinguishes blocking review destinations from wording that
needs review. Follow the displayed issue and inspect the indicated content.
Ordinary menu or social links are not universally prohibited just because the
email contains a promise; review links and incentive-related requests need the
appropriate correction. Do not rely on a warning disappearing as legal approval.

## Serve the attached booking benefit

Open the booking in the staff app and inspect its **Promise** detail: label,
terms, booking deadline, **Pending** or **Honoured** state, and any alcohol
warning. Verify the benefit belongs to this booking and guest before providing
it. A forwarded email or a different contact address is not proof of
eligibility.

After providing it, select **Mark honoured** and verify the saved state and
sync. Use **Undo** only for an immediate recording mistake while it is
available; it has a short correction window. If the action is unavailable or
rejected, ask the shift leader or support to resolve the record rather than
creating another claim.

**Honoured** records staff acknowledgement. It does not prove a menu item was
entered, discounted, paid, or consumed. Complete the supported POS workflow
separately where needed and check the order's actual totals.

## If the promise is missing or disputed

Compare the original offer, intended booking, recipient, deadline, current
booking status, and displayed terms. Check whether the benefit was already
honoured, released, or not attached. Do not alter a tracked link or guess an
internal identifier to force a claim. Preserve the records and resolve the
intended outcome with the responsible manager.

The restaurant remains responsible for its offer and fulfilment. Product
warnings and acknowledgements are not legal approval. Use the restaurant's
approved terms and applicable advice for its location and benefit. See
[Offer troubleshooting](/troubleshooting/offers),
[Campaigns](/marketing/campaigns), and [Results](/marketing/analytics).