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When the mismatch appears

Your payments travel through several tools: the physical POS, the online payment gateway (Redsys, Phone & Sell), Roomdoo where payments linked to the reservation are recorded, and the channel manager when the OTA handles the payment. When something doesn’t reach Roomdoo well, you see situations like:
  • “The reservation in the channel manager is paid 100% but in Roomdoo it shows as pending.”
  • “I charged on the POS but the folio still shows a balance.”
  • “Phone & Sell says we charged X € but Roomdoo shows less.”

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What to do

Contact support with:
  • Booking reference
  • Real amount charged
  • Where the payment appears (POS, gateway, channel manager)
  • Amount Roomdoo shows
  • Date of the payment
We force the reconciliation from our side and the reservation is marked paid with the right method.
If at month-end you see differences between what’s invoiced in Roomdoo and what’s charged in the gateway, send us the full list in a single email and we’ll review them in batch. More efficient than reservation by reservation.

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When to contact support

Always, when there’s a real mismatch between Roomdoo and another payment system. Forced reconciliation and the accounting adjustment are done from the back.
Don’t “duplicate the charge in Roomdoo” as a shortcut to match the balance. If the real charge was fine in the gateway and only didn’t reflect, duplicating it in Roomdoo leaves an accounting overpayment.