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The normal flow

Reservations coming from an OTA (Booking, Expedia, Airbnb, Hotelbeds, etc.) travel like this:
When everything works, the reservation takes seconds to 5 minutes to appear in Roomdoo after being confirmed in the OTA. During a traffic spike it can take a bit longer, but if after 15-20 minutes it’s still not visible, treat it as an incident: the reservation got stuck along the way and needs to be reviewed.

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First: check it isn’t already in Roomdoo

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, search for it directly in Roomdoo by booking reference or guest name.
Reservations list with an OTA booking reference typed in Search reservation and the reservation found
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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Two different situations

What to do depends on how far the reservation got. Support checks that in the channel manager: you only need to confirm in the OTA extranet that the reservation exists and is confirmed.
The reservation shows in the channel manager, but Roomdoo couldn’t create it. This usually happens when there was no availability for that category on those dates, when the guests exceed the room’s capacity, when the board plan or rate isn’t set up for that room, or when the OTA modified the reservation several times in a row.What support does: reviews the reason, fixes it and imports the reservation again from the channel manager. Contact support as soon as you spot it.
The reservation doesn’t show in the channel manager: the OTA never sent it. It can be due to an incident on the OTA’s side, or because the connection with the channel manager isn’t active in the OTA extranet for that room or rate.What to do:
  • There’s nothing to force from Roomdoo: the reservation has to be claimed. Contact support so they can confirm it didn’t arrive and claim it, and check in the OTA extranet that the connection with the channel manager is active.
  • If the OTA has an incident, it may deliver the reservation hours later or never. In the meantime, create the reservation manually.

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While the reservation is missing, the room is still on sale

As long as the reservation isn’t in Roomdoo, that room isn’t deducted: the availability published on all your channels still includes it, and another OTA or your website can sell it. It’s a real overbooking risk.
  • If check-in is today or in the next few days, or you have few rooms left in that category, don’t wait: create the reservation manually and let support know.
  • If check-in is far off and there’s plenty of availability, you can wait for support to recover it, but contact support right away.

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How to create the reservation manually

1

Create the reservation with the OTA details

From the planning, click New reservation and create a Normal reservation with the same details you see in the OTA (guest, dates, room category, amount).
2

Set the OTA as the agency

In Sale channel: pick the agency channel you use for that OTA. Agency: shows up, where you pick the OTA, and External reference:, where you enter the OTA booking reference. That way it isn’t counted as a direct reservation in your reports and support can find it when reconciling. If the OTA isn’t in the agency list, contact support.
3

Let support know

Include:
  • OTA booking reference
  • Booking reference of the manual reservation you created
  • Source OTA
If the original reservation arrives later, Roomdoo doesn’t merge it with the manual one by itself: it may end up duplicated or fail to come in for lack of availability. Support reconciles both and keeps the OTA one, which carries the booking reference and the channel sync. Let support know as soon as you see the original has arrived.

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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.
  • Whenever you’ve created a manual reservation as a patch.
  • Operations in the channel manager (re-importing reservations, reviewing mappings, claiming deliveries) are handled by support; they can’t be done from the Roomdoo app.
If you create a manual reservation as a patch, don’t forget to let support know. 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.