New Reservations
Why is my Booking Engine reservation not showing?
Possible reasons:
Guest didn’t complete booking or payment – Check for pending transactions in RaccoonPay.
Filters applied – Clear all filters in the Reservations List and refresh.
Room/rate type not linked to Booking Engine – Review rate and availability settings under “My Property”.
Embedded Booking Engine issues – Test the direct link instead of a white-label version.
Group Reservations
How do I create a group reservation?
Follow our guide on how to create a reservation.
What’s the difference between group and linked reservations?
Group: Same check-in and check-out dates for all guests.
Linked: Can have different dates but belong to the same guest or booking context.
Linked Reservations
What are linked reservations?
They let you link separate reservations (with different dates) under a single guest or booking.
Conditions to link reservations:
No payments or invoices should exist yet.
OTA reservations cannot be linked manually—do this via the OTA.
Reservations already linked to others cannot be linked again.
Why can’t I link this reservation?
Likely reasons:
It's an OTA booking.
It’s already linked to another reservation.
A payment or invoice has been issued.
How do I link two reservations?
Open the first reservation.
Click the link icon, enter the reservation number.
Save. You’ll now manage payments and invoices from the main reservation.
How do I unlink a reservation?
Open the main reservation.
Scroll to “Linked Reservations”.
Click Unlink next to the one you want to remove.
Important: You cannot unlink if an invoice for the linked reservation exists. Issue a credit note first.
How do I cancel a linked reservation?
Cancel them individually. Cancelling one does not cancel the others.
Cancelled Reservations
How do I cancel a reservation?
Open the reservation and change the status to Cancelled. Important:
OTA bookings must be cancelled on the OTA platform.
Ensure your cancellation policies are up to date under Booking Engine > BE Setup.
Read more about handling reservation cancellations here.
Can I delete a reservation?
No, but you can cancel it as described above.
Where can I see cancelled reservations?
Reservations Dashboard: Under “New bookings & cancellations”.
Calendar: Click any date for the daily summary.
Reservations List: Filter by date and status = “Cancelled”.
Why can’t I cancel this reservation?
It’s an OTA reservation: Cancel via the OTA.
Revenue may be closed for some days in the booking.
I cancelled a booking but the room is still blocked—why?
For direct bookings: Rooms unblock automatically.
For OTA bookings: Cancellation must be processed via the OTA.
I cancelled a booking but don’t see an availability update—what now?
OTA sync may take time. Contact support for immediate sync.
Rate Plans
Why can’t I change the rate plan in a reservation?
The rate has been invoiced. You must credit the invoice first to make changes.
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