What do I do if a reservation was retrieved with the wrong status?

We recommend calling the API every minute (or preferably, every 30 seconds) to retrieve new reservations.

However, if you do not successfully retrieve a reservation within 30 minutes of its creation or modification, we’ll always forward it to the property as an email. This is known as a fallback message.

You can check the status of reservations with the ‘Reservation Timeline’ tool (which you can find in the ‘Reports’ tab of your Provider Portal, an explanation can be found here).

Sometimes when you retrieve new reservations, a particular reservation might appear more than once. To see whether the entries belong to the same reservation, you should check the reservation number.

However, if your pull cycle is set to our recommended frequency (every minute, or preferably, ever 30 seconds), this shouldn’t happen.