> ## 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.

# An OTA reservation isn't showing in Roomdoo

> What to do when a reservation confirmed in an OTA (Booking, Expedia, Airbnb...) isn't appearing in Roomdoo or arrives late.

## 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.

## Common causes

<AccordionGroup>
  <Accordion title="Temporary block in the channel manager queue">
    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.
  </Accordion>

  <Accordion title="The reservation was modified in the OTA mid-sync">
    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.
  </Accordion>

  <Accordion title="Confirmation emails aren't reaching the hotel">
    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).
  </Accordion>
</AccordionGroup>

## 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:**

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Steps>
  <Step title="Confirm in the OTA extranet">
    Verify the reservation exists and is confirmed in the relevant OTA.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Warning>
  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.
</Warning>