This troubleshooting guide addresses syncing issues when reservations made in external booking channels don't appear in your Guesty account.
Follow the instructions below to identify and resolve any syncing issues.
1. Check if the listing is connected
Follow the steps below to check the listing's status on the relevant channel's integration page.
Step by step
- Sign in to your Guesty account.
- In the top navigation bar, click the mode selector and select Growth mode.
- Click Distribution.
- Select the relevant channel.
-
Select the relevant account and locate the listing row associated with the missing reservation.
Booking.com: Search for the hotel ID.
- In the "Status" column, check if the listing is “Connected”.
If the listing is not connected
If the listing is not found or does not show as "Connected," it means the channel listing is not linked to a Guesty listing. This prevents reservations from syncing to Guesty.
To solve connection issues, refer to our troubleshooting article: Unable to connect a listing to a booking channel.
2. Troubleshoot channel-specific issues
If the listing is in "Connected" status, refer to the following channel-specific troubleshooting:
Booking.com
The following cases also require reconnecting the listing:
- The previously connected listing assigned to the reservation is no longer the same as the property connected to the listing.
- The listing is unlisted or no longer exists in Guesty.
- Guesty is no longer the connectivity provider.
Agoda
Ensure that Guesty is still the connectivity provider on Agoda. A listing may show as "Connected" in Guesty but might be disconnected on Agoda.
Trip.com
Reservations made before Guesty was connected can't be retrieved due to Trip.com’s policies.
Contact us to update the connection if you change your Trip.com password; otherwise, the data will not sync.
3. Contact us
If your listing is connected but reservations still don't sync after following the channel-specific troubleshooting, contact us.
Include a screenshot of the reservation confirmation along with the following channel-specific details:
Booking.com
- Reservation ID
- Hotel ID where the reservation was made
Agoda
- Agoda confirmation code
- Guest's full name
- Assigned listing
- Reservation dates
Vrbo
- Reservation ID
- Guest name
Until the issue is resolved, you can manually block these dates in Guesty to prevent double bookings.