Guest information (email, address, phone) is not included in a reservation- why?


For certain OTA (channel) reservations you may not receive all of the information that you desire.  Most properties want as much information as possible, such as:

  • Email address
  • Guest physical address
  • Phone Number
  • Etc.

Data Source:

It's important to remember that the OTA is the source of this incoming information, not myfrontdesk.

Myfrontdesk will always display the full information that the OTA provides.

If there is a piece of information missing, it means that the OTA did not send it to myallocator, myfrontdesk's channel manager.

In this example, the guest email addresses is missing:



The reason for any information not being included (such as email, address, etc.) is because of a setting inside your OTA extranet.  Again, myfrontdesk will always display all of the information that the OTA sends to us.



To resolve this, you'll need to email your OTA Account Manager (NOT the OTA customer support team).  Only your Account Manager can resolve this issue.

Tell the Account Manager that you are missing guest data from the bookings that are forwarded to myallocator, and myallocator has already confirmed that their system is working.  He/she will be able to update the setting for you.

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