Before you had a Channel Manager, you received reservations from Booking.com via email, but not anymore now. Why is that? Or maybe you all of a sudden receive a reservation by email from Booking.com, what is going on?
Once Booking.com is connected with a channel manager, they stop sending reservations to you directly. Once a reservation is made at Booking.com, we (as the channel manager) have 30 minutes to pick up this reservation at Booking.com. Sometimes it can happen for several reasons that we are not able to pick up the reservation from Booking.com in 30 minutes. If this happens, Booking.com will send the reservation directly to you by email and it won't be possible anymore for SmartHOTEL to pick up the reservation. So you know once you received a reservation directly from Booking.com by email, this reservation is not picked up by the channel manager en no availability was changed following that reservation. Next to that, the reservation needs to be inserted in the PMS manually.
Summarised, when you receive a reservation from Booking.com via email, you should take the following actions:
- Check if the reservation is in your Channel Manager. If it is in the Channel Manager, you don't have to take any further steps.
If it is not in the Channel Manager, you should read the below actions as well. - Manually adjust your availability in the PMS (or if you do not have a PMS, in the Channel Manager).
- Manually insert the reservation in your PMS (when you have a PMS).