> ## 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.

# The system assigned a different room than booked

> When an OTA-synced reservation arrives with a room type the customer didn't request.

## 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.

## What to do in the moment

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

<Steps>
  <Step title="Open the reservation">
    Find the reservation with the wrong type.
  </Step>

  <Step title="Switch the room type to the right one">
    In the reservation detail, reassign it to the type that actually matches what the customer booked.
  </Step>

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

## 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.

## 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.

<Warning>
  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.
</Warning>