This article explains the common causes of reservation sync issues between Booking.com and Guesty. It includes troubleshooting steps for problems such as cancelled reservations not syncing, missing reservations, and unreflected room changes between the platforms.
Reservation room change isn't reflecting in Guesty
If your guest upgraded their room or made other room changes to an existing Booking.com reservation, the change won't reflect in Guesty. To ensure smooth operation, move the reservation to another listing via Guesty.
Reservation wasn't received in Guesty
- If the property ID is not displayed, or if it's displayed but not in "Connected" status, it means the Booking.com property ID is not connected to a Guesty listing, and the reservation was never received in Guesty. Link the disconnected listing for the reservation to be synced to Guesty.
- If the property ID is displayed and the listing is connected, contact us to investigate further.
You will need to provide the following:- A screenshot of the reservation confirmation from Booking.com
- The reservation ID
- The property ID
Cancelled reservation didn't sync to Guesty
To ensure cancellations and other updates sync between Booking.com and Guesty, Guesty must be set up as the connectivity provider for your listings.
If a reservation was canceled on Booking.com, but the status remains "Confirmed" in Guesty, it may indicate that Guesty is no longer the connectivity provider for the listing. As a result, updates made on either platform won't sync and the reservation must be manually canceled in Guesty.
Follow the instructions below to check if Guesty is configured as your connectivity provider in Booking.com.
Step by step:
- Sign in to your Booking.com account.
- Select the relevant listing.
- In the top menu, click Account.
- In the dropdown menu, click Connectivity provider.
- If Guesty is not set up as your connectivity provider, return to Guesty and cancel the reservation manually.
- If Guesty is set up as the connectivity provider but cancellations still aren't syncing, contact us for further assistance.
Additionally, when linking a Booking.com listing to Guesty, we import existing reservations in a non-XML format. Any change you make to the reservation in Booking.com, including cancellations, won't sync to Guesty. Contact us to cancel imported reservations.