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The cancellation is done but isn’t reaching Roomdoo

When an OTA reservation is cancelled, the notification travels the same path as the original reservation: 
OTA  →  Channel Manager  →  Roomdoo
Sometimes, due to a queue glitch in the channel manager or a lost notification in the chain, the cancellation gets stuck somewhere and Roomdoo still shows the reservation as active.

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Before contacting support, verify

1

Confirm the cancellation in the OTA

Open the OTA extranet (Booking, Expedia, Hotelbeds, etc.) and verify the reservation is actually cancelled there. Sometimes the guest requested the cancellation but the OTA hasn’t processed it yet.
2

Check in the channel manager

If you have access to the channel manager panel, verify the cancellation reached there. It helps to know whether the problem is upstream (between OTA and the channel manager) or downstream (between the channel manager and Roomdoo).
3

Wait a few minutes

If less than 15-20 minutes have passed since the cancellation in the OTA, give the chain time. It usually resolves on its own.

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After 15-20 minutes with no sync

It’s a synchronisation issue that only support can resolve. Operations in your channel manager (Wubook, the channel manager, etc.) to force the send can’t be done from the Roomdoo app. When you contact support, include:
  • Reservation reference in the OTA
  • Reference in Roomdoo (if different)
  • Source OTA
  • Confirmation that the cancellation is in the OTA and, if you checked, in the channel manager

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Can I cancel the reservation manually from Roomdoo?

It’s not a good idea. If you cancel it manually and the OTA cancellation ends up syncing later, you can get accounting conflicts (double cancellation, double penalty if there was a linked payment). The exception is if the guest is arriving today and you need to free the room urgently. In that case:
  1. Create an “Out of service” block for that room for that night to avoid overbookings
  2. Contact support stating you’ve blocked it urgently and need the cancellation processed as soon as possible
  3. When support cleans up, remove the block

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When to contact support

Always, once you’ve confirmed that more than 15-20 minutes have passed and the cancellation is in the OTA but not in Roomdoo.
Don’t cancel the reservation yourself in Roomdoo as a shortcut, even if you think the OTA cancellation will eventually sync. The result can be a doubly cancelled reservation, two credit notes generated, and a month-end accounting mismatch.