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Reservation Confirmation Notifications - Troubleshooting


Below you can find possible reasons why Property Owner haven't received a reservation confirmation from the channel.

Reason 1: There are only certain channels on behalf of which we will send an email

We only send out emails on behalf of:

  • Expedia
  • Tripadvisor Instant Booking
  • HotelBeds
  • Reconline
  • BestDay

These channels disable emailing upon connection with a channel manager. All other channels will email you directly, so for any problems with email delivery please check with the channel's support team.

The channels above discontinue (stop) sending booking confirmations to the property once they are connected to a channel manager.  That is why we must send the confirmations to you instead of the channel.

Reason 2: The importance of the change made

We only send out booking modification notifications for "important" changes, like a change of total cost, start/end date, number of units and items like these. To avoid sending out too many unnecessary emails only key detail changes are sent out.


If only the name of the customer changes, we will not send out a modification email.

Reason 3: Amazon Suppression List

If the previous two solutions didn't help you, it is possible that your email address has been placed on the email suppression list.  This can happen if detects a hard bounce from your email address within the past 14 days.  A hard bounce can occur for a variety of reasons (perhaps your email system was overloaded, changed, your inbox was full, or had some other problem).  


For customers whose email addresses are added to the suppression list, there is a manual process we must follow to have it re-instated.  Please email us with your bookings email address and we will attempt to have it re-instated for you.

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