This article explains what to do when you experience a booking failure. Whether you have been alerted by a Booking Failure Notification sent by Boost or see a booking in your OTA Portal that didn’t come into your PM Software, here are the first steps you need to take.
\uD83D\uDCCB Booking Failure Notifications
When a booking failure occurs you will receive a “Boost Booking Failure Notification” email at the email address associated with your Boost user account.
Example Booking Failure Notification Email:
Subject: Boost Booking failure notification: airbnb / ABDEFGHIJK
“A reservation has been accepted by airbnb that your software has either rejected or not responded to. If the property is available and otherwise meets booking requirements please block those dates in your property management software to avoid a conflicting booking from another channel. If the booking cannot be accommodated as booked we recommend reaching out to the guest to place them in an alternative property. If there is no other availability or the guest is unwilling to be re-accommodated you may need to cancel the reservation. Please be aware of the consequences for cancelling a reservation: System Messages:* 2022-03-05T13:22:05-07:00: CREATE booking error: {"message": "Endpoint request timed out"} [1]
\uD83D\uDCD8 Actions To Take
Follow the Steps Below When You Experience A Booking Failure:
Verify that the reservation is showing on the specific booking channel’s dashboard. Note: For Google and HomeToGo proceed to step 2.
Manually enter that reservation in your PM Software. If that property is no longer available, you may need to cancel the reservation or contact the guest and work to find another available option for them from your inventory.
Need help or want more information? Contact Support Here: https://support.bluetent.com/ Provide as much detail as possible, for instance, were you able to manually enter this reservation into your PM Software, or did this failure cause a double booking?
Cancelling the reservation as a host should be viewed as a last resort. This could have a negative impact on your host profile (Super Host or Premier Partner), or may not be permitted on other channels (Booking.com).
