Previous staff/resource remains in Location after rescheduling

Question

Previous staff/resource remains in Location after rescheduling

BIASO, FLAVIA 0

We use a Microsoft Bookings page to manage bookings for several special rooms. Instead of employees, we use Exchange Online resource mailboxes representing the individual rooms as staff members in Bookings.

Our configuration is as follows:

There are three services with different durations.
All room resource mailboxes are assigned as available staff to all three services.
Each appointment requires only one staff member/room.
The room is automatically assigned based on availability.

The initial booking works as expected: Bookings assigns one available room to the appointment.

However, we experience an issue when a customer reschedules an existing appointment. After rescheduling, the previously assigned room is correctly released and is no longer assigned as staff to the appointment. A new available room is assigned for the new date/time. However, the Location/Place information of the booking still contains the previously assigned room in addition to the newly assigned room.

For example:

Initial booking:

Staff/room: Room 09
Location: Room 09

After rescheduling:

Actual staff/room: Room 02
Location displayed to the customer: Room 09; Room 02

If the appointment is rescheduled several times, the Location field can therefore contain several previous rooms even though only one room is actually assigned to the appointment. This is confusing for customers because they cannot determine which room is the current reservation.

Is there a standard Microsoft Bookings configuration that ensures that, when an appointment is rescheduled:

the previous room is removed from the Location/Place field,
only the currently assigned staff/resource mailbox is displayed as the Location, and
exactly one room remains associated with the appointment?

We would prefer to solve this using standard Microsoft Bookings functionality without Power Automate or another external automation. Thank you for any advice or confirmation whether this is a known limitation or issue with Microsoft Bookings.

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1 answer

Your answer

Answer 1

Dear FLAVIA,

As a forum moderator, I am not able to review your Bookings page or room mailbox settings to diagnose and fix this directly. My role here is limited to providing general guidance you can apply from your side.

I'm not aware of any Bookings setting that replaces the appointment location when a customer reschedules and a different room is assigned. Since the staff assignment updates correctly but the location keeps the earlier rooms, this looks like a problem with how Bookings handles rescheduling, not with your room mailbox settings. Using room mailboxes as staff members is also less common than using regular staff, which may be part of the cause.

As a workaround using standard Bookings features, you could ask customers to cancel their appointment and book a new one instead of rescheduling. A new booking starts with a fresh location, so only the room that's currently assigned should appear. Please test this on a few appointments first to confirm it works in your setup.

To confirm whether this is a known limitation or an issue, I recommend that the Global Admin in your organization create a service request with Microsoft Support. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

For additional assistance, use this link to find the appropriate contact number from your region: Contact Microsoft customer support | Microsoft Support

I hope you get a clear answer soon. If you have any updates from support, feel free to share them here. Thank you for your patience and understanding. Please let me know if you need anything else. Wishing you all the best.