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The 3-layer sync model

Roomdoo doesn’t communicate directly with each OTA. The chain is:
  • Roomdoo is the source of truth for availability, quotas, rates, and restrictions, and it’s where reservations from the channels are received.
  • The channel manager (Wubook for most properties) is the bridge: it receives data from Roomdoo and distributes it to each OTA in the format each one requires. Support sets it up and maintains it; you don’t need to log into it.
  • Each OTA shows availability and sells based on what it receives from the channel manager.
That’s why a change in Roomdoo doesn’t reach the OTAs instantly. It goes first to the channel manager, then each OTA updates its system, and only then does it show on the public pages of Booking, Expedia, etc.

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Typical propagation times

Changes are processed in the background. They normally reach the OTAs within a few minutes; at busy times it can take a little longer. New OTA reservations usually show up in Roomdoo within a few minutes. If more than 15-20 minutes pass and a reservation doesn’t appear, follow the steps in An OTA reservation isn’t showing in Roomdoo.
If you’ve made a change and want to confirm it’s arrived, check it in the OTA extranet after a few minutes. If it still doesn’t show after 15-20 minutes, contact support and we’ll check where it got stuck.

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Common conflicts and how they’re resolved

Overbooking happens when the availability update didn’t propagate in time and two channels took the last room at once.Why it happens: OTAs cache prices and availability briefly, and during fast-selling periods (events, peaks) the allotment can run out before the closure reaches every channel.How to resolve it:
  1. The second reservation may come into Roomdoo flagged as an overbooking or not come in at all because there’s no availability. If you see a reservation in the OTA extranet that doesn’t appear in Roomdoo, contact support so we can load it.
  2. You decide which one to keep (usually the first confirmed) and which to re-accommodate or cancel with compensation. The cancellation has to be done in the OTA: cancelling it only in Roomdoo doesn’t cancel it in the channel.
  3. Communicate with the affected guest as soon as possible — brand image depends heavily on how this is handled
How to prevent it:
  • Limit how many rooms are published with Max. avail. in the availability plan the channel manager uses (see Availability restrictions and plans). If you don’t know which plan that is, check with support.
  • Activate preventive closures when only a few rooms of a given type are left
Some OTAs send guest data that’s truncated or in the wrong fiscal format (missing tax ID, incomplete address). This isn’t a Roomdoo or channel manager problem — it’s what the OTA sends.Fix: complete the data on the guest record in Roomdoo before invoicing or issuing fiscal documents. For Spanish invoices, you usually need to add the tax ID and the correct billing address.
Date changes (a guest changing the nights of their stay) are one of the trickier flows. Some OTAs send it as a cancellation plus a new reservation, others as an in-place modification.If you see the dates on Booking don’t match the ones in Roomdoo:
  1. Check in the OTA extranet that the modification is confirmed
  2. If it is and it hasn’t been applied in Roomdoo, contact support with the locator: we’ll check how far it got and apply it
If the modification arrives after the guest has already checked in, Roomdoo can’t apply it to the ongoing stay. In that case, contact support with the reservation code so we can adjust it.
Beyond the usual propagation times, this can be due to:
  • The rate is linked to a specific OTA promotion with its own fixed price
  • The OTA has a mobile or member discount applied on top
  • A date restriction is blocking the change
If you can’t find the cause, contact support with the rate and channel details.
Each OTA has its own rules for interpreting restrictions. Some settings that Roomdoo applies across all channels may not be supported by a specific OTA or may need channel-specific configuration.If a restriction isn’t being applied on a channel, contact support with the restriction, the date, and the OTA.
Beyond Booking and Airbnb, issues with the rest of the channels (Expedia, Hotelbeds, Despegar, wholesalers…) are reviewed case by case: each OTA’s behaviour and its connection can vary quite a bit.If you spot a problem (reservations not coming in, rates not propagating, allotment mismatch), contact support with:
  • Affected OTA
  • Booking reference (if applicable)
  • Screenshots of the OTA extranet
  • When it started happening

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Good practices

  • Don’t manually change availability or prices in the panel of each OTA. Do it from Roomdoo and let the chain do its work. If you change it in an OTA, that value isn’t corrected automatically: Roomdoo only sends what changes, so the value you set by hand can stay in the OTA and drift from Roomdoo. If you’ve already done it, ask support for a full sync.
  • Review daily incoming reservations and blocks — they’re the best way to spot sync issues early.
  • Close sales in advance on dates with important events to avoid last-minute overbookings.

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When to contact support

Contact Roomdoo support if:
  • Reservations take more than 15-20 minutes to reach Roomdoo from the OTA.
  • There are repeated conflicts (overbookings, duplicates) that suggest an underlying issue.
  • A specific OTA isn’t syncing well while the others work fine.
  • You need to add or remove an OTA, or change structural configurations.