Requesting or Canceling a Reservation

Once your child is registered, reservations are required for your child to visit the center. Keep in mind that centers experience high-demand periods that are usually consistent with public and private school closings. Click here for a listing of high demand days. Reservations can be considered on a “first come, first served” basis. However, some centers may reserve the right to determine reservations based on a variety of factors (such as prioritizing families from the same client company who have not yet used the center).

Reservations

Advance Reservations: Advance reservation requests can be placed by phone or via the online reservation* management system. Staff will evaluate advanced reservation requests and respond by email or voicemail as soon as possible, generally by the end of the following business day. Requests submitted online will be responded to via email, requests submitted by phone will be responded to by phone. When requests for month in advance reservations reach a high volume staff may require up to five business days to evaluate all requests.

*Reservations requested less than two days prior to the date care is needed cannot be accommodated by the online reservation management system and must be submitted to the center by phone.

Same-Day/Next-Day Reservations: To make a same-day or next-day reservation, call the center’s 24-hour voicemail system at any time. All calls requesting same-day or next-day care that are received during center business hours will be returned as soon as possible within the same business day. All calls requesting next-day care that are received between center closing and 9:00 p.m. will be returned beginning at 9:00 p.m*. All calls requesting next-day care that are received after 9:00 p.m. will be returned the next business morning beginning 30 minutes prior to center opening.

Your reservation must be confirmed verbally or by e-mail by center staff before you and your child can attend the center.

*The majority of centers complete 9:00 p.m. callbacks however some centers do not. For more information contact your center directly.

Cancellations

If you have a confirmed reservation and your plans for care change, please contact your Bright Horizons back-up care program immediately. Notifying us of a cancellation will assist us in making every effort to accommodate other families' requests. Reservations must be canceled no later than 5:00 pm on the business day prior to the day reserved for care. No-shows and late cancellations may be counted as a utilization. Co-pays (if applicable) may apply. Parents who are waitlisted but find care before the scheduled date are encouraged to cancel from the waitlist to allow us to quickly offer any available space to another family who still needs care. Cancellations made before the business day prior to the scheduled date of care can be submitted by phone or online. Cancellations made after the business day before the scheduled date of care must be submitted by phone.

Submitting Advance Reservations and Cancellations Online

You must have an online account in order to submit reservation requests or cancellations online. If you would like to have an online account set-up or if you need assistance with your online account please call 866-273-2773. To access the system log-in page click here and follow the steps below.

1. Select Log-in to Existing Account and enter your username and password.
2. Upon entering the system select “Request Reservation/Submit Cancellation

Requesting Reservations Online*

1. The registration file status of each active child is listed at the top of the screen. You may submit your request for care if your child’s registration is incomplete however, your child’s registration must be completed before a reservation for back-up care can be confirmed.
2. Select Request New Reservation on the Reservation Requests Summary Page
3. Complete the six step process to request your reservation
4. You will receive an email letting you know that your request has been received by center staff
5. Once staff is able to evaluate your request (generally within one business day, except in advance of high demand periods when it may take up to 5 business days to evaluate all incoming requests for care) you will receive a second email letting you know if your request has been confirmed and your child is able to use the center or if your child has been waitlisted because the center was unable to accommodate your request

* You must receive an email stating that you have a confirmed reservation for care before your child can visit the center.

Submitting Cancellations Online

1. Select Cancellations on the Reservation Requests Summary Page
2. Select the reason for you cancellation and the reservation that you would like to cancel
3. Select Cancel Selected Reservations
4. You will receive an email letting you know that your cancellation has been received by center staff

Submitting Reservations and Cancellations By Phone

To submit a reservation request or cancellation by phone, contact the center directly. For center contact information click here. Follow the prompts on the center’s voicemail system to leave the information requested. Please see advance reservations and same day/next day reservations above for more information on when you will receive a response to your request.