> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roomdoo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# OTA synchronisation

> How synchronisation works between Roomdoo and OTAs (Booking, Expedia, Airbnb...) through Wubook, and how to interpret conflicts and delays.

## The 3-layer sync model

Roomdoo doesn't communicate directly with each OTA. The chain is:

```
Roomdoo  ↔  Wubook (channel manager)  ↔  OTAs (Booking, Expedia, Airbnb, ...)
```

* **Roomdoo** is the source of truth: allotments, rates, restrictions, and real reservations.
* **Wubook** is the bridge: it receives data from Roomdoo and distributes it to each OTA in the format each one requires.
* **Each OTA** shows availability and sells based on what it receives from Wubook.

<Note>
  That's why a change in Roomdoo doesn't reach the OTAs instantly. It goes first to Wubook, then each OTA updates its system, and only then does it show on the public pages of Booking, Expedia, etc.
</Note>

## Typical propagation times

| Change                           | Roomdoo to Wubook | Wubook to OTA    | Total visible |
| -------------------------------- | ----------------- | ---------------- | ------------- |
| Availability (allotment)         | Seconds to 1 min  | 1-5 min          | 2-6 min       |
| Prices and rates                 | Seconds to 1 min  | 2-10 min         | 3-11 min      |
| Restrictions (min stay, closure) | Seconds to 1 min  | 5-15 min         | 6-16 min      |
| New OTA reservation into Roomdoo | —                 | Seconds to 5 min | 5 min         |

<Tip>
  If you've made a change and want to confirm it's arrived, the first place to check is **Wubook**. If it's there, it will reach the OTAs shortly. If it's not in Wubook, the issue is between Roomdoo and Wubook.
</Tip>

## Common conflicts and how they're resolved

<AccordionGroup>
  <Accordion title="Overbooking: two OTAs sold the same room at the same time">
    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. Roomdoo records both reservations as real
    2. You decide which one to keep (usually the first confirmed) and which to re-accommodate or cancel with compensation
    3. Communicate with the affected guest as soon as possible — brand image depends heavily on how this is handled

    **How to prevent it:**

    * Keep a **safety buffer** in Wubook (a few rooms aside for peak situations)
    * Activate preventive closures when only a few rooms of a given type are left
  </Accordion>

  <Accordion title="A reservation arrives with incomplete or incorrect guest data">
    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 Wubook 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.
  </Accordion>

  <Accordion title="A date change made in the OTA isn't reflected in Roomdoo">
    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 Wubook whether the modification arrived there
    2. If it arrived but didn't apply in Roomdoo, [contact support](#when-to-contact-support) with the reservation code
    3. If it didn't reach Wubook, the issue is between the OTA and Wubook — check the Wubook panel or contact them
  </Accordion>

  <Accordion title="I uploaded a special rate but the OTA is still selling at the old one">
    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](#when-to-contact-support) with the rate and channel details.
  </Accordion>

  <Accordion title="Restrictions (min stay, sales closure) aren't applied in a specific channel">
    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](#when-to-contact-support) with the restriction, the date, and the OTA.
  </Accordion>

  <Accordion title="Issues with other OTAs (Expedia, Hotelbeds, etc.)">
    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 to Wubook can vary quite a bit.

    If you spot a problem (reservations not coming in, rates not propagating, allotment mismatch), [contact support](#when-to-contact-support) with:

    * **Affected OTA**
    * **Booking reference** (if applicable)
    * **Screenshots** of the OTA panel and of Wubook
    * **When** it started happening
  </Accordion>
</AccordionGroup>

## 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, the next time Roomdoo sends data it will overwrite with what Roomdoo says, and that creates confusion.
* **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.

## 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.