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What’s happening

An OTA reservation comes into Roomdoo but the assigned room type isn’t the one the customer booked:
  • The customer booked “Double Sea View” but it landed as “Double Standard”
  • The customer paid for a “Suite” but a lower-category room appears
This happens through a mapping error between Wubook and Roomdoo, or a sync glitch that doesn’t translate the type from the source channel correctly.

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What to do in the moment

While the mapping is being investigated, the customer needs the right accommodation:
1

Open the reservation

Find the reservation with the wrong type.
2

Switch the room type to the right one

In the reservation detail, reassign it to the type that actually matches what the customer booked.
3

Check the price

If the correct type has a different price, adjust to keep what the customer paid (don’t charge extra for a mapping error).

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Then: contact support to review the mapping

If it’s a one-off, it may be a glitch. But if it repeats across reservations, there’s a Wubook ↔ Roomdoo mapping misconfigured. Send us:
  • Booking reference (or several if you have more cases)
  • Room type the customer booked (per the OTA)
  • Room type that arrived in Roomdoo
  • Source OTA (Booking, Expedia, etc.)
Support reviews the mapping and fixes it so future reservations land with the right type.

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When to contact support

  • The error repeats across several reservations of the same OTA.
  • The error happens across several OTAs (may indicate a Wubook-level mapping issue).
  • You’re not sure which room type is the right one and need validation.
Don’t charge the customer the price difference if the reservation landed with a lower category — it’s not their fault. And if it landed with a higher category and you accommodate them in what they booked (not what came in), the mismatch is sorted via internal reporting, not at the guest’s expense.