1. Cloudbeds
  2. Channels & OTAs
  3. Recommended OTAs
  4. Booking.com

Booking.com reservations are not appearing in Cloudbeds PMS

Gabriela Garcia
Updated
Purpose Use this guide to troubleshoot why a Booking.com reservation may not appear in Cloudbeds PMS and confirm which checks to complete before contacting Support.
Best for Property owners, property admins, managers, front desk users, and users responsible for Booking.com reservations or channel distribution.
Use this when A reservation exists in the Booking.com Extranet, but you cannot find it in Cloudbeds PMS.
Requirements Access to Cloudbeds PMS, access to your Booking.com Extranet, and permission to review Booking.com channel connection or mapping settings.
Expected result You can confirm your Booking.com connection type, review the most common customer-actionable causes, and know when to manually add the reservation or contact Cloudbeds Support.
Limitations Reservations created before Booking.com was connected to Cloudbeds PMS do not import automatically and must be added manually.

Introduction

Booking.com reservations sync to Cloudbeds PMS based on your Booking.com connection type, channel activation, room mapping, and rate plan setup.

Use this guide when a reservation appears in the Booking.com Extranet, but you cannot find it in Cloudbeds PMS. Start by confirming whether your property is connected through the direct Cloudbeds PMS connection or through Myallocator by Cloudbeds, then follow the checks for your connection type.

Before you begin

Before troubleshooting, confirm the reservation details in Booking.com.

  1. Log in to the Booking.com Extranet.
  2. Open the reservation that is missing from Cloudbeds PMS.
  3. Confirm the Booking.com reservation number.
  4. Confirm the guest name.
  5. Confirm the booking date.
  6. Confirm the check-in and check-out dates.

If the guest is arriving soon, create the reservation manually in Cloudbeds PMS while the issue is reviewed. Use the Booking.com confirmation details to avoid overbookings or missing check-in information.

Step 1 - Identify your Booking.com connection type

The troubleshooting steps depend on how your Booking.com account is connected to Cloudbeds.

  1. Log in to the Booking.com Extranet.
  2. Go to Account.
  3. Open Connectivity provider.
  4. Check which provider is selected.
Provider shown What to do next
Cloudbeds Follow the section Direct Booking.com connection: Cloudbeds.
Myallocator by Cloudbeds Follow the section Myallocator by Cloudbeds connection.

Step 2 - Check whether the reservation was created before the connection was completed

Reservations created before Booking.com was connected to Cloudbeds PMS do not import automatically.

  1. In the Booking.com Extranet, open the missing reservation.
  2. Check the booking date.
  3. Check your Booking.com connection confirmation email, onboarding notes, or internal setup records to confirm whether the reservation was created before or after the connection was completed.
  4. If the reservation was created before the connection was completed, add it manually in Cloudbeds PMS.
  5. If you are not sure when the connection was completed, continue with the checks below and include the booking date when contacting Cloudbeds Support.

Direct Booking.com connection: Cloudbeds

Use this section if the Booking.com Extranet shows Cloudbeds as the connectivity provider.

Confirm the Booking.com channel is active in Cloudbeds PMS

  1. In Cloudbeds PMS, go to your Account menu Account Menu icon
  2. Click Distribution Distribution icon
  3. Open the Channels tab.
  4. Find Booking.com.
  5. Confirm the channel does not show an error, pending status, or incomplete mapping status.
  6. If the channel shows Manage, click Manage to review the current setup.

Booking.com appears as Enabled on the Distribution Channels tab with the Manage button selected. 

  1. If the channel shows Complete Mapping, complete the mapping before expecting reservations to sync correctly.
  2. Save or continue through the mapping flow.

Confirm room mapping is one-to-one

  1. In Cloudbeds PMS, go to Account Account Menu icon> Distribution Distribution icon
  2. Open the Channels tab.
  3. Find Booking.com.
  4. Click Manage or Complete Mapping.

Booking.com row on the Distribution Channels tab with the Manage button highlighted. 

  1. Review the room mapping by clicking VIEW/EDIT.

Booking.com Channel Setup page with a Room Mapping warning and the VIEW/EDIT button selected. 

  1. Confirm each Cloudbeds room type is mapped to the correct Booking.com room type.
  2. Confirm multiple Booking.com rooms are not mapped to one single Cloudbeds room type.
  3. Save or continue through the mapping flow.

Room Mapping screen showing Cloudbeds accommodations mapped one-to-one to Booking.com channel accommodations. 

Confirm rate plan mapping

  1. In Cloudbeds PMS, go to Account Account Menu icon> Distribution Distribution icon
  2. Open the Channels tab.
  3. Find Booking.com.
  4. Click Manage.

Booking.com row on the Distribution Channels tab with the Manage button highlighted. 

  1. Go to the Rate Plan Mapping step and click VIEW/EDIT.

Booking.com Channel Setup page with a Rate Plan Mapping warning and the VIEW/EDIT button selected. 

  1. Confirm at least one rate plan is mapped for each Booking.com accommodation type.

GIF showing how to configure a Booking.com rate plan by clicking Configure, selecting a Cloudbeds rate plan from the dropdown, saving the selection, and reviewing the warning shown when additional rate plans remain unmapped. 

  1. Map any missing rate plans that should sync between Cloudbeds PMS and Booking.com.
  2. Save or continue through the mapping flow.

Confirm Booking.com uses Per-Day Pricing

  1. Log in to the Booking.com Extranet.
  2. Review your Booking.com pricing model.
  3. Confirm the property uses Per-Day Pricing.
  4. If the property uses occupancy-based pricing, contact your Booking.com Account Manager and request the correct pricing setup for the Cloudbeds connection.

Confirm new or changed Booking.com rooms are mapped

If rooms were added, renamed, removed, or recreated after the Booking.com connection was completed, review the Booking.com mapping again.

  1. In Cloudbeds PMS, go to Account Account Menu icon> Distribution Distribution icon
  2. Open the Channels tab.
  3. Find Booking.com.
  4. Click Manage.

Booking.com row on the Distribution Channels tab with the Manage button highlighted. 

  1. Review the mapped rooms by going to Room Mapping and clicking VIEW/EDIT.

Booking.com Channel Setup page with a Room Mapping warning and the VIEW/EDIT button selected. 

  1. Map any new or changed Booking.com rooms to the correct Cloudbeds room types.

Room Mapping screen showing Booking.com channel accommodation dropdowns with Nothing Selected for unmapped Cloudbeds room types. 

  1. Save the mapping changes or continue through the mapping flow.

Myallocator by Cloudbeds connection

Use this section if the Booking.com Extranet shows Myallocator by Cloudbeds as the connectivity provider.

Confirm the Booking.com connection is active

  1. Log in to the Booking.com Extranet.
  2. Go to Account.
  3. Open Channel Manager.
  4. Confirm the connection with Myallocator by Cloudbeds is active.
  5. If Booking.com asks you to activate or confirm the connection, complete the activation in the Booking.com Extranet.
  6. If the connection is not active or two-way communication is not enabled, contact your Booking.com Account Manager and request activation for two-way communication.

Confirm Booking.com rooms are not marked as NON-XML

XML is the connection format Booking.com uses to share room, rate, availability, and reservation information with a channel manager. If a Booking.com room is marked as NON-XML, it is not available to the channel manager and may not appear for mapping.

  1. Log in to the Booking.com Extranet.
  2. Open the room setup for the affected room.
  3. Check whether the room is marked as NON-XML.
  4. If NON-XML is enabled, deselect it.
  5. Submit or save the room again in Booking.com.
  6. Return to the Booking.com channel mapping and review whether the room is available to map.

Confirm Booking.com rate plans are XML enabled

XML-enabled rate plans can be managed by the channel manager. If a Booking.com rate plan is read-only, the channel manager cannot update rates or availability for that rate plan.

  1. Log in to the Booking.com Extranet.
  2. Open the affected rate plans.
  3. Check whether the rate plans are marked as read-only.
  4. If the rate plans are read-only, contact your Booking.com Account Manager.
  5. Ask the Booking.com Account Manager to change the rate plans to XML enabled.
  6. After Booking.com confirms the change, review the Booking.com channel mapping again.

Confirm the reservation was created after the Booking.com activation date

  1. In the Booking.com Extranet, open the missing reservation.
  2. Check the booking date.
  3. Check your Booking.com activation confirmation email, onboarding notes, or internal setup records to confirm whether the reservation was created before or after the connection was activated.
  4. If the reservation was created before the Booking.com activation date, add it manually in Cloudbeds PMS.
  5. If you are not sure when the connection was activated, include the booking date when contacting Cloudbeds Support.

Add the reservation manually if needed

If the reservation exists in Booking.com but is missing from Cloudbeds PMS, and the guest is arriving soon, add the reservation manually while the issue is reviewed.

  1. Open the reservation in the Booking.com Extranet.
  2. Copy the guest name, stay dates, room type, rate, taxes, fees, and Booking.com reservation number.
  3. In Cloudbeds PMS, create a new reservation.
  4. Select Booking.com as the reservation source, if available.
  5. Add the Booking.com reservation number in the OTA confirmation number field, if available.
  6. Save the reservation.

For step-by-step instructions, see Create a new reservation in Cloudbeds PMS.

Contact Cloudbeds Support

Contact Cloudbeds Support if the reservation still does not appear after completing the checks that apply to your connection type.

Include the following details in your request:

  • Booking.com reservation number
  • Guest name
  • Booking date
  • Check-in and check-out dates
  • Screenshot or confirmation from the Booking.com Extranet
  • Your Booking.com connection type: Cloudbeds or Myallocator by Cloudbeds
  • Whether the reservation has already been added manually in Cloudbeds PMS

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