New Reservations 

Why is my Booking Engine reservation not showing in the system?

There can be numerous reasons for this: 

• Guest did not complete the booking or payment or booking was abandoned due to prepayment failure or timeout: Check RaccoonPay for pending/unpaid transactions

• Filters are applied in the reservation list (e.g. by date, status): Remove all filters from reservation list and refresh

• Room type or rate is not available or not linked to Booking Engine: Review rate and availability settings under “My Property”

• Booking Engine is embedded incorrectly or cached in a white-label version: Test BE link directly instead of embedded version

Group Reservations

What is the difference between group vs linked reservations? 

A group reservation requires all reservations to have the same check-in and check-out dates, whereas linked reservations can have different dates. 

How do I create a group reservation?

Please follow this article on how to create a group reservation.

Linked Reservations

What are linked reservations? 

RoomRaccoon offers the functionality to link two or more reservations with different dates. This can be for example when a guest has created two reservations with successive dates and they would like to merge them. 

What are the conditions for linked reservations?

To successfully link reservations, please keep the following conditions in mind:

• There may not be a payment or invoice in the reservation that you want to link, payments can only be placed in the main reservation after the linking is complete.

• The reservation cannot be linked to reservations booked through an OTA (e.g. Booking.com) in case of channel changes, the reservation can no longer be processed. To link an OTA reservation this needs to be done from the OTA directly and not via RoomRaccoon.

• The reservation you are trying to link must not yet be linked to other reservations. Reservation A cannot be linked to reservation B if reservation B is already linked to reservation C. You can make a link from reservation B to reservation A.

Why can’t I link this reservation? 

Please check the conditions, it could be you are trying to link a OTA reservation or that it is already linked to another reservation. 

How do I connect two (2) reservations with different dates? 

This can be done by linking the reservations. To do so, follow these simple steps: 

1. Open the first reservation;

2. Click on the link icon and fill in the reservation number - booker or guest name will not work - you would like to link. Make sure to click save;

3. You will now see that the reservations are linked. You can manage payments and invoicing from within the main reservation. If however, you already have a payment or invoice registered, you cannot link it to the main reservation. 

How do I cancel a linked reservation? 

When cancelling a linked reservation, you have to cancel them individually. Example: when cancelling reservation A, reservation B will not be cancelled automatically. You must go in and cancel reservation B as well. 

How to unlink a reservation? 

To unlink a reservation, please follow these steps;

1. Open the main reservation.

2. Scroll down to the Linked Reservations section.

3. Click the “Unlink” button next to the reservation you want to remove.

Once unlinked, the reservation can be managed separately.

 Important: If an invoice was issued in the main reservation that includes the linked reservation, it is not possible to unlink it directly. You must first issue a credit note to reverse the invoice.

Cancelled Reservations

How do I delete a reservation? 

You cannot delete a reservation, however you can cancel it. To cancel a reservation, follow the steps below. 

How do I cancel a reservation? 

To cancel a reservation, all you need to do is change the status of the reservation to ‘cancelled’. 

Important to note: 

• If the booking was made via an OTA, cancellations need to be done on the OTA by contacting OTA and requesting the cancellation. This will then be communicated to RoomRaccoon. 

• Make sure you have set up your cancellation policies for direct bookings. You do this in the Booking Engine module > BE Setup and scroll down to the booking conditions field. More info in this article. 

Read more about cancelling reservations here. 

Where can I find an overview of cancelled reservations? 

There are 3 different places in your account where you can find cancelled reservations: 

1. To check for any new cancellations, use the reservations dashboard. 

Go to Reservations module > Reservations Dashboard and scroll down to the new bookings & cancellations section. 

2. Use the calendar if you’d like to know about cancellations on a specific date. 

Go to the Calendar > click on the date you’d like to check for cancellations and open the daily summary. 

3. If you want an overview of all cancellations over a period of time, use the reservations list.

Go to Reservations > Reservations List. Select the period and status ‘cancelled’. 

Why can’t I cancel this reservation?

Most frequent issues are: 

• It’s an OTA reservation, meaning the booking comes from an external channel. The reservation must be cancelled on the channel. 

• It could be that the revenue of one of the days has already been closed. 

The booking is cancelled but the room is still blocked. What now? 

If a booking is cancelled directly in the system, the room will no longer be blocked, as availability is automatically updated. However, for reservations made through a channel, the cancellation must be processed through the channel first. If not, the room may still appear as blocked because the reservation remains ‘booked’ and connected via the channel integration.

I cancelled a booking but don’t see availability reopened. What now?

It can be important to know where you are looking for availability. In the channels? It can take a bit for it to update. You can reach out to support for an immediate synchronisation to be done.