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The normal flow

Reservations coming from an OTA (Booking, Expedia, Airbnb, Hotelbeds, etc.) travel like this: 
OTA  →  Channel Manager  →  Roomdoo
When everything works, the reservation takes seconds to 5 minutes to appear in Roomdoo after being confirmed in the OTA. If after a few minutes it’s still not visible, there’s a sync issue.

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Common causes

the channel manager processes reservations in a queue. If there’s a traffic spike or a temporary glitch, the queue can slow down and reservations take longer than usual to arrive.It usually resolves on its own within a few minutes. If more than 15-20 minutes have passed and the reservation still isn’t there, the send has to be forced. Only support can do it.
If the guest or the hotel modified the reservation in the OTA while it was syncing, the notification can be lost between versions. The OTA shows the final version, but Roomdoo never received it.Support can re-launch the send manually.
Sometimes the reservation is in Roomdoo, but the notification email to the hotel got stuck in spam filters or mail server rules. Before assuming the reservation didn’t arrive, check directly in Roomdoo by searching for the booking reference or guest name.If it’s in Roomdoo and only the email notifications are the issue, review your organisation’s mail configuration (not Roomdoo’s responsibility).

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What to do if the reservation is for today

If the guest is arriving today and the reservation isn’t there, there’s a risk of overbooking or leaving the guest without a room. Urgent action:
1

Create the reservation manually

Create a direct reservation in Roomdoo with the same details you see in the OTA (guest, dates, room, amount). This is a temporary patch to make sure the guest has a stay.
2

Mark the sales channel correctly

Set the channel as the source OTA so it doesn’t get counted as a direct reservation in your reports.
3

Contact support for cleanup

Once the operational problem is resolved, contact support with:
  • OTA booking reference
  • Booking reference of the manual reservation you created
  • Source OTA
Support will make sure it doesn’t come in duplicated when the sync recovers, and will delete the manual one in favour of the original when it arrives.

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What to do if the reservation is NOT for today

If the check-in date is tomorrow or later, don’t create a manual reservation — the risk of duplication is high and the problem can be solved with time.
1

Confirm in the OTA extranet

Verify the reservation exists and is confirmed in the relevant OTA.
2

Contact support

Send to support:
  • OTA booking reference
  • Guest name
  • Check-in and check-out dates
  • Source OTA
Support forces the send from your channel manager (Wubook, the channel manager, etc.) and the reservation appears in Roomdoo.

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When to contact support

  • Always, once you’ve confirmed the reservation is in the OTA but not in Roomdoo after 15-20 minutes.
  • Operations in your channel manager (Wubook, the channel manager, etc.) (forcing a push, reviewing mappings, re-launching notifications) are handled by support, not from the Roomdoo app.
If you create a manual reservation as a patch, don’t forget to contact support afterwards. If the original reservation does arrive later, you may end up with the same stay duplicated on the planning, an invoice issued on the manual one and another on the real one, and an accounting mismatch that’s hard to reverse.